THE CHALLENGES
What started out as a narrowly focused application designed for specialized medical transplant providers, quickly grew in scope to become an online submission portal for medical providers of all kinds. With every iteration, stakeholders requested more and more design features. I’m proud to say we delivered an application that met all design requirements, and provided significant added value to users beyond the application itself.
THE RESULTS
The impact that our streamlined application had on the providers was significant. It not only provided comprehensive flexibility and transparency for all documentation data, it also dramatically reduced the timeline of payment for services rendered. Additional benefits included increased provider staff productivity and overall monthly revenue growth, as well as reduced overhead expenses through lossless, digitized storage of all data.
THE TIMELINE
July 2022 - December 2022
THE PRODUCT
An online hub to digitize the entirety of transplant documentation materials, while streamlining submission and updating processes.
THE TEAM
1 Design Lead, 1 UX/UI Designer
MY RESPONSIBILITIES
I was tasked with defining the problems and corresponding solutions for this project. This included identifying all pain points and possible design roadblocks, as well as collaborating with architects, systems analysts, business representatives, product owners, and a design lead to iterate and finalize a comprehensive digital solution.
UNDERSTAND
Gathered all project requirements and determined the scope and feasibility of the final product.
DEFINE
Actualized a plan to provide a design solution to provider pain points.
ANALYZE
Developed a deeper understanding of medical terms and structures of documentation.
IDEATE & BUILD
Drew inspiration from existing forms and design system components to deliver a successful digital product.
THE PROBLEM
The submission process of transplant procedure documentation is a time-consuming, disorganized, and rather confusing obstacle for providers and their staff.
THE SOLUTION
Design an online documentation portal and digitized forms to provide a concise, highly detailed, accurate, and streamlined submission and update process.
USER PAIN POINT #1
Paper forms are utilized for all documentation within each transplant package - creating compounding issues.
USER PAIN POINT #3
Onsite storage of all documentation for each transplant package creates greater overhead expenses for transplant provider practices.
USER PAIN POINT #2
Manual processes for filing, mailing, and updating each transplant package reduces office staff productivity.
USER PAIN POINT #4
Delayed payments for provider services rendered are exacerbated due to the logistical outsourcing of documentation delivery.
USER PERSONAS
THE PROVIDER
Transplant Providers are highly specialized in the procedures they offer. Consequently, they are well-compensated for their talents and are constantly in demand. Time is of the essence in nearly every aspect of their day-to-day operations, and this is constantly stymied by a lack of digital adaptation by the medical industry as a whole.
THE STAFF MEMBER
Office staff members are responsible for the prompt and precise documentation process of all transplant packages. Navigating through a sea of paperwork is a significant drain on office productivity, and manual processes serve to only add roadblocks to an already bottlenecked set of procedures. Due to legality concerns, digital adaptation is met with suspicion.
USER GOALS
USER GOAL #1
As a transplant provider, I want an online solution for submitting new transplant documentation, so that my patient's insurance provider can view said documentation.
USER GOAL #2
As a transplant provider, I want the ability to view an expanded - yet brief summary of a transplant package, so that I can verify basic details like the most recent version, dates of services rendered, etc.
USER GOAL #3
As a transplant provider, I want the ability to view an exhaustive list of details regarding a particular transplant package, so that I can verify even the most specific data points regarding that patient’s procedure.
USER GOAL #4
As a transplant provider, I want to be able to edit a specific section(s) of a submission, so that I can update a transplant package as needed.
USER GOAL #5
As a transplant provider, I want the ability to view a different version of a submission, so that I can see what was either missing in a previous version, or what is new in the most recent version.
THE DESIGN JOURNEY
This was truly a cross-functional team effort. I enjoyed the collaborative nature of this project immensely. I learned a ton, and developed a deeper sense of trust in everyone involved.
THE TAKEAWAYS
This project taught me the value of involving engineering and other colleagues early on in the process. Collaboration is almost always the fastest way to the best design solutions.