Medical Software

ScheduleR

Medical software needed an upgrade- so that’s exactly what we did.

This project called for me to step out of the world of familiarity and into the world of medicine. It was challenging, educational and exciting. The design team consisted of me- the designer and Erik White as the developer. We had two weeks and a lot to learn.

project

Scope

  • Step One - Understand

    Client Brief

    understand client needs and objectives

    The client was ScheduleR a medical software company that wanted to up their game.

  • Step Two - Empathize

    User Research

    understanding the user

    The user in this case was mostly made up of front desk associates that were tired of the unreliable software that haunted their workflow.

  • Step Three - Define

    Converge

    construct a point of view

    A POV needed to be constructed to guide the design decisions for the target user

  • Step Four - Ideate

    Diverge/Converge

    Brainstorm all possible solutions

    The ideas needed to be fresh and simple yet revolutionary

  • Step Five - Prototype

    Rapid Prototyping

    Time Boxing + Concept sketching

    The flow must optimize their workflow not dictate their workflow.

  • Step Six - Testing

    Usability & Desirability

    A day at the doctors office

    The testing was done in a doctor's office to get the enviromental pressure along with the thoughts and feelings of the user.

Business Analysis

ScheudleR provided me with a great deal of research and feedback from their existing user base. The company essentially developed a software without implementing desgin. After they began to recieve feedback from the user base thy realized they needed some help. I was called in for a redesign and to help implement some new features that could help the user. With that in mind I sought to validate their new features and create a flow that would work better for them during the design phase and not after a launch.

Market Analysis & Blue Ocean

scheduleR market research and blue ocean graph

Because I have never worked in a medical office I needed to understand what the market was like and what were the feaures the competitors included and why they had those features. I created a feature comparison chart to put these features into percpective and see what the mental models of the user were. I then created a market positioning map to get a grasp of where the blue ocean was in the market.

Research & Discovery

Qualitative Analysis

The user research was done at a medical office where I interviewed the entire staff and I observed them in their environment and interacting with their medical software. I got many complaints about the software and process of scheduling patients, referring other doctors, and sending documents across businesses. The biggest take away was the real frusturation I witnessed when mistakes occured- as well as the precise attention that needed to be paid while interacting with the computer.

scheduleR qualitative analysis

Synthesizing the Data

ScheduleR synthesis of data via affinity mapping

Using an affinity map I sorted through all the data collected. The major pain points were around the complexity of each task. Another pain point was with the time consumption around each task. The initial assumptions from ScheduleR were starting to become valid.

Creating a Point of View

ScheduleR User Persona
persona

The persona was based around the front desk associates that used the exisiting platform already. I created the persona with the characteristics of those associates in mind. The habits and out-of-work life were also integrated into the persona. I placed the persona into a user journey that would allow me to observe her pain points in action.

Solutions

Ideation

ScheduleR how-might-we analysis

Due to the time restrictions, we chose the top three point points to solve for. We then went straight to the drawing board and came up with as many solutions as possible. We time boxed ourselves throughout the process to add some creative pressure.

Minimum Viable Product

ScheduleR minimum viable product identification

The MVP was defined using the MoSCoW method and an impact vs. effort chart. Since one of the developers of the software assisted me throughout the design process I had a multiple perspectives on what would be high or low effort on the business. I also validated the solutions with some users to make sure we were on track for truly helping them. Through this process we were able to determine what the key distinguishing feature would be: a HIPPA compliant instant messaging platform that would connect multiple medical offices across various specialties.

Site Map & User Flow

ScheduleR site map
ScheduleR user flow

The sitemap was done because we needed to define every page that needed to be redesigned. The user flow was done only for the happy path of the key distinguishing feature. We wanted to validate the efficiency of the user flow when it comes to the referral process.

Prototyping

Low Fidelity Wireframes

ScheduleR lofi wireframe testing

The referral flow needed to be validated with the user base. So we sketched up some possible concepts and went to the doctor's office to put it to the test with real users. They gave resistance to the buttons being in the chat area so we took that out in the mid-fi phase. They also felt like it was on the verge of being too crowded.

Mid Fidelity Wireframes

ScheduleR midfi wireframe testing

During this phase we found that most users prefered to send referrals via one path and it wasn't obvious to them that there was another way to send referrals.

User Interface

Style Guide

ScheduleR style guide and style tiles

The company wanted blue and red because their brand already established those colors in their identity. However I was able to add in some more colors to their pallet. I also chose a typeface that would be simple and quick to read. Overall the desirablity tests showed that we were right on track with our brand attributes.

High Fidelity Prototype

ScheduleR hifi wireframe 1 testing
ScheduleR hifi wireframe 3 testing
ScheduleR hifi wireframe 2 testing

At the end of the two weeks the product had color and was ready to be tested. The tests still showed that the user wanted to send a referral through the "referrals" filter on the top of the page. This was okay because it was a path into the referral form but it wasnt the fastest way to the referral form. From that data we decided that adding tool tips on rollover would help the user. Also adding keyboard shortcuts could make life easier for the users.

Conclusion

The platform is not complete and is still a WIP. So far the messaging part has been defined but needs to go through a couple more iterations. The other pages in the site will be redsigned in future sprints to come.

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Phone Number

561 213 5083

Email

emily.lagrange@yahoo.com

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