Improving hospital workflows with user-centered care plans

I have always been interested in designing software solutions that can improve the lives of people and make a positive impact on society. That's why I was thrilled to work on a project that aimed to create patient-centric healthcare software for major hospitals and healthcare provider across the globe.

In this case study, I will share with you the process and the outcomes of this project, from start to finish. I will also highlight some of the challenges and learnings that I encountered along the way.

Problem Statement

In the healthcare industry, providers often struggle due to using complex and outdated software systems: efficiency of care delivery often depends on them, and patients, doctors, nurses, administrators, etc are all affected. The system I started working on was not user-friendly, nor efficient, nor reliable. It caused many problems and frustrations for both the patients and the healthcare providers.

Some of the main pain points that we identified were:

  • Patients had difficulty accessing their medical records, booking appointments, communicating with their providers, and managing updates on their condition.

  • Healthcare providers had difficulty managing patient information, coordinating care delivery, accessing tools and resources, and collaborating with other teams.

  • The system was slow, buggy, inconsistent, and prone to errors.

  • The system did not meet the current standards and regulations.

Goals

The goal of this project was to design a new software system that would:

  • Provide a seamless and personalized experience for the patients, empowering them to take control of their health and wellness.

  • Enable the healthcare providers to deliver high-quality and efficient care to the patients, enhancing their productivity and satisfaction.

  • Improve the communication and collaboration between the patients and providers, as well as among different teams within the organization.

  • Ensure the management & privacy of the patient data, complying with the latest laws and regulations.

Design Thinking Process

To tackle these challenges, I collaborated with researchers & analysts, and followed a user-centered design process that involved the following steps:

Resolving Problems

The project followed a user-centered design approach, involving the users throughout the entire process. The main phases of the process were:

  • Discovery: In this phase, I conducted user research to understand the needs, goals, behaviors, preferences, and pain points. I used various methods such as interviews, surveys, observations, contextual inquiries, etc. I also conducted a competitive analysis to benchmark the existing solutions used by the providers & competitors. I synthesized our findings into user journeys & scenarios, problem statements, stakeholder maps.

  • Ideation: In this phase, I generated ideas for potential solutions that would address the user needs and problems. I worked closely with stakeholders & clients brainstorming, sketching, storyboarding to uncover real solutions. Our team then prioritized our ideas based on their feasibility, desirability, and viability. I used Philips design system to rapid prototype ideas.

  • Validation: We tested my ideas with real users to validate my assumptions and hypotheses. We used various methods such as usability testing, and user feedback sessions. I’ve collected qualitative feedback to measure the usability and effectiveness of the solutions. I iterated on our designs based on the user feedback and insights.

  • Implementation: Prepared specifications & collaborated with the developers to implement designs into functional services. Sketch & InVision were used to deliver final assets. We followed an agile methodology to deliver product features in sprints. I also contributed to design guidelines (so called UX moments) and documentation to ensure consistency and quality across the system.

Outcomes

The outcome of this project was a new software system that improved the experience of both the patients and the healthcare providers. Some of the key features and benefits of the system were:

Patient Portal

A patient portal that allowed patients to access their medical records, book appointments, communicate with their doctors, and manage their health plans.

Provider Dashboards

A healthcare provider dashboard that allowed healthcare providers to manage patient information, coordinate care delivery, access tools and resources, and collaborate with other teams.

Patient Management

A patient management module that enabled healthcare providers to create personalized care plans for each patient, monitor their progress, and intervene when needed.

Compliant with Regulations

A secure and compliant data platform that ensured the protection and privacy of the patient data, following the latest laws and regulations.

Case Management

A complex toolkit module that provided healthcare providers with advanced tools for different use cases such as diagnosis, treatment, prescription, etc.

Takeaways

The impact of this project was measured by various metrics such as user satisfaction, user engagement, task completion rate, error rate, etc. The results showed that:
  • The user satisfaction increased by 60% for both patients and healthcare providers.

  • The client adoption improved by 20%.

  • The task completion rate increased by 15% for patients and 20% for healthcare providers.

  • Streamlined patient onboarding process by 50%, resulting in 60% increase in daily tasks managed in the application.

Related experiences

Sounds good? Let's work together!

© 2023 David Kinoranyi. All rights reserved.