overview
Tele-health platform for remote providers
Design Phases
Discovery to Delivery
MY ROLE
Senior User Experience Designer - Embedded in Scrum Team
Team
Product Owner, Dev Manager, 4 Front End Developers, 6 Backend Developers
BUSINESS OBJECTIVE
Optimize providers time across the all Express Care services. Providers that are seeing patients in a physical retail clinic would also see patients virtually while using their computers in the clinics. During times when no walk-in patients are being seen a provider could simply jump on a virtual visit.
Problem
The existing workflow of virtual providers and retail providers had no connection. Each operated independently of each other and used two different scheduling systems. Based on the new business objective they would need a way to work together.
ux aPPROACH
Review with stakeholders business objectives
Understand the primary audience by onsite shadowing
Build empathy by creating storyboards based on shadow experience
Define Personas
Create a user journey and identify pain points using “Thinks, does, feels”
Design thinking AS-IS mapping to build out epics and user stories based on user needs
Look to other industries for inspiration
Wireframe, prototype, test
Build and ship
Empathizing with our users: Storyboards
Patient Registration Representatives (PRR’s)
PRR’s work together to coordinate all of the non-direct caregiving components of the Express Care Virtual services. Typically 1-2 of them are on-shift at a time during regular business hours. They chat with patients to help with insurance, correct demographic information, and assist with long wait times.
PRR’s have no way of knowing which PRR is registering and greeting a patient when one comes into the waiting room, so they listen to conversations across the room, ask over the cubical, or chat in Lync.
Meanwhile they are using 6 different programs to manage patients. Express Care Virtual typically sees 40-60 patients a day.
DEFINING PERSONAS
prr “MANDI”
Mandi is one of the Patient Registration Representatives (PRRs) who works with the virtual providers to assist in registering patients before the provider enters the virtual visit.
provider “TONI”
Toni is a provider that provides care in the retail clinic and also sees patients virtually. She spends her day smoothly taking patients between retail and virtual appointments.
patient “HANNAH”
She is the CMO of her family, handling all the medical issues for herself and her 2 year old and 3 month old kids. Hannah is feeling terrible. She puts off getting care, prioritizing her kids events but eventually her friends convince her she needs to see the doctor.
Creating THE USER JOURNEY: DOES, THINKS, FEELS
Each color represents a user throughout their visit experience. Purple is PRR’s, Pink are Retail Clinics, and Blue are Virtual Providers. The small orange dots represent areas that could potentially be impacted by new processes. The pink dots represent pain points.
USER JOURNEYS
User Journeys were flushed out and created for each persona. The PRR, provider, and patient.
design thinking AS- IS STATEMENTS
AS-IS statements help frame the problems we needed to solve for.
Each persona gets one column that states “The Persona needs a way to___, So that ___”
We looked for solutions in other industries.
Todays consumers demand care where they want it and when they want it. They don’t like waiting (lower satisfaction) and will easily switch to a competitor (lost transaction/loyalty) if a better opportunity comes along.
Health System consumers are on their time and their dime. Consumers are often completely blind to the process. They can walk into a clinic not knowing when they will be called or why other patients are being called before them.
Health Systems could learn some lessons from Uber and it’s inception.
Uber utilized major technological advances early on and caused a massive disruption in the market
GPS (anywhere)
Smartphones traveler to request a ride (on-demand tech, instant request and reward, anytime)
Uber solves for benefits like carPOOLING
Optimize empty seats in most passenger cars
Lowering fuel usage and transport costs.
Serve areas not covered by a public transit
Daily commuting compared vs driving alone peak travel times, cars to pollute an 80% more
...Now think of these themes in Health Systems
In the Uber version of a health system
When and where the patient is waiting no longer a problem
We Match un-utilized capacity with unmet demands
Providers can offer care to patients across multiple modalities and geo’s
Benefits of using shared provider (Pool of) resources and technology
Maximize capacity utilization of eligible providers across different modalities of care and geo’s
Automated processes, no more human API
Intelligent optimization based on providers availability, eligibility, patient/provider geo, patient behavior, demand/supply forecasting…
Avoid providers burn out or boredom
Minimize cost
PROPOSED SOLUTION
NEW intelligent TECHNOLOGY
CLINICAL SCHEDUING TOOL
Resource optimization and automated Intelligent Software. Create new logic to optimize a pool of providers with in a health system.
A single dashboard that PRR’s and providers could see Incoming virtual patients. Patients would be put into a queue that automatically assigned visits to a provider based on their schedule availability.
Technical Hurdles
The primary issue was that scheduling done through the retail clinics was booked through their EHR (Epic) in 20 min slots, while the virtual visits were booked through a non-EHR tool as a first come first serve basis.
interoperability
WIREFRAMES: prototype & test
Each of these concepts were presented and tested to the PRR’s before deciding which features to move forward with.
live prototype
Click on the time in the right hand corner starting at “11:00” to activate in real time how the system would behave.
Continue to click on the time to advance the prototype.
Final Product
Patients connect via their mobile device and are placed into a queue on the left
Once a patient is matched to a provider they move to the left of the providers
All patient visits associated with a provider continue from left to right in the row of the provider.
The current visit is always the first row to the right of the provider.
As visits are marked complete they move to the next cell in the providers row.
Completed visits are kept in the grid for 24 hours.
Providers can be turned off to receiving visits by selecting the icon for off when a user hovers the provider cell.
Patients may also be transferred to other providers after being associated with a current provider. If a patient is unassigned. They are moved back into the Patient Queue.
When all providers are marked as not available (they have a patient associated with them) the remaining patients are placed into the “Patients Waiting” Queue.
Patients are held there until a provider becomes available and the logic is run to move the patient to the first spot to the right of the associated provider.
Patients may be assigned to providers from the queue.
Product Review
“It was a really busy morning so having the visit automatically written to EPIC was a big help”
- Clinical User