After nearly 10 years away from design, I jumped back in with a role as Senior UX Designer for PerfectServe, a healthcare industry solutions provider focused on secure messaging between care staff, physicians and patients. From their website:
"PerfectServe improves patient safety and reduces provider burnout by automating workflows, speeding time to care, optimizing shift schedules, and streamlining communication."
This was a tremendous opportunity to reengage with my design roots, get practical experience with users via interviews, usability testing and research, and learning to work with agile development teams on web applications and mobile apps.
My favorite aspect was spending time in the hospital environment, working directly with our nursing staff and physician users to learn directly from them while testing our theories, feature concepts and upcoming or newly released software.
Clinical Event Push - Administration
There are specific ways that clinical events are handled in a given facility. These are things like a patient being admitted, their condition changing, medication being administered, being released, or even dying. These events are captured, categorized, and then handled per very specific routing that's long established but has to be ingested and mapped when applied to new or changing systems like HMS (hospital management system) or messaging apps like ours.
We did interviews, sketching sessions, wireframes, then increasingly higher level prototypes leading to development of the feature.
Clinical Messaging App
We opted to build a new messaging app that would leverage our communication decision engine (the primary IP of the company) to improve how the wider care team (vs physicians only) communicated with each other in the clinical context.
We did interviews with nursing domain experts, hospital administrators and physicians, wire-framed concepts, tested paper prototypes and lightweight digital ones, then conducted remote usability tests with qualified participants.
Client Services Portal
We needed to improve and extend the web portal used by our internal client support technicians and the customer admin-type users to administer the customer's system - setting up physicians and care team members, nurse schedules, escalation processes etc.
We did interviews and surveys, and relied heavily on the domain expertise acquired over 15 years of close observation and integration with hospital systems to produce initial wireframes, then low to high fidelity prototypes as we continually worked with users to determine the concept's fit and reception with users.
Our first app had been in use for several years, and we needed to improve it based on many user requests, analysis of support tickets, interviews and surveys. We also wanted to make it more consistent with the Care Team app we were also building, including an overhaul of the iconography used in the existing application, which meant redesigning or creating new assets.
We did interviews with hospital administrators and physicians, wire-framed concepts, tested paper prototypes and lightweight digital ones, then conducted remote usability tests with qualified participants.