⚠️ NOTE: These features are not yet released, so I'm not sharing any UI solutions.
Motivation
We wanted to improve revenue by providing new clinical programs to Patients. This meant that medical staff had to be trained, and their applications had to provide all the necessary data.
Goals
🎯 Deliver the best experience for our Users and Care Providers,
🎯 Closely collaborate with healthcare personnel to better understand the industry, educate them on upcoming Programs, and
🎯 Simplify the experience for our Providers, increase their productivity, and directly influence and improve revenue streams.
🎯 Closely collaborate with healthcare personnel to better understand the industry, educate them on upcoming Programs, and
🎯 Simplify the experience for our Providers, increase their productivity, and directly influence and improve revenue streams.
Roles & Responsibilities
◾ I led the design of Provider's experience as a Senior UX Designer.
◾ I researched wide areas of Clinical Programs and collaborated with Healthcare Specialists and Senior Designers to deliver the best healthcare experience in the world.
◾ I collaborated with: 3 Product Owners, 3-4 Senior Product Designers, and Numerous Healthcare Personnel.
◾ I researched wide areas of Clinical Programs and collaborated with Healthcare Specialists and Senior Designers to deliver the best healthcare experience in the world.
◾ I collaborated with: 3 Product Owners, 3-4 Senior Product Designers, and Numerous Healthcare Personnel.
Design Process
🔍 Discover & Research (Stakeholder interviews, exploratory research, asking a lot of questions)
🗺️ Define (Service blueprinting, journey mapping)
🛠️ Prototype (Low and high-fidelity mockups, defining information architecture)
🧪 Test (Usability testing)
📦 Deliver
🗺️ Define (Service blueprinting, journey mapping)
🛠️ Prototype (Low and high-fidelity mockups, defining information architecture)
🧪 Test (Usability testing)
📦 Deliver
Discovery
I had to provide meaningful data to Providers.
I also had to educate them through design. Some of them were dealing with these programs for the first time. They had to make informed decisions for their Patients. This would greatly increase the number of Providers diagnosing and enrolling Patients into Programs.
We wanted to set a gold standard for programs. Our systems were built so we could kickstart any new program almost over the night. In reality, there were many obstacles and compromises to get the job done.
I also had to educate them through design. Some of them were dealing with these programs for the first time. They had to make informed decisions for their Patients. This would greatly increase the number of Providers diagnosing and enrolling Patients into Programs.
We wanted to set a gold standard for programs. Our systems were built so we could kickstart any new program almost over the night. In reality, there were many obstacles and compromises to get the job done.
In the example of Asthma, we had a hard time applying NIH's (National Institutes of Health, https://www.nih.gov/) guidelines. There was a lot of ambiguity when trying to diagnose Patients' control levels. Creating Asthma Action Plans was also challenging, as they can be pretty complex:
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Asthma Action Plan provided by National Institutes of Health (available at: https://www.nhlbi.nih.gov/resources/asthma-action-plan-2020)
Defining Current State
During this stage, I researched and mapped the entire Customer Journey, alongside our Backstage actions and Support processes.
We organized 1:1 interviews with our users and clinicians.
This allowed for stakeholders and team members to align their understanding of our service, as well as discover areas we knew little about. It proved to be a valuable asset.
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Service Blueprint map I've created for stakeholders to understand what's actually happening
⚠️ NOTE: These features are not yet released, so I'm not sharing any UI solutions.
Results
For Asthma Program, we succeeded in:
✔️ Detecting and informing Patients of the Zone they're currently in,
✔️ Showing Patient's historical data to Providers, progressively guiding them through decision-making, and
✔️ Allowing Providers to create custom Asthma Action Plans for Patients. This feature reused existing systems, lowering the resources for implementation.
✔️ Detecting and informing Patients of the Zone they're currently in,
✔️ Showing Patient's historical data to Providers, progressively guiding them through decision-making, and
✔️ Allowing Providers to create custom Asthma Action Plans for Patients. This feature reused existing systems, lowering the resources for implementation.
For Metabolic Health Assessment Program (MHA, an eligibility program for Diabetes Program), we succeeded in:
✔️ Using indicators such as Estimated A1c, Time In/Above Range, and Fasting Glucose to detect glucose episodes and eligibility for the Diabetes program,
✔️ Giving short and useful recommendations to Providers, who would use them during the Patient's visit,
✔️ Visualizing meal data in a meaningful way, further improving Providers' decision-making.
✔️ Using indicators such as Estimated A1c, Time In/Above Range, and Fasting Glucose to detect glucose episodes and eligibility for the Diabetes program,
✔️ Giving short and useful recommendations to Providers, who would use them during the Patient's visit,
✔️ Visualizing meal data in a meaningful way, further improving Providers' decision-making.
