SERVICE DESIGN + PROOF OF CONCEPT + PILOT: Development of a new service that helps people with a genetic high risk for cancer navigate care.
Problem space: Most longitudinal programs focus on individuals who either have active cancer, or are cancer survivors. People with a genetic high risk of getting cancer (but do not yet have cancer), have a much less clear path forward. People are left to figure out their long term screening plan on their own (spoiler alert: many don't). At the same time, these individuals shouldn't need to travel great distances to see sub-specialists at top tier cancer centers for routine screenings that can be done locally.
Design question: How do we scale the expertise of a top tier cancer center while leveraging care that is local to the individual (i.e. care that is guided by, but not provided by the cancer center).
Design proposal: A service administered by the cancer center that helps consumers plan and navigate the care they receive locally (externally), such as how and when to schedule screenings, and opportunities to participate in research. This program empowers the individual to work with their local providers and more easily communicate what they want and need.
Business Objective: Develop a functional proof of concept that shows how a digital solution can help minimize waste; lowering cost and increasing potential for scalability.
Outcome: A proof of concept was launched with real patients. Quantitative and qualitivate metrics were collected to make risk mitigating improvements prior to a full pilot.
Implementation: The pilot is currently being planned for launch in 2023.
VISIONING: Imagining future scenarios to think creatively about adding new services to the core business.
Overview: Several weeks of exploratory primary and secondary research culminated with the creation of these vignettes. One memorable interview was with a participant who used Facebook groups to sell products amongst peers, which got me thinking about what "altruistic" motivators would be needed for people to do something similar with cancer screening and prevention (see "Sara's Story").
Deliverable: I made these vignettes to communicate research findings in a way that would be thought provoking to stakeholders. They were used to prompt discussions about how we plan to attract, engage, and retain new patients and consumers in the future.
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SERVICE DESIGN + PILOT: Development of a new staff role to better manage incoming patient messages via the patient portal.
Objective: Alleviate the burden of time it takes nurses and physicians to read, contextualize, and triage messages written by patients.
Design proposal: Create a new staff role (+ digital workflow) where a trained medical assistant functions as traffic control for all incoming patient messages. Create a library of pre-scripted phrases to answer FAQs from patients.
Outcome: The quantitative pre-post analysis of message volume showed that the newly designed staff role was able to traffic control and/or partially capture many patient messages. This lowered the volume of messages received by nursing and physicians. The pre-scripted phrases were well received in terms of how they increased workflow efficiency.
Implementation: The new staff role is currently in place in a large primary care practice. The pre-scripted phrases have been implemented at multiple practices.
This project focused on optimizing the staff "backstage" part of the service of the existing patient portal (seen above).
Map of digital workflow for the new staff ("EMA") role.
SERVICE DESIGN + PILOT: Full fidelity, multi-month pilot for an ophthalmology executive health practice.
Objective:Shorten eye appointment times to accommodate executive patients with tight schedules while maintaining an experience of high quality care.
Design proposal: Offer a non-dilation alternative to retinal exams and implement a streamlined multi-room system (refraction, examination, contacts/eyewear, etc.).
Outcome: The quantitative RFID tracking of patient participants showed that average appointment times were indeed shorter. The qualitative follow up interviews showed that satisfaction and perception of care were both very high.
Implementation: This "clinic within a clinic" is now a real offering within the executive medicine program.
The pilot was run in a design lab that was reconfigured with ophthalmology equipment. The effect was very convincing to patients.
I created this service journey board and asked staff to capture their issues during the pilot on sticky notes and place them according to their role and where it occurred.
DESIGN STRATEGY: Research for the optimization of an orthopedic surgery practice.
Objective: Frame qualitative patient insights in a way that can be used by leadership.
Design Deliverable: Insights from patients were distilled into a new set of guiding principles.
Implementation: The principles were deployed as a decision making tool during business meetings.
Activity where patients were asked to [retrospectively] prioritize their needs during their orthopedic surgery journey.
Insights were distilled into a report and set of guiding principles.
PRODUCT DEVELOPMENT WORKSHOPS: Co-creation of a device to stabilize IV lines and monitoring chords.
Objective: How can we help our nursing staff keep lines and chords organized while they transport patient beds?
A workshop was held with nurses to better understand their needs and goals for functionality.
A variety of materials were used as stimuli for discussion and ideation.
USER EXPERIENCE RESEARCH: Software with companion smartphone app for patients--EHR integrated.
Objective: Conduct research for an app that will help patients be better partners in the management of their chronic disease.
Design Deliverable: Insights gathered from interviews with clinicians were packaged as wireframes and service journey maps to illustrate the patient controlled mobile app and the clinician controlled desktop app.
Implementation: The app was released by the client on Android and iOS.
USER EXPERIENCE DESIGN: Study enrollment website and companion researcher interface.
Objective: Create a patient facing website and companion researcher interface to streamline the enrollment process for an atrial fibrillation study.
UX Design: Fitness Apps I facilitated a series of design sprints for my team with a goal of developing app concepts that could enhance ASUS' current or planned portfolio of products.Read more...