Modular Inquiry / Lead Page

Applied Heuristic Principles

Visibility of System Status

Match System and the Real World

User Control and Freedom

Consistency and Standards

Error Prevention

Flexibility and Efficiency of Use

"Recognition" Rather Than "Recall"

Aesthetic and Minimalist Design

Recognize, Diagnose and Recover from Errors

Give Help and Documentation

Personas and Scenarios for Bulk Patient Importing tool. After understanding of our users' tech knowledge from this research, the team decided on a "no UI" option, saving valuable developer time.

PointClickCare

Intake + EHR Data Sharing


PointClickCare is a Toronto-based electronic health records system that manages the home care patient process from Intake, Start-of-Care, and Care Plans through Claims and Billing to Discharge.

The power of electronic health records (EHRs) has been broadly over-sensationalized. Dr Eric Topal, an influential thinker in the field of innovative medical technology, estimates only 4% of EHRs' systems are compatible. In other words, transferring patients remains a mostly manual process, involving many phone calls, emails, text messages(!), faxes and typically 100-150 printed pages per patient. This initative moves the product and industry closer toward a universal health record.


Objective

Reduce friction and errors within the patient intake/transfer process

Results

We digitized five key steps in the Intake process:

Lead Tracking

Duplicating the real world model we saw during our field visits (Post-It notes, white boards, etc.), we created a simplified lead form with multiple areas for basic notes, segmented controls to reduce drop-down fatigue and added quick links for next steps for the patient.


Intake UI Redesign

We introduced a crisper, modular UI to replace a static form approximately 6500 pixels long, allowing the Intake Specialist to add sections as needed. We also made it possible for companies to customize their own presets, so they could adjust sections in the UI at a global or admin level.


IVR Touch Tone Translator

Some companies use Medicare's IVR system to check eligibility. It's a touch-tone system with a staggering amount of complexity. It's layered in error potential and typically takes 30-45 minutes to complete five or so basic bits of data.

For example, the eighth number in a Medicare number is an alphabetic value, so a user needs to press "*" to indicate a letter, then "2" twice for the letter "B", and then "8" for the eighth position in the Medicare number.

Our solution is a front-end Javascript "translator" so the Intake Specialist enters the data into the webform, translates and then touch-tones the translated series into the Medicare IVR system. It reduces errors and cognitive load, and saves time. Despite improvements like this, the user experience still has significant limitations due to the US Department of Health and Human Services' infrastructure requiring the IVR.

IVR Translator Concept.pdf

Document Repository

Prior to this feature, intake documentation (100-150 pages) was stored along with the patient charting, vitals and medication information. We applied a category and tagging system, so a user's role would automatically filter out unneeded assets.

Document Repository wires (Axshare)

Bulk Patient Import

Because of a dramatic restructuring in 2020 Medicare legislation, smaller senior health care organizations are liquidating at a rapid pace. This tool allows larger agencies (500+ patients) to quickly merge and acquire patients and reduce or remove any lapse in care.

Bulk Patient Import Wires (Axshare)


Goals

Productivity

Research Methodologies

  • Contextual Inquiry
  • Direct Observation
  • Moderated Testing
  • Personas
  • Scenarios
  • Stakeholder Interviews
  • User Interviews

Key Findings

Our biggest assumption was that the Intake process was slow, confusing and prone to error. We were correct, however we found most of the work was being done outside the application. Intake specialists were using sticky notes, white boards and their own process checklists. And only when all the information was collected did they enter it into the system. We were initially confident in our application because analytics showed us the Intake UI took only about 5 minutes to complete. But after our discovery, we found the entire intake process took about two hours per patient.

Another big surprise was the intake specialists' inventiveness. They were handling a tremendous throughput of patient data; some had created their own checklists, and one user created a series of folders and actions within MS Outlook that rivaled the usability and flexibility of our application.


Comparable Products

CareCloud, Epic, GE Centricity

Deliverables

Personas, Scenarios, Wireflows, Data Hierarchy Map, Heuristic Analysis, Wireframes, High-Fidelity Designs

Team

UX/UI (myself), Junior Researcher

Challenges

The product roadmap was dense with features that had been promised to prospective clients. Many other features were driven by clients' executives' feedback instead of end users. And front-end technology understanding and UX maturity within our product team were limited as well. As a result, many features that were developed were flawed, outdated or useless to the end user.

To remedy this, I spent more time iterating and socializing smaller design iterations and rationale. It slowed our velocity, but helped the broader team understand how design hierarchy decisions are driven by strategic thinking.

I also advocated and produced more remote and in-person usability tests, user session recordings, personas and scenarios, supporting analytics, visualizing information architecture as well as showing a range of options ("T-Shirt Sizing" project estimation) to help shape the product team's view beyond a skeleton of a feature.


Next Steps

  • Usability Test Intake UI and Iterate
  • Expand Lead Tracking's Note Technology
  • Allow Intake UI to Check Care Scheduler
  • Create Single Patient Review, Modify and Import (True EHR Interoperability)

Supporting Artifacts

Intake Research for Unnamed Client.pdf
Bulk Patient Importer UI Concept.mp4
Heuristic Analysis for HHC System.pdf

Pattern Library Sample

PointClickCare

Design System


The PointClickCare Web Portal was a recent software acquisition to the PCC suite of platforms. Prior to that acquisition, for the past 20 years, the platform was organically-grown/engineer-designed. It hosted a variety of confusing workflows and multiple, conflicting design styles.

As a result of this acquisition, a new "start-up" mentality within the organization and the addition of new features, the platform was growing rapidly with new teams and contractors all working on an ancient architecture. One lead engineer described it as "anarchy."

My previous role was at Best Buy, being one of a 70+ UX team, including a dedicated pattern team and pattern advisory board. While I didn't expect that depth of support at PointClickCare, I was determined to create a system as flexible and scalable as an enterprise-level UX team would create.


Objective

Create a common visual language to allow the product to scale with quality

Results

Buy-in from directors of product and engineering. After the initial investment of development time, the component library portion of the design system is estimated to save three developer teams a total of $337k per year, reducing rework and creating a stronger, more consistent code base.

Live Links

Design System: Pattern Library.pdf

Goals

Productivity, Communication (Internal)

Challenges

Implementing the pattern library for its own sake proved to be impossible. Client requests and new Medicare legislation booked developer teams to capacity. Twelve developers across three teams were each hand-coding every style, field, alert and validation wasting valuable time, and creating a highly unstructured and difficult-to-maintain code base.

Team

I incrementally built a team of advocates with engineering, development and product by conducting one-on-one interviews, in which elements of the design system were revealed.

Research

I did a comparative analysis of other design systems, pulling from brand standards guides from my past experiences in advertising and at Best Buy, revisiting the previous pattern library I created for Chameleon. I also drew on what I learned from attending a UXPA + Health Partners seminar on Design Systems and a Nielsen Norman course on front-end deliverables.

Deliverables

Pattern Library: presentations for internal UX, Toronto-based UX and internal development teams, release strategy, design guidelines, applied designs
Component Library: created a sample spec and researched frameworks to guide engineering

Next Steps

  • Upgrade to Bootstrap 4
  • Implement the release strategy
  • Expand product maturity to UI components

Supporting Artifacts

UXPA / Health Partners Research Deck.pdf
Modernization Presentation.pdf
Design System: Component Library Sample Spec.jpg
Link to Component Library Sample Framework
Savings Estimate.jpg ($337k per annum)