Loaded
Tenet Healthcare Telemedicine
Lead Product Designer / Project Manager
Overview

Health on the Spot

When used for their original intentions, emergency rooms offer rapid medical assistance in emergencies and provide an essential service in the medical industry.

However, they are often crowded, intimidating, and expensive places to be. According to the American Medical Association, 40-55% of emergency room visits could be avoided if patients could speak to a physician or nurse over the phone before they rush to the hospital.

Emergency rooms for non-urgent conditions may also lead to excessive healthcare spending, unnecessary testing and treatment, and weaker patient-primary care provider relationships.

On the other hand, if you can call an emergency nurse or any physician, they can tell you in the first 30 seconds whether or not you need to go to the emergency room. This saves you a whole pile of money and time.

The client wanted to create a reliable app to provide patients with better experiences on different ends. So, we initiate the design process with the end-user in mind.

All names and trademarks are intellectual property of Tenet Healthcare. All information pertaining to this study are my own and do not reflect the views of Tenet Healthcare.


Tenet Healthcare Telemedicine

The Challenge

Before out-of-the-box telemedicine software existed, we created an easy-to-use iOS native application for patients to speak to healthcare providers. Nurses or Nurse Practitioners then educated and gave healthcare resource lists based on need.

Reduce the number of users' mistakes and produce more comfortable interactions with the product.
• ER visit cost 10-13K
• Decrease Uninsured ER visits by 30%
• Enroll patients in insurance
• Refer patients to 501 C-3 health services nonprofit clinics


Users & Audience

  • Internal Staff
  • Patient: 45-60, Hispanic, Low Income (Gained metrics from hospital HIPAA Compliant.)

The Goal

This was an exciting project, and the goal was to create a telemedicine iOS native app using Tenet's existing technology at community health fairs.

My Role

I designed information architecture according to the user surveys, user interviews, and metric data from ER patients. In addition, I ran workshops with multiple team members across the organization to define the problems and ideate potential solutions.

Furthermore, I performed usability testing and assisted in project management, motion design, HTML, CSS, JS, and animated illustrations.

Collaboration steps
• B2c – agile methodology
• Kickoff meeting stakeholder's brief
• Technical project manager product backlog (scrum)
• Grooming sprint backlog.
• Standups/huddles technical project manager
• The team completes their sprint backlog task (2–4-week period).
• Work presented to stakeholders for review/feedback
• Adjusts quickly to refine the successful customer solution, adapting to changes in the overall environment.
• Deploy alpha/beta and start a newsprint

Duration

  • 6 months

Tools

  • Adobe Experience Manager, Adobe CC, Miro, Jira, Sketch, HTML, CSS, Sublime Text, Transmit, Zoom



Design process

1. Empathy - Empathize with users through user interviews and user research.

Constraints

  • Using only pop-up health fair clinics within the community
  • Existing Technology iPad

User Research

Research will help me understand users’ needs, frustrations, hopes, fears, abilities, limitations, reasoning, and goals. This will also help me produce better solutions in the later design process. Therefore, creating and following a step-by-step research plan is essential to ensure the research and design process stay on track.

Research goals

  • Identify Tenet users and their goals, needs, frustrations, and motivations
  • Collect user demographic of competitors' audience and potential users.
  • Discover key trends in the healthcare industry.
  • Understand a customer's journey with Tenet.
  • Determine competitors' strengths and weaknesses.

Interview

I conducted user interviews with potential users to gather qualitative data about their goals, needs, frustrations, and motivations. Through the interviews, I was able to get the participants to share their experiences and stories.

The Empathy stage of this project was to familiarize me with the current health care industry. This information helped me confirm and invalidate assumptions about users and their expectations regarding the health care industry.

2. Synthesis - I synthesized the qualitative data gathered from user research and interview and worked from users' viewpoints to define the problem that needs to be solved.

Market research

It is essential to get a big picture of the market by starting with market research - to get a sense of what we know and don't know yet, who the audience is, and what the recent trends or news are. The insights we gathered from market research will help me frame provisional personas and ask meaningful questions in primary research.

  • Most studies find that at least 30% of all Emergency rooms visits in the US are non-urgent
  • A recent study projected $4.4 billion in annual savings if non-urgent Emergency room visits were cared for.
  • With increasing demand and a shortage of primary care providers, non-urgent Emergency room visit use will likely increase soon

Competitive research

It is equally important to research competitors, as their products will help me gather insights about their strengths and weaknesses. These insights will also help me identify any gaps in existing solutions that my design might address.

Persona

With the data gathered from market research, I created a persona to represent the potential audience of Tenet healthcare.
Since I have gathered enough knowledge of the audience and their goals and needs, I use the user persona to represent key audience segments. It helps me tackle the most important problems and address the significant needs of the most important user groups. It is both fictional and realistic.



What is next

To define the problem, I am going to solve, I brainstormed with all the data gathered from research that allowed me to ideate in a goal-oriented manner and help me imagine what potential solutions might look like.

3. Ideation – Generate a large number of ideas that might solve the problem and encourage innovative thinking.

Whiteboards & Workshops

After consolidating all issues and prioritizing them according to their frequency, the data's outcomes and brainstorm enabled me to narrow down the approach with whiteboards and workshops within the organization.

I then summarized user goals from the persona and empathy stage. This helped me come up with potential solutions that will guide the rest of the designing process and help me determine what features to include in the app.

Whiteboard Workshops
Whiteboard
whiteboard workshop
Whiteboard

User journey

I mapped out the users' steps to see how I could simplify their journey and help them reach their most important goals with the app. Then, based on user research and interviews, I optimize the user journey. Then, I quickly designed flows to understand how users will navigate through the app. This infuses the project goals into the product and ensures we prioritize the most essential features in the development cycle.




Concept Information Architecture
Final Information Architecture

Solution

After many iterations based on metrics and user interviews within a cross-functional team, the proposed IOS app was significantly simplified. It is a convenient, easy, and driven approach to the selection and identification of items for both internal clinicians, staff, and patients.

Besides, the app also includes a menu or list-based approach to the client's data and solutions display section. These offer a direct link to specific resources and tools necessary for users to use the app.

Wireframe

I started to put the solutions I brainstormed into a list of app features to create comprehensive wireframes. I then Evaluated the most promising ideas with wireframes to assess how well users could use them to complete the task.

The wireframes were created to outline features and demonstrate visual hierarchy before moving forward with actual designs. This enables me to examine my ideas before putting everything in the daunting process of digitizing. I created many iterations of wireframes before coming to a simplified approach.

In these wireframes, I tried to incorporate Tenet's existing tested technology and included elements that directly address users' goals, needs, frustrations, and motivations.

Wireframe
Wireframe
Wireframe
Wireframe

4. Prototyping

After I finished branding patterns and wireframes, I linked them using Sketch and created prototypes.




tenet-healthcare-telemedicine information architecture
Final Low Fidelity Prototypes



After multiple design iterations, I finalized a design and started designing the final screens in Sketch.


login
Login
walkthrough
Walkthrough
Video Chat



Brand design

Keeping consistent with the brand was a simple task using Adobe Experience Manager and Adobe Creative Cloud. I quickly started creating Ul versions in the sketch to share with the team who didn't have access to the Adobe CC platform. We had some pushback with ADA compliance, but going back to our initial demographic based on metric intake data, we could use specific colors that would not be a good fit for hospital Ul experiences.

I first started brainstorming ideas around the brand attributes I chose. I then created color themes, typography, buttons, and icons to communicate and define the overall visual design direction. This will also provide references for future design.




Motion Design completed for marketing efforts


Usability testing

Conducting usability testing is helpful in detecting issues in the design process. So, I created tasks based on the persona's goals, needs, frustrations, and motivations found during user and interviews. These tasks address user needs and how they would be fulfilled. I then asked participants to complete the tasks.

Outcome of the project

  • 164 lives touched during test pilot health fair
  • Potential savings of $1 Million
  • 45% have not come back to the ER since launch
  • 35% enrolled in insurance or visited a clinic

What I learned

The team quickly transitioned into creating a desktop and Android native app. However, it would have been a much easier task if we initially started using React Native's App framework.

In the end, I created a simple and intuitive app that would be easily accessible to users. Collaboration with a cross-functional team allow me to align the business goals with users’ needs.




Disney Sneak Peek
Product Designer