We charted the user journeys of these people and noticed the complex relationships between care-givers (nurses, doctors, medical staff), patients, American healthcare policies and insurance providers – and how it made the patient and their families suffer in more ways than their ailments.
We set our goal to minimising the administrative load of patients and doctors by empowering nurses and enabling them with the right technology and training.
We set up a pop-up studio within the client's offices for two weeks after the research, where we held more workshops with their team and leaders to define the shape of the new product/platform. 12 QA and Support staff members, 5 BAs, 5 Designers, 1 Product Manager and the CTO collaborated with us during this period.
We realised that 'platforms over products' would work beautifully in this case. We proposed a technological shift to move from the legacy desktop based client to a Cloud based web solution. The advantages of doing this is: adding/removing/customizing features of the product becomes easier, care providers can be HIPPA and state-law compliant without too much hassle, care providers can select parts of the product to match their work style and it also made collaboration better between nurses and medical practitioners.
The redesigned product made it easier for nurses to access key information, faster for them to assign and complete tasks, reduce incidents occurring due to human error, reduced the number of incoming service requests and made it seem more easier to adopt and use.
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