A few months after the initial feature was launched, I reached out to some of the users to see how it was working. I learned that they thoroughly enjoyed using it but wanted the ability to send more personal information in the messages. When asked what kind of messages they would like to send, and they included: form attachments, results and other messages with content that was more personal than that can be included in the now SMS message.
Taking that information, a second layer was added to this feature. Not only could they send a general SMS, but they could also now send a SMS with a link that leads them to a secure message directly from their clinic. Since we didn’t want this to be a portal where the user needed to log in with a username and password, I had conversations with privacy experts to see what the best way would be to go around this. We concluded to use a two-factor authentication that required no password but was still unique enough to the user to meet privacy requirements.
Just like the other features in this app, a clinic UI and a patient UI were both designed for this feature. Workflows and user journeys were discussed and illustrated, and wireframes were made for the hero path. High fidelity designs were created and passed onto the developer team with error states and proper prototypes showcasing all flows.

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