Care Management

HealtheCare(SM) was designed for Care Managers to proactively monitor, coordinate, and facilitate health services across a high risk population. This population group typically consists of people with chronic conditions (i.e. diabetes), complications and that highly utilize the health care system (i.e. continual ER visits).

the problem

Care Managers are typically nurses by trade and work within an integrated health care organization or insurance agency. They need the ability to track their case assignments, to ensure that notes about the case are kept up to date and to access up to date clinical information about their assigned case.

Establishing user understanding

In the first few weeks of the project I met with stakeholders from engineering, solution strategy, and clinical strategy to ensure that we documented the various assumed workflows (not yet validated) of the different personas that we identified as being part of the Care Management process.

Throughout the process I developed various artifacts to assist in telling the story of the users. This included Persona Cards which I took to meetings, and posted on boards of common areas. We also worked through Content/Functional flows to discover any potential content and technical constraints of the architecture.

Once that round of documentation was completed, me, and assigned researcher Rachael Daniels, hit the road, with the project team, to talk with Care Managers throughout various client sites. Our goal was to ensure that we had validated processes, understood their pain points in working with cases and gain deeper understanding of the clinical scenarios.

validation

After adjusting workflows and documentation based on the field research I began working with my team or designers (Chris Magee-Jenks and Jessica De La Cruz) to ideate various ways to approach the broad problems. We gathered a number of insights while in the field ranging from how the Care Managers preferred to document their cases to how they utilize task management tools to determine next steps for a person.

As we worked through concepts, wireframes, and designs we continually touched based with each other to keep these insights in mind. Daily standups, weekly reviews, and bi-weekly deep dives helped to keep everyone on track.

usability Testing

To continue gathering feedback from users, we worked with our researcher to conduct moderated usability tests on various concepts. The results provided great insights on how to move forward with ideas/designs. We continually met with the project group to present findings to open up conversations and collaborate on solutions.