Paula Castillo | Primavera

About the Product

Primavera is a three-product solution that assists health-related organizations in Miami (USA) to manage and integrate data of patients, hospitals and insurances.

Product goal

Minimizing the risk of illness in patients by recording and following their cases so that hospitals and insurances will not spend unnecessary money on medications and treatments for an illness that could have been prevented.

Why Primavera is unique?

There are different applications that collect patients or expenses information but do it separately, Primavera integrates both data on a single platform making it transversal and more efficient for each collaborator that use it.

Research methods

Competitors
analysis

Users
journey

Creation of
personas

Sitemaping

Prototype
testing

My contribution to the team

Create the user's journey map: in order to understand who interacts with the application and what are their goals when using it.
Collaborate with the competitor research: with the UX/UI team for the current products used by different hospitals and insurances in the USA in order to identify the pros and cons for each one.
Define the sitemap: interpreting the user's journey to organize the product's features.
Define UI: that will be used throughout the three applications.
Created high fidelity mockups & prototypes to test and refine where necessary.
Iterate design: Based on the feedback received by the product's owner and clients made the appropriate adjustments.
Handover the assets to the development team: and check on the progress regularly to ensure it is aligned with the design provided.

Team

Product owner, project manager, two ux/ui designers and six developers.

Style guide

To decide the style guide we gave a concept to the product, Primavera which means 'spring' in English is about rebirthing into a new healthy life.

typography

Typography

Since this app is going to be used on a daily basis throughout the day, I selected the font Roboto which is an easy to read typography.

colors

Color palette

The selection of colours was based on the ‘spring’ concept. Additionally, the chosen palette scheme is modern to transmit a life feeling.

A colour was assigned to each app, yet the three of them combine harmoniously as a single product.

This product is an electronic health record system that contains the patient’s medical history, demographics, diagnoses, medications, treatment plans, immunization dates, allergies, radiology images, laboratory and test results, all this is available in real-time.
UX objectives:
- Understanding the end-to-end flow of a patient.
- Finding out the different users involved at different stages of the process.
- Identifying the main information that each user requires in order to improve the speed and quality of the patient's experience.
Who are the users?

User’s journey

In order to understand who is involved in the process and the objectives of every user, we created a storyboard that helped to comprehend who is interacting with the software.

The receptionist welcomes the patient.

The nurse takes the patient's symptoms and vitals.

The doctor diagnoses the patient based on the information collected.

The patient may book for the next appointment.

As a result, we identified the need for three roles that would interact with the application and we defined their tasks and goals. Also, for design purposes, we collected information about what devices the users would operate when interacting with the application:

Medical clerks

The medical clerks are the first to come to the scene when receiving the patient at the reception, collecting their demographic information, processing admission and transferring to nurses or doctors.

Device: Desktop

User's goal: To ensure patient charts, paperwork and reports are completed in an accurate and timely manner.

Nurses

Nurses receive the patient after checking at the reception. They record, report and monitor symptoms, take vitals or changes in patient’s conditions.

Device: Tablet/desktop

User's goal: Maintaining accurate patients’ reports and medical histories. If inpatient, nurses administer medication and treatment to them.

Doctors

Doctors diagnose patients by referring to the information collected by the nurse, medical clerks and their history, carrying out treatment and referral when necessary.

Device: Desktop

User's goal: To provide an accurate diagnosis when they encounter the patient, the information collected by receptionist and nurse will influence this diagnosis.

Sitemap

Once we knew the desired outcome of each user, we created the sitemap that helps to see how long it takes for a user to complete a task or find the information they need.

Making it more usable to the medical clerks

We recognised their workload and the frequent rush that they have in a hospital, therefore we added the capability to easily edit at any time the patients' demographic information, insurance and beneficiaries.
Making it more usable to the nurses

The primary navigation menu expands and contracts as necessary to provide great space utilization.

This patient’s card contains the most relevant information for the nurse during the encounter with the patient for their convenience.

The notifications panel will keep the nurses up to date when a patient is ready for an encounter or when nurse needs to administer medications to a patient.

Nurses have quick access to main actions at any time such as adding medications that the patient might be already taking or add notes.
When a patient has gone through a surgery, has been hospitalized or has a long-term health condition is assessed by a case manager. A case manager is the communication channel between doctors, patients, vendors and insurance companies.

The product’s goal is to support case managers to plan the care of inpatients or outpatients by coordinating the necessary medical equipment or treatments.
UX objectives:
- Uncovering the end-to-end stages that case managers go through to create an appropriate hierarchisation on the features access.
- Understanding the case manager responsibilities to translate them into features on the product.
- Comprehending the terminology that the collaborators of the hospital use to fully understand their job and be more empathic with the user.
Who are the users?

User’s journey

In order to understand who is involved in the process and the objectives of every user, we created a storyboard that helped to comprehend who is interacting with the software.

The CM is notified when a new patient is admitted.

The CM confirms the patient’s status with the insurance company and determines the level of care.

The CM follows up with patients to review their health progress.

When a patient is discharged by a doctor the CM is notified.

Before the patient leaves the hospital, the CM confirms the contact and emergency information of the patient.

Depending on the conditions of the patient, the CM coordinates the medical equipment with external vendors to be sent to the patient's home.

The CM contacts the patient’s emergency contacts to arrange discharge and the right logistics to get home.

The CM follows up with the patient to analyze improvement when necessary.

As a result, we defined user's tasks and goals:
Case Manager

A case manager in the USA is a registered nurse or a social worker, they look after the patient’s progress and put the effort to coordinate the insurance covers expenses, necessary medical equipment, treatments or therapies so that the patient has everything that is required to recover.

Device: Desktop/laptop or tablet

User's goal:

To validate patient coverage status.

To follow up with patients while a case is opened.

To make sure the patient has the right logistics to get home after being discharged.
Sitemap

Once we knew the desired outcome of the user, we created the site map that helps to see how long it takes for a user to complete a task or find the information they need.

The image on the left presents the dashboard which contains cards with relevant statistics for the CM that will help them to manage their patient and their progress.

The image on the right is a To-Do list page since a CM every day has different tasks. They are able to customize and create their own tags and organize as it is convenient for them.
Solved challenges

Patient’s chart provides the information and history that is relevant for the CM, including the cases, reminders and notes that makes the communication in the team easier.
This app provides clinical and financial data statistics in order to analyse patient care management, reduce costs and improve ROI in hospitals and insurances.
UX objectives:
- Understanding the different dimensions that the data can be analysed to provide significant insights.
- Identifying relevant filters that could be beneficial to the analysis that the user conducts.
Who are the users?

User’s journey

While creating the storyboard we understood how important it is for an analyst to have neat information, clear graphics and the ability to explore deeper these statistics to provide better insights to stakeholders.

Monitor the finances of the company.

Identify risks and project potential losses.

Create plans and make recommendations to limit risks.

Present plans to the stakeholders.

As a result, we defined user's tasks and goals:

Business Process Analyst

This is the member responsible to look after the financial part of the health system by analyzing membership, claims and expenses to improve decision making. Also identify and monitor risk accumulations. They collaborate within other teams quickly and consistently.

Device:Desktop

User's goal: To provide expert advice, data analysis and insights to key internal members of the organization.

Sitemap

Once we knew the desired outcome of case managers, we created the site map that helps to see how long it takes for a user to complete a task or find the information they need.

Thinking on the plans and projections that business process analysts provide to stakeholders, we added the capability of exporting the data to .xls or .cvs files which allows the user to, later on, customize the files as convenient.
Solved challenges

We also added the capability for the user to create customized reports so that analysts have quick access to the statistics that are under observation. They can customize the type of graph, the data that is displayed and add further filters to each report that they create.

Key takeaways

Creating the user’s journey makes the difference. We were able to uncover stages that later on were the key to create valuable features.
To understand the user is necessary to understand their terminology. To accomplish this project was important to understand the language that they use on a daily basis. In addition, I found it very interesting to expand my knowledge with a field that was new to me.
Daily stand-ups, organisation and split the workload. This was key to managing such a large project. In the beginning, me and my UX/UI peer were struggling to deal with a large number of components and styles, but it was a matter of creating a document containing the style guide for ourselves and developers.

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