Case Days


Redesigning patient scheduling and task management experiences for nurse coordinators

Problem


How might we provide a calendar view of case days and facilitate not only scheduling but also task mangement of cases via the calendar?

Summary

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  1. Redesign initiative
  2. 4-month timeline
  3. Development in progress

Background


Product Description

This work sample is about optimization of workflow management software in digital health.

Hawkeye is a web-based product whose customers manage the patient journey from post-referral through post-procedure milestones.

The product’s primary users are nurse coordinators who manage related AFib therapies within cardiovascular programs supported by Hawkeye.

Core Team

As lead designer, I collaborate closely with my peers to coordinate design activities in pursuit of viable solutions.

  • Product Manager
  • Product Owner
  • Lead Engineer
  • Senior Product Designer
  • Product Designer

Process

Our team operates on a balanced team model (à la the product trio) with continuous discovery and regular user check-ins.

Procedures, Cases, and Case Days

Medical procedures are referred to as cases. For any day on which a case is scheduled, that day is a case day.

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Case days list, legacy UI on stage.

Convoluted Flow

Hawkeye launched with case day scheduling functionality but the MVP feature required the end user to first 1) select a day and the number of cases for that day, and then 2) select patients for the resulting day and empty case slots.

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Adding cases, legacy flow on stage (concurrent UI updates in progress).

Suboptimal Experience

The experience was suboptimal in that it led with abstract rather than purposeful scheduling—nurses do not schedule sets of cases so much as they schedule individual patient procedures.

Additionally, the original experience lacked a calendar view and provided a relatively static list of cases.

User Needs

From continuous discovery we learned that our customers wanted 1) improved means to schedule individual procedures, 2) improved means to manage cases, and 3) a calendar view à la Outlook for scheduling cases and other patient touch points.

Strategy


Summary

  1. Clarify requirements
  2. Competitive audit
  3. Prototypes
  4. User testing
  5. Final definition

Description

Providing calendar functionality is straightforward enough but like any general ask, the result can differ from what was originally envisioned.

Hawkeye’s first iteration was in part understandably built without detailed requirements, whether in the form of business rules or functional specifications. My first step was to not redesign the existing functionality but rather, clarify the requirements underlying that feature.

I then looked at obvious examples, specifically Apple Calendar, Google Calendar, and Microsoft Outlook and for our purposes crafted the best thereof in coordination with our lead engineer.

With a design system already in place, I augmented that system with components appropriately and then tested high-fidelity wireframes with real users.

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Adding cases, legacy flow on stage (concurrent UI updates in progress).

Challenges


Summary

  • Scope increase

Description

As far as challenges go, the addition of a feature to the initiative proved to only to be worthwhile.

Cases are about patients and although the type of attributes for each case is the same, the patients vary. We learned from our research that nurses attach notes, typically stickies, to cases as they schedule them. Notes in this context are invaluable for they serve as soft reminders to everyone.

Similar to the existing case days functionality, Notes was a legacy, albeit rudimentary, feature. So, per the strategy above, I got clear on requirements and proceeded accordingly.

Solution


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Updated Case Days, month view with case details modal.

Next Steps


Summary

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Description

Customers embraced the new functionality, which received positive, qualitative feedback:

“Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.”

—Nurse Coordinator

Quantitatively, the product’s net promoter score increased by X%.

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Work


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