Employee vaccination submission portal
A rapid product design case study for validating a COVID-19 vaccination status workflow.
A unified practice management platform for counsellors
- role
- Design lead
- design team
- 3
- wider team
- 20+
- duration
- 1.5 years
- interface
- Desktop
- industry
- Mental health
summary
Working with product and clinical stakeholders we spec’d out and built a full practice management system for our internal providers. I lead the design team in running workshops, UX consultation with technical teams and creating prototypes. The solution was built on top of the Microsoft D365 platform, which meant we had to be strategic and creative with how our work. What this meant in practice was a lot of weighing cost benefits of defining new patterns vs using out of the box solutions.
Based on our goals on other product offering in the space we identified some primary feature sets which were mandatory and crucial to the success of MVP.
MVP feature sets
- Charting
- Scheduling
- Client records
- Task queue
Context
New team spun up to rebuild our clinical admin tools and front office solution. The mandate for the team was to integrate directly with our new member(customer) initiative.
Strategy
Chat with lot's of people. I really wanted to get a strong sense for who our users were and what hey cared about. Once I understood that I could act as advocate for balancing UX concerns with business needs and technical limitations. Following initial connections I also built out a feedback channel for our Alpha users.
Impact
- Daily driver for over 250+ counsellors helping over 10,000 clients
- Improved counsellor satisfaction with their tools and how supported they felt at work.
- Client satisfaction also increased due to data or context persistence.
solutions
This was a sprawling project with plenty of nuance and trade offs. I've pulled out some of the features that I believe are the most novel and interesting below.
If you want to discuss anything specifically < contact me >
IA and Navigation
The information architecture and overall navigation structure of this project was probably the most interesting piece. We had a lot of pieces to consider that always lead to some tension with our design decisions. Said another way, the right answer wasn't obvious.
Considerations
- Change management
- Existing platforms
- Users technical literacy
- Feasibility within D365
- Time & Effort
- ...
Working with our users and technical team we came up with a overarching metaphor of the
If you are clicking this your must be under 25.
Let me give you a quick crash course.
Manilla folders were how humans sorted and kept records before computers and even . after computers. They have fallen out of fashion in the last 20 or so years due to the physical space they occupy and the inherit friction they present being physical items.
They do however offer a strong usability heuristic and traditionally did work effectively and intuitively.
I've included a some images below to illustrate the user flow.
Just look at that smile!
02 - overview diagram
One thing we found out rather quickly based on feedback was that "clean" interfaces were't what our counsellors wanted. They preferred dense and information rich UI's where they didn't need to navigate much.
Clinical notes
The information architecture and overall navigation structure of this project was probably the most interesting piece. We had a lot of pieces to consider that always lead to some tension with our design decisions. Said another way, the right answer wasn't obvious.
Considerations
- Change management
- Existing platforms
- Users technical literacy
- Feasibility within D365
- Time & Effort
- ...
Working with our users and technical team we came up with a overarching metaphor of the
If you are clicking this your must be under 25.
Let me give you a quick crash course.
Manilla folders were how humans sorted and kept records before computers and even . after computers. They have fallen out of fashion in the last 20 or so years due to the physical space they occupy and the inherit friction they present being physical items.
They do however offer a strong usability heuristic and traditionally did work effectively and intuitively.
I've included a some images below to illustrate the user flow.
Just look at that smile!
02 - overview diagram
Clinical notes need to be filled out for every clinical interaction. There is the compliancy requirement and there is the counsellor requirement. First step was understanding the business requirements and our legal obligations and mapping it out it's full complexity
impact
Wins
The platform became the daily driver for over 250+ counsellors, who worked with over 10,000 clients Improved counsellor satisfaction with their tools and how they deliver service [#]. How supported counsellors felt in their work also rose as a bi-product of our efforts. Client satisfaction also increased - multiple factors contributed to this but the disconnect between the platform content and their counsellors were measured as a pain point.
Learnings
The platform became the daily driver for over 250+ counsellors, who worked with over 10,000 clients Improved counsellor satisfaction with their tools and how they deliver service [#]. How supported counsellors felt in their work also rose as a bi-product of our efforts. Client satisfaction also increased - multiple factors contributed to this but the disconnect between the platform content and their counsellors were measured as a pain point.
Important information at a glance for new and returning clients.
Specific call-outs: Assessments, Episodes of care, Entitlements, Care plan activity
Important information at a glance for new and returning clients.
Specific call-outs: Assessments, Episodes of care, Entitlements, Care plan activity
research
For all my nerds
I know it doesn't make for a great case study but I'd be remiss if I didn't mention the research pipeline we set up for this peace of work.
We were creating this project for counsellors offering service from our mental health. So we had clinical leadership involved from the beginning, we worked closely with them both in setting goals and to better understand the KPI they cared about but also as ambassadors to interview and work closely with counsellors directly.
0 balls
Learnings
Lorem ipsum dolor sit amet consectetur adipisicing elit. Laboriosam in velit placeat iusto doloribus necessitatibus veniam, sit nihil impedit dolorem!
Lorem, ipsum dolor sit amet consectetur adipisicing elit. Maiores neque fugiat, iste fuga possimus, quos est ipsa, debitis quia quae perspiciatis itaque corporis porro rerum atque? Ea tenetur cupiditate hic eius repellendus deserunt itaque! Ea quas suscipit ducimus. Voluptates dolor illo assumenda natus unde vel, eveniet dolorem a tenetur et ad, laboriosam alias soluta, expedita laborum fugiat inventore repellat fuga ut repudiandae culpa suscipit facere! Possimus dolor ducimus, deserunt voluptatem doloremque fugit minus blanditiis corrupti adipisci molestiae, odit pariatur consequatur.
Important information at a glance for new and returning clients.
Specific call-outs: Assessments, Episodes of care, Entitlements, Care plan activity
Important information at a glance for new and returning clients.
Specific call-outs: Assessments, Episodes of care, Entitlements, Care plan activity
Other work