Phoenix Children's Hospital
Phoenix’s Children Hospital identified a bottleneck in the process of getting patients to fill out their Personal/Family/Social History before a doctors visit.
This process was a pain point for Patients as they had to enter this info for every visit in every department. It was also a pain point for Doctors/Scribes who would then have to transfer this info from paper into their system.
Client: Phoenix Children's Hospital (PCH)
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Team: 2 Designers, 3 Developers, 1 Project Manager
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My role: Interfacing with the client, understanding the problem, research, wireframes, user testing, creating mockups
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Current Phase: Development and Integration with PCH system
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Tools used: Figma
Pain Points and Opportunities
Pain Point
Filling out history for every visit and every department
Opportunity
Storing the history as part of the patient profile
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Pain Point (Assumed)
Not having enough time to think about the paperwork
Opportunity
Giving them time beforehand to fill out the information in a stress-free manner with access to more resources
Pain Point
Time spent transferring history from paper to system
Opportunity
Removing the step of transferring from paper to system by having the patient directly entering into the system
Research
We went to PCH and sat down with the clinic directors of different departments and tried to understand how the hospital currently collects and uses family history.
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Genetic Department
(Most Complex)
ENT Department
(Simple Form)
Wireframes
I came up with various initial flows and what the best way to gather information should be.
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One example is the way the user tells us which family member has a particular disease - one inspired by the genetic department's method of a tangible physical tree and the other a list of family members.
Using a Family Tree
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Choosing from a list
We tested these version with 6 people (3 people for each version) and found:
Family Tree Version: While the client and some participants were excited by the family tree version we found the average time for task completion to be about 6 minutes.
List Version: Average completion time was about 3 minutes.
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At this stage, we abandoned the family tree idea.
User Testing Feedback
We made the following changes because of the observations in user testing:
Observation and Insight
Because the family tree had to be in perspective of the child of the user and not the user itself, there was some confusion in entering the information.
Action
We edited the text in order to reinforce the fact that the information is with respect to the user's child.
Before (Any blood relative)
After (Your child's blood relative)
Insight
From the Doctors perspective, we found that they wanted to know not just which diseases are present in the family but also which diseases definitely aren't.
We changed the way we were collecting input from the form, to include not just 'yes', but also 'no' and 'unsure' as well.
Before
After
Action
Learnings:
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Solving for the most complicated scenario might harm the experience for every other scenario. In this case, we tried to tailor the perfect experience for Genetics initially and then soon realized that that might be a special case that needs to be handled in its own way, as the other 20 odd departments worked in a much simpler manner
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Reconsider the information that is valuable to you. In this project, we designed a complicated flow to get the exact relative that the user wanted to talk about. We then realized that we really only care about close blood relatives and added everybody else in an 'other' bucket.