The Problem
Outdated processes can be costly when teams are resistant to change. The business, an outpatient behavioral health clinic, identified one such case where the Quality Assurance (QA) team was unable to take on new projects due to electronic health record (EHR) auditing regulations. The business outgrew the process, and suffered compliancy fines as a result.
Research Process
Department heads provided clear goals for this project — design an EHR auditing application with basic functionality, automation where possible, and accessibility for new users while retaining a familiar process flow. Low priority was placed on post-launch optimization. My role was to research existing processes, explore areas for improvement, and help design an accessible web application.
I began by identifying a group of individuals working in the QA department willing to participate in this study. Prompts were provided instructing users to proceed with their work as normal. Frustration was associated with processing times of manual data manipulation procedures (importing data to servers using Excel, connecting internal and external patient data, etc.) and the general redundancy of visually comparing patient information across data sources.
Incorporating a user-centric design philosophy, we alleviated growing pains by ensuring a familiar user flow. Wherever possible, novel elements were integrated with existing points of interaction.
After gathering this data, I conducted user interviews to identify amenable UI elements, new features that auditors would like to see in the app, and tool tips relevant for future trainees. Prospective additions were incorporated in the initial wireframe (seen below) and prototypes.
Beta testing took an iterative approach, writing SQL queries to integrate EHR and Medicare data and designing an initial product to pilot task oriented usability testing sessions. Prompts instructed users to perform specific functions, problem points were noted, and alterations were made. Subsequent versions of the app improved on the visibility of new functions (exporting audited client data, tracking and excluding previously audited records, randomizing audited clients, etc.) and added a “how to” section for complex tasks. Once the clients were satisfied with the application, we fully launched the product and relegated the project to “maintenance” status.
Initial Wireframe
Analysis of Results
Tangible improvements to efficiency and subjective reports of satisfaction were observed. Quantitative analyses drew from an existing productivity calculation managed by HR. Productivity records were compared to post-implementation productivity scores, revealing a near 50% decrease in time allocated to auditing. Follow-up user interviews indicated a high-degree of satisfaction and a desire to collaborate on future projects.
Limitations
Because of the focused nature of this project, room for exploration and creativity was minimal. The desire to retain a familiar user flow and UI were implemented at the cost of uniformity with other products my team built for this business. I would have
