Digitization of Patient Records Simplified
CLIENT
SLC Healthcare
TEAM
Myself, design lead, dev team & project manager
DURATION
1 year
MY ROLE
UX Researcher
UX Designer
TOOLS
• Adobe XD
• Balsamiq
BRIEF
The project aimed to digitize paper-based patient medical record tracking sheets, streamlining the process for healthcare providers to manage and update medical records, schedule appointments, and communicate efficiently.
RESPONSIBILITIES
• User Research
• User Interviews
• Usability Testing
• Data Analysis
• Prototyping
• UI Designing
• Coordinating with Project Manager
• Team Management
The increase in technology usage by medical front desk staff since COVID-19 led to a high user error rate and decreased productivity due to a dependency on paperwork and complex software not easily accessible without prior training.
PROBLEM STATEMENT
IMPACT
This intuitive experience enhanced taxonomy, information architecture, interaction animations, and optimized visual dashboard using Webflow. This resulted in a 15% increase in overall productivity for clinic staff and patient wait time reduced by 30% in 1 year.
RESEARCH
User Research
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We conducted one-on-one interviews with 18 doctors, 12 nurses, and 5 administrative staff from 7 clinics and 2 hospitals.
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We distributed surveys to healthcare providers to gather quantitative data on specific issues identified during the interviews. The surveys included questions about frequency of use, ease of use, and specific problems encountered with the current system.
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Findings
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Users, especially doctors, struggled with navigating through multiple pages to find patient records, leading to frustration and time inefficiency.
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Front-desk staff found the interface confusing, resulting in errors and longer task completion times.
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Long patient wait times due to inefficient scheduling and check-in processes.
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Excessive time spent on administrative tasks reduced the time available for patient care.
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User Persona
Persona 1 : Sarah a 61 year old general practitioner with average tech skills, spends most of her time shuffling through papers to find relevant reports. She finds it exhausting and is willing to switch to digital portal but finds the dashboard extremely overwhelming
Persona 2 : Olivia a 29 year old front desk admin, with good tech skills, finds creating report for each patient from scratch very tedious and wishes to save time with an exhaustive portal with report templates.
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INSIGHTS
User #14(Doctor)
Doctors struggle with navigating through multiple pages to locate patient information which frustrates them & reduces the time they can dedicate to patient care.
"I spend too much time trying to find the right patient records.."
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User #07 (Nurse)
Many users find the interface unclear and difficult to use without assistance. This indicates a need for better design clarity and more comprehensive training materials
"The interface is so confusing that I often end up asking for help, which delays my work."
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User #5 (Front Desk Admin)
Front-desk staff are overwhelmed by the complex, multi-step processes leading to higher error rates and longer patient wait times.
"Scheduling appointments is a nightmare; I have to go through several steps just to book one slot."
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User #10 (Front Desk Admin)
Inefficient check-in processes and difficulties in accessing patient records contribute to long wait times, negatively impacting patient satisfaction
"Patients often complain about long wait times because it takes so long to check them in and find their records."
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COMPETITOR ANALYSIS
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USER WORKFLOWS
Several changes to the existing portal's interface and user flow were recommended, including simplifying the interface, reorganizing the layout, adding clear labels and explanations, and streamlining the process of completing tasks.
USABILITY TESTING VALIDATION
Grounded in the user’s emotional state and comprise the key ingredients of the experience with the product or service
INFORMATION ARCHITECTURE
Several changes to the existing portal's interface and user flow were recommended, including simplifying the interface, reorganizing the layout, adding clear labels and explanations, and streamlining the process of completing tasks.
Reduce the cognitive load on healthcare providers while increasing their productivity and reducing patient wait time
HOW MIGHT WE?
?
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The simplified interface makes it much easier to navigate through patient records.
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no longer worry about losing important information on paper, as everything is now neatly organized in the system.
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The new system has reduced administrative workload, allowing them to focus more on patient care.
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Creating reports from scratch is no longer a tedious task, thanks to the new templates.
Doctors
Front Desk Admin
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The clear labels and explanations have made it easy to learn and use the new system.
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The process of scheduling appointments is simpler and more efficient.
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The software has significantly cut down the time front desk admins spend on paperwork.
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Even though some aspects are still new, the overall system has made the job easier.
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The new system's improvements in user experience have received positive feedback from all stakeholders.
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The reorganization of the layout has streamlined workflows, increasing overall productivity.
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The new system design aligns well with our goal to optimize operational efficiencies.
Product Manager
FINAL SOLUTIONS
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An Admin Console for tracking appointments and schedules
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A Form and Report Builder with in-built templates
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A Front Office module with separate logins for staff and patients
Admin Console
A central panel for front-desk staff and doctors to keep track of appointments, schedules, create medical forms, and reports, which also aids in monitoring real-time database analytics and stats.
Report Builder
This module consists of in-built form and report templates to eliminate the time-consuming procedure of developing new forms everytime
Front Office
This module is designed for tab interface, having two different logins: for staff and the other for patients, allowing staff to enter details during registration or let patients fill by themselves.
WIREFRAMES
Several changes to the existing portal's interface and user flow were recommended, including simplifying the interface, reorganizing the layout, adding clear labels and explanations, and streamlining the process of completing tasks.
MY LEARNINGS
I realized the importance of research, and experienced a shift in perspective while working on the research, I learned that it's tough to design a product for two distinct audiences, especially when the needs of users who use the app every day, analyze the data and perform different types of treatments.