Your MD
CareHealth - Clinic Dashboard

Role & Skills 👤

I was responsible for:
• Competitive research
• Conducting interviews
• Facilitating brainstorming sessions
• Lo-fi/Hi-fi prototypes
• User testing
• UX design
• Final UI design
• Engineer handoff

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Project Overview 📄

The Care Health App is designed to improve
clinic-patient interaction and help clinics better manage their time, staff and resources.
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We aimed to improve appointment scheduling for patients and clinics. To do this, we designed a clinic dashboard (EMR), patient portal and a front-facing website (doctor marketplace).

This case study will focus on the clinic dashboard for staff.

The Task

To design a patient management dashboard for clinic administrative staff.

Research

We began our research by doing a competitive analysis of EMR platforms currently on the market. The competitive analysis helped us get a better understanding of the industry, what was expected and what were some of the gaps we could design for. By learning about how current clinic management dashboards work, we got a better understanding of our audience, this lead us to ask better questions in our interviews.

We later began conducting interviews with general practitioners, clinic receptionist, and clinic managers. These were some of the key learnings:

Brainstorm

Based on these learnings we made some assumptions:
• How might we help practices stand out and acquire new patients?
Provide a doctor marketplace that highlights the doctor's expertise and clinic benefits (ie. location, time available, services provided)
• How can we help clinic admin by lowering the amount of phone calls they receive regarding bookings?
Provide a patient portal for patients to book and manage their appointment.
Help admin staff manage bookings easily and effectively.
• How can we take advantage of time lost from no-shows?
Help provide last-minute appointments (in person or online)
• How can we build and provide better software for clinics?
Web based options with lower cost and high impact.

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Based on business needs, we were tasked to work on the clinic staff dashboard first, this way we would have a product offering for our direct users, which are the clinics.

User Persona

Our interviews helped us shape a persona we could identify with and design for. Since we are focusing on clinic administrative staff, we created a Clinic Receptionist persona named Anne.

Context

When/Where
Clinic staff will need a dashboard that is available on a desktop or an iPad as most of their time is spent in an office setting and they already use these devices. Based on this information, we will design a web application accessible on both platforms. This means the buttons will need to be big and information needs to be clearly laid out.

Needs
Clinic staff will need to be able to:
• See what appointments are scheduled for the day
• Be able to schedule an appointments easily
• Access other staff's schedules
• Be able to register a new patient
• Review patient bio and doctor notes
• Check a patient into the clinic
• Take care of billing and insurance

How we can help
Develop a dashboard that helps clinic staff keep on top of their
day-to-day tasks.

First Wireframe

Ideation

As you can see in the first sketch, we wanted to create a very simple schedule, inspired by Google Calendar. After speaking to our users, we quickly realized that the schedule required for a clinical context needed to be divided more clearly, there were multiple people involved, and appointments could be between 15 minutes to 60 minutes. This helped shape how times would be divided, how each appointment slot would look like and how these elements would behave on the page.

User Flows

A full business management flow would require us to design for multiple use cases (billing, insurance, referrals etc.), so we focused on first creating a product in a static state.

The dashboard will answer the following questions:
What is the doctors' availability today?
What do I need to do today?
What appointments are coming up?

A dashboard of this nature can be extremely complex, so we tried to map out what were some of the essential features we needed to add and what was the best way to show this information.

Iteration

Our first iteration was done with a white theme, but we decided to change the theme colour to highlight what was most important and help the user prioritize their workflow.

Features & Final UI

We continued improving the user interface by adding the Up Next and the Pending Tickets sections. These sections are designed to help the clinic staff keep track of their incoming patients and pending tasks.
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To create an appointment, the clinic staff can do so by using the Add Manual Appointment button (fixed on top right) or by directly clicking on the schedule.

If the user clicks on the schedule, the date and practitioner are automatically filled. It was important to minimize the amount of clicks or points of data entry.

If a patient does not show up to their appointment or cancels last-minute, the Wait List section can help fill available time slots.

Quickly find available times based on appointment length.

Check In - Clinic staff can interact directly with the time card to see if an appointment is cancelled, booked, checked-in, or complete.

mock up of computer with designed software

Test out the prototype

You can navigate the prototype by interacting with it or by scrolling through each screen.

See prototype

Summary & Next Steps

Some of the learnings from this project were:
• Research on the industry you are designing for is vital
• There is an infinite amount of use cases, so user testing is necessary in continuing to shape a new product
• New users and expert users can have different needs and opinions
• Although the time card interaction interesting, it may be hard to understand intuitively, further explorations will ensure that this feature is tested and continues to become better.
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Next steps:
• Create responsive versions of the dashboard
• Gather more user feedback and continue iterating
• Quantify impact of new design solution

Below is a Patient Journey Map of the current patient and general practitioner experience. I created a desired flow to identify some of the opportunities we could design for, thinking about both the patient and the clinic staff:

See Next Project 👉