Experience Designer
Experience Designer
We were brought on to overhaul a recent software acquisition that helps to organize scheduling for patients and staff. The overall goal was to decrease overhead and streamline patient engagement.
We were brought on to overhaul and scale a software acquisition that helps to organize the scheduling of patients and staff. The current state of the organization had limited visibility into the individual clinics (2,500+), making it difficult to support specific areas needing help. The overall goal was to decrease overhead and streamline patient engagement by utilizing this scheduling tool.
To get a better understanding of the users problems, we went to several clinics in the tri-state area for observations and usability testing on the existing system. Through triangulation (surveys, observation, interviews), I identified multiple pain points with the current workflow. Through rapid prototyping, I was able to validate and improve the system functionality based on common top tasks in the clinic.
In the discovery phase, Surveys were sent out and I was able to observe and interview in-person and remote users to better understand how they work and what challenges they face. Synthesizing this data helped to affinity map and identify key challenges to test. Throughout this process, I was able to develop a journey map to identify additional gaps in the scheduling journey.
My next step was to create a clickable prototype to share with users and collect additional feedback based on our discoveries. After several iterative rounds, I was able to establish common components and build out the hi-fidelity designs while working closely with development to make sure everything being built was possible.
Since we began the system overhaul, the application has rolled out to over 2,500 clinics across the country and now supports multiple integrations, streamlining the intake and admissions process. Usage increased nationally and the system is now being rolled out internationally.