3 min. read
Methods
Site analytics
Systems audit
Cognitive inquiry
Surveys
Qualitative interviews
The problem
A medical clinic wanted to expand its reach and better understand patient experience and well-being.
Through surveys, site analytics, cognitive walkthroughs, and field research, I audited the existing operational system and uncovered three core friction points:
My roles
User Research
Service Design
Procurement
Timeline
6 months
Team
Sole contributor, contract
Tools
Excel, Google suite
Issues
Channel fragmentation
Multi-channel messaging placed a heavy mental burden on staff to piece communication trains together
Repetitive tasks
Repetitive communication tasks prevented front desk staff from completing their workload
Insufficient internal documentation
Information on operations, treatments, and responsibilities was inconsistently documented
To solve this, I lead the implementation of two major changes
Communication consolidation
Evaluated and procured new software that synced with EHR, unifying patient calls, texts, and internal notes into an omnichannel stream
Information clarity
Developed comprehensive internal documentation for staff operations, including product sourcing, staff and patient onboarding, and treatment communication
The impact
By consolidating communications and informational clarity, patient communication wait times decreased by over 24 hours
