Opportunity
Improve both internal and external systems for patient transitions, impacting hundreds of thousands of lives.
The Challenges
A healthcare company needed to rebuild their system infrastructure to improve downtime and increase efficiency for their users. As part of this effort, they wanted to increase user satisfaction for their suite of products by focusing on usability and consistency in look and feel across platforms.
My Role
I was the Sr Designer in charge of UX/UI for the Care Transitions team which manages the experiences of two products, nH Intake and nH Discharge. I was leading analytics discovery, user research and user interface for those two platforms.
I was collaborating with other designers as well to maintain, update the design system, and also to be sure we were consistent across platform and products.
One last dimension of my role at naviHealth was mentoring junior designers, empowering them to get ready for their next career move.
naviHealth Users
It takes an army of healthcare professionals with a wide variety of-skills and specialties to make sure hospital patients get home quickly and in best health.
Their journey require nurses in the field, care-coordinators, intake specialists, physicians, and many others. Everyone involved in this journey are users of naviHealth products.
User Journey
This diagram below shows the basic overview of how a patient will progress through their care journey and where they interact with naviHealth users. At various points, a patient will be taken through each aspect of the product enterprise software.
My team focused on the Intake and Discharge products. We primarily engaged with clinical field workers, physicians working remotely, and data entry users, each having their own unique user journey.
nH Intake
Working with multiple referral sources and receipt methods is both time-consuming and inefficient. And when data is spread across multiple platforms, measuring performance is difficult. nH Intake makes managing referrals and measuring performance a much simpler process. nH Intake platform allows users to not only securely connect with hospitals using our discharge platform, but to also input and manage referrals from any other referral source — all in one place.
Research, behavior paths, heat-map, IA: Data driven solutions
Our initial research began with an exploration of how users were currently working in the system and what pieces of data they predominately used on a day-to-day basis.
Because of the COVID situation it was not easy to find time to speak with doctors or nurses so I used analytics tools (Pendo) to conduct this part of the research.
I found their workflows didn’t vary by role type but more by patients priority. My UX recommendation was to either add a new filter in the filter dropdown on the patients list page or a better solution would be to create a new functionality called “subscribe” which allows users to select the top priority patients, isolate them in a new list called “subscribed” (like the list of your favorite songs on Spotify). The goal being helping users to prioritize their work and be more efficient.
With my research, I was able to convince product that the latest option would increase user satisfaction and be a durable solution.
Prototyping and testing
While working on a unified style guide, I explored low fidelity mockups for quick testing on our users.
Using low fidelity allowed me to focus on layouts and new interaction patterns without the users being too focused on a look and feel that was being developed as we tested.
With the new “Subscribe” functionality, I was able to suggest a major improvement to the experience to business that came directly from and vetted by our users.
The conclusion of Intake new feature development
The development of this new feature has led to an increase in user satisfaction and worker retention, which we confirmed through net promoter scores (NPS) and Customer Satisfaction (CS) surveys instituted by UX in partnership with the product department, as well as quicker task completion.
Having a strong user-centered approach to this design effort has increased trust in the UX department from both Product and Engineering.