After a decade apart from design, I reentered the field as Lead UX Designer at PerfectServe, a healthcare solutions provider specializing in secure messaging among care staff, physicians, and patients.
In this role, I had the opportunity to reestablish my connection with design by conducting hands-on user research through interviews and usability testing. I collaborated closely with agile development teams on both web and mobile apps, and I was in frequent contact with physicians and care teams. This allowed me to directly interact with nursing staff and physicians to test hypotheses and software ideas, a particularly fulfilling aspect of the role.
Clinical Event Push - Administration
Clinical events in healthcare facilities, such as admissions, condition changes, medication administration, and more, follow specific established protocols. These events need to be categorized, captured, and processed according to facility-specific routing rules, often integrated into systems like hospital management systems (HMS) or messaging apps.
Our process involved interviews, sketching, wireframing, and progressively advanced prototypes, culminating in feature development.
Clinical Messaging App
We chose to develop a new messaging app utilizing our communication decision engine to enhance communication within the broader care team, not just physicians. This involved interviewing nursing experts, hospital administrators, and physicians, followed by concept wireframing, paper and digital prototype testing, and remote usability tests with qualified participants.
Client Services Portal
We aimed to enhance and expand the web portal for internal client support technicians and customer admin users, enabling system administration tasks like setting up physicians, care teams, nurse schedules, and escalation processes.
Interviews, surveys, and domain expertise acquired over 15 years guided us in creating initial wireframes. We progressed through low to high fidelity prototypes, constantly collaborating with users to ensure the concept's alignment and reception.
Physician App
With our initial app having been in use for years, user requests, support ticket analysis, interviews, and surveys highlighted the need for improvement. Aligning it with the upcoming Care Team app, we aimed for consistency, including an iconography overhaul, necessitating asset redesign.
Hospital administrators and physicians were interviewed, leading to wireframes, paper and digital prototype testing, and remote usability tests with qualified participants.
