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3M Health Information Systems

The contents of this project are subject to NDA with 3M. Images have been blurred to protect confidentiality.

HOW MIGHT WE CREATE A NEW WORKFLOW EXPERIENCE TO DECREASE BURNOUT AND INCREASE EFFICIENCY FOR MEDICAL BILLING PROFESSIONALS?
Project Overview

Global health providers leverage the 360 Encompass platform to process medical documentation and submit for billing. 

This software was initially developed as an on-premise tool, with many inconsistencies. 

The goal of this project was to design a dashboard that would help alert managers to where fires are, and design a worklist tool to help streamline the workflow for individual contributors. 

Personally, I led all research efforts on this project over the course of 2 years, from discovery to beta deployment.

Skills Developed:

  • Customer Relationship Management

  • Qualitative Research

  • Research planning and synthesis

IMPACT: by the numbers
  • 2 new products

  • 23 new efficiency enabling features

  • 300+ customer calls

  • Customer perception of "cumbersomeness" decreased by over 100%

  • Perception of time savings: 4.7/5

PROCESS
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exploratory research
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User journey map

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This project kicked off through exploring the workflows of our end users and understanding where there are inefficiencies, pain points, and needs.

For this phase of research, we leveraged 1:1 contextual interviews and group/team reviews to uncover:

  • What are our users using this tool to accomplish?

  • What are their primary workflows?

  • What workarounds and inefficiencies exist?

  • What are the real problems we need to solve?

Synthesis of 10 hours of customer observation research

early concept testing
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Concept feedback synthesis

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Prototype insights mapped to relevant content areas

Once we uncovered many near term and long term opportunities, our team was able to start prototyping potential solution paths.

Before spending too much time building these out and perfecting them, we tested the concepts to see if we were headed down the right track.

We set up 1:1 phone and video interviews where we did a combo usability and conceptual test to understand:

  • What interactions were confusing or not intuitive?

  • What specific elements are important to our users?

  • What other features would they want?

  • How would they think to use this on a daily basis?

continuous refinement
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Prototype feedback notes

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Making continuous refinements, we were ready to dive into the nitty gritty. 

We set up bi-weekly calls with our early adopting customers to integrate them onto our development team and get their feedback as we were deigning.

We used surveys to refine language used, understand iconography clarity, and help structure information categorization.

Prototype continuous exploration testing (low fidelity)

cdi worklist focus sprint
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During summer 2021, we did a 4 month sprint to specifically focus on CDI worklist redesign, follow the same process of discovery, prototyping, testing, focus testing, until building a solution that met our end users' needs.

For more detail on this sprint, please see this page.

Worklist specific journey map

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Exploration notes for worklist

beta launch and results
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Customer Feedback:

  • "I am so excited! Everything I could have asked for you have addressed in this design."

  • "When can I get this?!"

  • "This is awesome. I really really like this."

  • "Seeing the progress is night and day. You have changed the way I think about workflow management."

Quantified Impact:

  • System Usability Score increased by 31%

  • Customer perception of "cumbersomeness" decreased by over 100%

  • Perception of system complexity decreased by 67%

  • When asked if the new tool would save time, the average was 4.7/5

  • When asked if the new tool offered value, the average was 4.7/5