Responsibilities
Research, Prototype Design System User Testing Design Documentation
Role
Product Designer
Timeline
2023 - 2024
Industry
Healthcare
Platform
B2B, B2C, SaaS Webapp
1/ goal
The goal of this project was to scale CareSync 3.0 into a multilevel management platform, CareSync 4.0, that provides various levels of access and visibility.
2/ challenge
The challenge was that this transformation needed to retain essential functionalities while ensuring seamless integration, without disrupting the user experience or compromising efficiency.
3/ approach
To accomplish this ambitious goal, I adopted a data-informed UX roadmap, continuously building upon the original app layout and leveraging existing functionalities to ensure familiarity for current users.
CareSync 3.3, a platform primarily used by doctors for managing appointments, patient files, and internal communication, was limited to a single level of access. The hospital recognized the need to expand this platform to accommodate its complex hierarchical structure. CareSync was initially developed to:
1/ improve Business Operations
Shift from traditional paper-based patient records to a digital system, centralizing all crucial medical data.
2/ enhance User Experience
Facilitate interaction between healthcare providers and patients by offering a platform for easy communication and data access.
However, the platform was limited to doctors, leaving administrative staff and executives without a unified system to manage hospital operations. Recognizing this gap, the goal was set to expand CareSync's reach across all hierarchical levels.
1/ understanding the Hospital Environment
To design an effective multilevel platform, it was essential to understand the hospital's organizational structure thoroughly. This involved:
Creating detailed diagrams of the hospital's departments, roles, and reporting lines. This helped identify how information flows within the organization and where bottlenecks occurred.
Conducting interviews and surveys with representatives from each user group, including doctors, nurses, administrative staff, department heads, and executives. This provided insights into their specific tasks, challenges, and requirements from the platform.
2/ analysing CareSync 3.3
This involved closely examining the existing application layout to gain a comprehensive understanding of its strengths, weaknesses and limitations.
a/ sidebar navigation
This represented the key component to navigate through the app.
Overview: displayed the most important information for a doctor. Each widget of the dashboard worked as a compressed view of more complex screens from the app
Calendar: allowed doctors to schedule and manage appointments efficiently.
Patients: to manage patients, view their files(containing appointments notes, medical history and personal information about the patient).
Inbox: an easy and fast way to get in touch with the patients but also with other healthcare professionals within the hospital.
b/ page header
This contained the current page name on the left, but also some important account related buttons on the right: notifications, settings and account info.
c/ page content
The page content was very diverse depending on on the page: tables, widgets for dashboards, calendar and other resources.
Goal
"Scale CareSync 3.0 into a multilevel management platform, CareSync 4.0, that provides various levels of access and visibility."
?/ what to keep
Core Functionalities: The main page content and essential features that users relied on were retained to ensure continuity and reduce the learning curve.
Patient Files Side Panel: Recognized as a crucial feature for doctors and other medical staff, this component was preserved and enhanced to support additional data relevant to other user roles..
?/ what to change
Sidebar Navigation: Required a complete redesign to accommodate the multilevel structure. Introduced expandable dropdown menus and tabulation to organize content efficiently.
Page Header Navigation: Added secondary navigation aids, such as breadcrumb trails, to improve path visibility and ease of navigation, especially for higher-level users accessing deep hierarchical levels.
1/ adjust content for each hierarchical level
The Overview Dashboard, Patient Table, and Patient File views were expanded to cater to different levels of hospital management, providing relevant insights at each level.
a/ Overview Dashboard
b/ Patient Table
c/ Patient File
2/ sidebar: adding dropdown menus and tabulation
Things got complicated and a little too crowded in the SideBar for Level3: it could end up looking as a long list of pages. In order to compress and visually declutter the content, I added drop-down sections that compressed all the information found in the levels below.
3/ page header: adding breadcrumb trail as a secondary navigation scheme
Pain point
After completing user testings on the final NavigationBar design, we found out that higher level users had problems navigating al the way to the last level, and remembering the path.
Solution
Implemented a breadcrumb trail to improve navigation for higher-level users, enhancing path visibility and offering a secondary navigation scheme, making it easier for users to backtrack through the hierarchy.
1/ expanded reach across all hierarchical levels
a/ problem
The platform was limited to doctors, excluding administrative staff, department heads, and executives, leading to fragmented operations.
b/ solution
Redesigned CareSync to include user roles across all hierarchical levels, providing tailored access and functionalities to each group.
c/ results
User Base Growth: Increased by 150%, extending accessibility to a broader range of hospital staff.
Operational Efficiency: Boosted by 200%, as administrative tasks became more streamlined and communication improved.
Performance Insights for Executives: Improved by 170%, enabling data-driven decision-making through accessible analytics and reports.
2/ achieved "infinite" scalability
a/ problem
The original app architecture could not accommodate future growth, additional departments, or expansion to other locations.
b/ solution
Redesigned the sidebar navigation and integrated Workspaces to allow for seamless addition of new departments, services, and even multiple hospital sites.
c/ results
Scalable Architecture: CareSync now supports easy integration of new functionalities and user groups without the need for significant redesign.
Future-Proofing: Positioned the platform to adapt to the hospital's evolving needs, including potential expansion into new regions.
3/ reduced errors and increased accuracy in information retrieval
a/ problem
Users encountered navigation-related errors and inefficiencies due to accessibility issues and poorly placed action buttons.
b/ solution
Improved compliance with accessibility standards and strategically relocated action buttons for better visibility and ease of use.
c/ results
Error Reduction: Navigation-related errors decreased by 15%, leading to more accurate information retrieval and reduced user frustration.
User Satisfaction: Increased due to the more intuitive interface and enhanced usability.
