Rayo
Amidst the chaos of running a Special Needs clinic, scheduling and billing are done manually - paper or Microsoft Excel. I helped design a system to help with the smooth running of these clinics and help reduce effort by minimizing redundancy.
You can also find the prototype here!
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Client: Arizona State University
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Team: Design team of 2, along with a subject matter expert
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My role: Studying the current process, creating personas, finding pain points, creating wireframes, testing with admins, creating mockups.
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Current Phase: Design and Testing
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Tools used: Figma
Understanding the User
We found the following types of personas involved in the system
We found that the Admin Adam would benefit most from an automated system
since they're at the centre of communication and organization for the entire clinic.
We then fleshed out the Admin Adam Persona.
We found out Admin Adam's tasks and found three distinct groups which could be treated as features - Scheduling, Billing and Tracking
User Journey Map
We created a user journey map for the admin to delve into the details of each step. Not all of these steps are done every day and some of these tasks are done simultaneously. This was done in order to measure the feelings, effort and time invested into each step.
Insights: We found that the biggest issue in terms of time and effort was tasks related to Billing.
Addressing the Frustrations
Digging into the frustrations, the biggest one for the admins was Billing.
Bubbling down to the why
Why was Billing causing frustration?
We conducted interviews with the admin team and providers to understand why billing was a pain point.
All these factors seemed to uncover one issue - not keeping a good track of the schedule.
The first step was taken to start with creating a digital schedule so that Providers and Admins don't have to manually keep track of these details.
Wireframes
I created some initial wireframes which acted as a base for a conversation and allowed me to do some initial user testing to help me understand the workflow of the admins better as well as developer resources.
Schedule Dashboard
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User Needs Revealed: Most of the information regarding the schedule is to do with the people who are coming on that day.
Design Insight: Daily view of attendance might be more useful than the monthly view.
Activity Schedule
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User Need Revealed: A clients schedule changes over the day.
Design Insight: A 'timeline view' would make more sense to allow providers during the day.
Van Schedule
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Technical Limitation Revealed: An automated map is an unfamiliar feature will take more time than available.
Design Action: We moved from an automatically created route to a more manual version.
Prototype
Design system
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As the interface is slowly getting fleshed out, we are also making sure that we are using Figma's text styles and components to maintain uniformity and guide the UI. While it isn't completely fleshed out, we are trying to keep in mind a system to follow.
Next Steps
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Conducting research for the next steps i.e. provider view where they can see the set schedule on their phones.
- Possible collaborations with the 3rd party to prevent manual data entry.
- Working on the Visual Design.