Clinical Inbox Buckets

Clinical Inbox Buckets allow nurses, doctors and admin staff to customize their inbox structure for themselves. It allows work manager’s to set up work for their team. Ultimately, helping all users work do-ers and work managers to complete work faster.

Project Scope

  • Introducing the basic functionality for creating, editing, deleting, and sharing buckets.

  • This entire case study is representative of multiple quarters of work, from research to execution and future iteration sequencing.

My Role

  • Sole UX designer on a scrum team consisting of 4-5 developers. Actively participated in review cycles with design and product leadership, along with a close partnership with the department’s development architect.

  • Responsible for the entire design process from research to final execution and iteration. Engaged in weekly UX critiques to update peers on project status and gather feedback along the journey.

  • Collaborated closely with Product Owners and Tech Leads to align design with product goals and user needs.

Desk Research

The initial research for this project began by gathering in-house resources from standard collection methods, including Athena’s annual Net Promoter Score survey and the Voice of the Customer open forum, where customers expressed their frustrations and desires for the product. Through these avenues, I was able to pull together relevant data around the current experience with the Clinical Inbox.

N = 39

Learning 1: Users desire buckets to be custom and specific to their office.

Learning 2: Users express frustration with prioritizing their buckets.

N = 21

Concept Validation

Using a standard methodology from the Design Operations arm, I stood up a Concept Validation test. I created a 2-minute video of a prototype walking through high-level changes from the current inbox experience with a voice-over. Design Operations supports the recruitment of users and provides a standard survey for participants to answer.

Learning 1: Users are concerned about what happens to work routing and the current task assignment override rules.

Learning 2: Users expressed a desire to keep the oversight page and not loose the ability to monitor many worklists at a time.

Here is a prototype showcasing the work doer experience without the option to share worklists. This highlights the changes in layout and navigation from the current experience, along with the ability to create new buckets and pin them in the navigation.

Concept Validation Prototype

Problem Statement

Users of athena’s product range from doctors to administrative managers. The way they organize, monitor and accomplish their tasks from the clinical inbox varies greatly by user. This project seeks to address these challenges by developing a more flexible folder system for the clinical inbox and customized way to accomplish work.

User Flows

I created user flows that detail the functionality of column configuration for each inbox bucket for users with permissions to share with others. The explanation highlights how a shared bucket can be viewed differently by each user.

Design

Here is a prototype showing the work doer experience without the ability to share worklists. I iterated the designs to include an overview page and be more descriptive in the creation workflow, to help the user understand work routing.

Prototype

New Input Field

I collaborated with the development team to create a new form field that allows users to select the duration items have been in the inbox when creating new buckets. This project involved working closely with the developers to understand their proposed capabilities and aligning them with user needs. Together, we were able to develop a solution that helps users organize their tasks in accordance with their Service Level Agreements, which are based on the urgency of patient care delivery.

Results

Future Iteration Planning

2x2: Impact x Effort

With Product and Tech Leads

I led the scrum team with the product owner through whiteboard sessions to document potential next iterations for our project. We then applied these iterative features to an impact-effort matrix. Following that, I guided the team in an exercise to group and prioritize the features. This process helped us gain a clearer understanding of the larger efforts involved and how they would unlock or block other initiatives.

Sequencing