What I worked on...

• 🧑‍🔧 Working with multi-functional teams; Product Manager, Business Analyst and Development to evaluate problems and finding solutions.
• 🧑‍🤝‍🧑 Persuade teams about the importance of user experiences and values of applying the principle to the workflow
• 🖌️ Provides mockup, low-fidelity to high-fidelity prototype as a discussion point between stakeholders

Discovery

I started the research by collecting user feedback from our customer support teams, then conduct the interview with some of the nurses working with medical records as a method to get ourselves into their problems and behaviors.

After addressing all feedbacks to the board by categories, we then establish our personas to see emotions and figure out part of the process that they struggle the most. Categorized by two type of user; department nurse who is requesting documents and medical record officer who is working with all requests and medical record management.

Personas

We divided their process into four main sections; Preparation, Requesting records, Receiving records and Returning records. Finally, by analyzing all the information we got from the journey, we put our development ideas into each section.

User Journey Map

What is the problem ?

• A record is missing after being used. There is no way of tracking records that had been checked out from MRD department. Most of the problems came from human errors for example misspelling, poor handwriting, wrong number indications.
• Data display in the request forms were not well categorized which makes user frustrated. Moreover, it is much slower for a new nurse to familiar with the pattern.
• The system does not have the proper tool to manage record to their workflows such as creating volumes, archiving and some multiple files action abilities such as create folders, check in, check out.

Designing

Sketching and Brainstorming

First, we sat down together and tried to illustrate our ideas on the board about the direction to solve user problems from the findings.

Changing all process into a full electronic health record system was considered as a laborious option because it requires a lot more efforts to translate all of the physical data into the digital form. Additionally, some policies applied to specific documents not being able to stored electronically

As an optimal solution according to the timeframe, our team decided that the system will focus on the workflows that users struggle the most including record requesting, tracking and updating the status of each record. Finally, we listed down our improvement goals.

Our Improvement Goals

Wireframing

Based on the feedback we got, I created the overall software flow that matched with our personas.

I begin the design with wireframe sketches to illustrate our ideas with stakeholders as the quick way to generate different ideas to discuss and retrieve useful feedbacks

Prototyping

Testing

Our session were conducted by both moderate and unmoderated testing to analyze the usability of our products. I use my laptop (moderated) and Skype plus a screen (unmoderated) sharing to track a user interaction with the screen.

We invited 6 participants including nurses from the hospital in the hospital we worked for and some nurses that we found on the internet. 4 users had a decent experience with personal computer software while the other 2 considered themselves to be a rookie in technology.

Findings

• Some departments needed to have their own folder set for a specific type of care in the department. For example, the psychiatry department used an episode of care to group folders together. Our team created a label concept to address this problem.
• Our transfer record feature creates more process to the sender. Instead of using an action button to transfer, we displayed only the last scanned location when records were scanned to provide information about where documents were transferred.
• Different departments have a distinct workflow for their nurse. We have to find common patterns to design flexible solutions.
• Multiple actions were being used more than our expectation. Most of the time the process was done simultaneously to handle many patients at the same time.

Additionally, I worked with engineers on some screen states (empty, failed, success), edge cases and other error handling to make sure the design was consistent with the company guidelines.

Final Product

Request

Record Management

Takeaway

While some functionality was specifically designed for a physical documents, we can improve this tracking concept to support the EMR in the future e.g embed a link to open the EMR program