Connecting practices and patients A coherent design and strategy led to increased
Providing better support for chronic care was a challenge for Fiona
Retrieving information was a constant hassle
Fiona found it challenging every time she was allocated a new patient. Tyra, 29, with multiple sclerosis walked in and approached Fiona at her desk for her doctor visit. Unfortunately, check-in was prolonged when Fiona couldn't easily retrieve her information and instantly know if she was a new or existing patient.
Mixed up appointments
Fiona used the application for a couple - Nancy, 58, suffering from diabetes and lupus and Leo, 63, battling high blood pressure and sleep apnea. The complex CCM interface left her confused, leading to mixed up appointments between the two, and worse, miss the appointments.
Using the interface was frustrating for Fiona. The constrained 980px width of the application was strenuous to work with. The multiple-page application refreshed every time she switched pages and tabs.
Low confidence while using the app
Fiona also took a long time to enter Tyra’s details, such as allergies, for registration. She also had to cross check to avoid any possible human entry errors, making the task tedious.
Care Coordinators like Fiona struggled with a complex UI resulting in confusion.
“We set out to make a difference to Chronic Care Management. We needed to power our strategy by streamlining workflows, increasing efficiencies, productivity and improving profitability. Only a coherent design and strategy would make it possible.”
The success of a conversational interface lies not only in its functional ease
but in its user-friendliness and aesthetics.
Understanding the audience
Care for patients with chronic conditions begins much before the patients themselves. It begins with the people they meet at care centres. We split these people into Service Providers and Care Coordinators.
Building a flow with users in mind
Helped create a baseline about what certain personas will do when confronted with different tasks and user flows are correctly optimized to easily move through the application.
Making structural decisions
Building flows around content provided a more accurate assessment of navigation paths required for the user experience.
Using good old fashioned pencil and paper, sometimes even iPad/tablet
Sketches brought ideas to life with more detail around layout and structure.
Creating wireframes helped develop the layout of content on a page to determine how elements of functionality could be integrated.
Patient centered design
We discovered that the missing link was a human-centric design. This helped us build better workflows and efficiencies and also ensured that advisors and patients were happier with every visit.
Interacting with people meant reaching out with clarity. It began by clarifying the applications structure. After we grasped the critical features and functions, we thought of the whole design system.
We cut through initial design and technical restrictions between modules. Building a better visual hierarchy resulted in implementing a clear system.
Fiona could use the app optimally that led to an increase in efficiency of tasks.
And when this unique experience came with designing a system for organized patient care, it went beyond business to working for a better life.
A happy patient was our end goal
“Not only can my care team organize information through revised information architecture, but a more intuitive product navigation system ensures ease of use and consistent context. What we have received is simplicity that cuts across, and reaches patients to make their lives a tad easier.”