Follow-Ups


Customizing medical program workflows

Problem


How might we effect a framework that accommodates unique workflows and program-specific tasks within a recommended workflow of program-agnostic tasks?

Summary

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  1. Redesign initiative
  2. 4-month timeline

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.

Tasks, Compliance, and the NCDR

Hawkeye consists of a set of tasks to ensure program integrity and adherence to National Cardiovascular Data Registry (NCDR) guidelines.

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Tasks completed by users are mapped to NCDR guidelines, or, recommended tasks.

Program-Specific Tasks

Some programs require unique, program-specific tasks as follow-ups to surgery in the post-implant stage of the patient’s journey.

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Program-specific tasks were added to the set of recommended tasks upon request.

Burden and Annoyance

Tasks could be hidden at the program level upon request but the addition of any task was program-wide by default.

Consequently, 1) the Hawkeye admin burden was excessive given the number of unique tasks and hidden tasks requests and 2) the interface was cluttered with unwanted tasks for most customers.

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Program-specific tasks in the set of recommended tasks were relevant to some programs but an annoyance to other programs.

Strategy


Summary

  1. User interviews
  2. Tasks audit and analysis
  3. Low-fidelity prototypes
  4. User testing
  5. Final definition

Description

My intuition was to empower the end user with task definition—user authored tasks—which would 1) eliminate unique tasks requests and 2) establish the product as customizable (an overarching goal of the business).

To confirm the desirability, feasibly, and viability of what became known as Follow-Ups, I first 1) conducted user research around unique tasks needs, then 2) oversaw a task audit to define tasks characteristics, and lastly 3) aligned design direction with business goals.

Tasks Audit

Central to the overall effort was a tasks audit and analysis.

Every task consists of input elements with at least one required element. For example, the task Schedule 1-Year Follow-Up consists of a date and follow-up type that the user must provide in order to complete the task.

Accounting for the attributes for every task was essential to preserving program integrity while allowing program customization.

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Prototpe

Central to the overall effort was a tasks audit and analysis.

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User Testing

I arranged user testing with an external researcher who found general concerns around form completion, which we subsequently triaged and addressed.

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Key insights from user testing.

Challenges


Summary

  • Tasks redundancy
  • Program integrity
  • Technical debt

Description

What if users define tasks that satisfy requirements of a recommended task?

Given user authored tasks, tasks redundancy and gaps in completion was a possibility in that a user authored task could consist of attributes that define a recommended task. For purposes of integrity, it is imperative that recommended tasks in this scenario be marked as complete upon completion of the user authored task.

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Program-specific tasks are mapped (or not) to recommended tasks and marked as complete if appropriate.

Solution


Summary

  • End user task defintion
  • Automated task mapping
  • Product customization

Description

The solution on the front end is a general task defining form with optional attributes, allowing for customers to define tasks specific to their workflows

On the back end, the solution is an exhaustive account of all tasks such that for any user authored task, a mapping to any predefined task occurs automatically

Comprehensively, the solution was the first step towards end user customization of the product, specifically means to define tasks as follow-ups in the patient’s post-implant journey.

Customers can now follow up patient procedures by adding a follow up or by completing a recommended task. If the former, customers simply click the relevant CTA and provide relevant attributes to the follow-up. If the attributes they provide map to a recommended task, then that task is automatically marked as complete once the follow-up elements are provided.

The solution is a seamless integration with user authored tasks and predefined tasks.

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Recommended tasks in the post-implant phase and steps to create a custom task in he same phase (on stage).

Results


Summary

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Description

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

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—Nurse Coordinator

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

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Work


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