Care3’s client wanted a digital solution to creating an Incident Report that would decrease phone calls made to the PACE (Programs of All-Inclusive Care for the Elderly) center and eliminating the use of a paper form.
Care3’s clients were seeing an increase in phone calls to the PACE center every time a patient or their family member reported an incident. To decrease the amount of phone calls they were receiving and recording information on paper, they tasked us with the challenge to create a digital Incident Report, a form that notifies the clinician team about a patient’s fall or injuries, as well as give the care team an option to see the results in a data chart on the Care3 mobile app.
MY ROLE & our timeline
I worked as solo UX Designer at Care3 apart of a half remote team, focusing on Research, Experience Design, and Data Visualization.
Collaborating with a company of 8 other teammates (3 Founders, a Product Manager, the CTO, and 3 developers), we completed this project in 5 months. Working with a remote CPO, CTO, CMO, and Project Manager was challenging especially since there were no processes or organization in place which caused this project to take longer than expected since we kept on iterating on user flows, designs and wireflows. During this project, we found a routine using Slack, Google Docs, Lucidchart, and Pivotal Tracker to communicate and found a streamlined process of completing projects.
Checking out the competition
We conducted a competitor analysis to see if any competitors in the health/wellness category were offering what our clients were looking for and to spark design inspiration.
Our assumptions were correct in guessing that no other competitor offered a mobile incident report but found design inspiration for the mobile notification from Healthloop and data graphs from CareZone.
My Design Inspirations
UNDERSTANDING THE USERS
Once we checked out the competition, I wanted to understand our users, we identified 8 different users but focused on the Care Coordinator and the Patient since they both would use the Care3 app the most.
I met with a few different Care Coordinators from PACE centers and got to speak with them about their job and caring for patients in the program which is how I identified our two personas. After talking to the Care Coordinators, I noticed that they were carrying around massive binders to record each patients information; the amount of paperwork they had and the number of calls they would receive confirmed our teams hypothesis that a digital incident report would alleviate their workload.
Flow of our users
After understanding our users, we needed to figure out where these new features would fit into the current app flow and how each user would interact with it.
Users already found the mobile app complicated to use, to decrease their confusion, we wanted to make sure any new feature that we added would not make their experience worse. Creating a user flow helped the team visualize how the app would work as well as brought some organization to the team.
Scenario: Charlie (the Patient), coming back from vacation, steps off of an airplane and realizes he has bluish fingernails and toenails. He needs to notify his PACE care team so he opens up his Care3 app and fills out an Incident Report form. His Care Coordinator, Maria, is notified and follows up with Charlie and his care team for next steps.
Designing the new features
After understanding how the Care Coordinators and their patients would interact with the digital incident report, we started an iterative design process.
There was a lot of complexity on how this new feature would work and while half our team was remote, it meant that we needed to utilize our time in the office when out-of-town teammates were in-office…so I started to whiteboard and sketch ideas and then went through several rounds of designs until we all came to agreement.
I focused on designing 4 key areas: an updated menu, Incident Report form, the chat notification, and data visualization of the incidents displayed in a graph. At this stage, I learned that there was hesitation from the development team to complete the notifications and graphs. They were concerned with building a chat bubble that had clickable elements inside and creating mobile graphs since no one had built either of these items before.
After the high-fidelity designs were complete, wireflows were created to guide development.
Development had expressed their concerns in building a chat bubble that was different from the norm as well as building mobile graphs since the team did not have experience in either of those areas. The design for the notification changed after speaking with the CTO on what he could build instead but for the rest of the feature, we thought it would be helpful to give the development team a guided wireflow of how each screen or button would interact along with detailed notes linking to specific stories in Pivotal Tracker to make their job easier. They found this process to be helpful so we implemented it into all future sprints.
The internal and external developers worked together to complete the designs and we delivered this product on time to the client.
We accomplished our goal of decreasing phone calls to the PACE center by 60% and they praised us for decreasing their workload as well.