We started by gathering information around existing user behaviors through phone and in-person interviews with nurses and supervisors in our Disease Management and Lifestyle Coaching groups.

The most common pain points were input lag and an overly complicated UI.

Timetrade (scheduling software) takes over a minute to make an appointment.

Disease Manager

I get distracted by the software, and patients I’m talking to can tell.

Disease Manager

Long Patient Messages workflow, no way to get back to previous screen.

Lifestyle Coach

Long load times between dropdown selections.

Lifestyle Coach

Hard to search by plan names, they’re named differently in different areas.

Nurse Supervisor

After gathering the information we needed from users, we used card sorting techniques to prioritize each pain point.

Building an EMR

In the next phase, I began to design a more modern dashboard interface that reduced the number of pages required for key workflows.

The final design incorporated sticky panels including a patient info panel for quick access to information and a notes panel to give users a convenient area to take notes as they talked to their patients. Some feedback and notes from stakeholders included:

• Users need to be able to convey authenticity when dealing with members.
• Every user has different workflows and workarounds.
• Need to keep momentum going by expanding user outreach.

Users were generally excited by the proposed changes and inspired the leadership team to more closely engage with UX for future projects. Visualizing data using bubble charts and infographics was a powerful tool to convey findings and observations, which can be further shared throughout the entire organization.