Google DE
PIMS Process
PROBLEM TO SOLVE
Lemonaid Health is an online healthcare application that gives people access to high quality and affordable care. The doctors at Lemonaid Health use a patient information management system (PIMS) to treat patients and prescribe medicine. For the initial launch of the consumer app, the doctors used a system that was quickly built by the developers.
As patient numbers continued to increase, the doctors struggled to treat them promptly. We needed to improve the patient processing speed to keep up with the growing number of patients.
APPROACH
research
Since the Lemonaid doctors are in-house, I observed our doctors process orders to get a better understanding of their workflow and identify pain points. During those sessions, we discussed the features they liked, features that needed improvements, and features that needed better accessibility. I also researched other EHR systems.
Conceptualize
After the interviews, I gathered the doctors and stakeholders for a brainstorming session to determine critical functionality and tasks. To get on the same pages I created a task flow.
Information DESIGN
We improved how the information across PIMS is displayed and accessed. The doctors expect to see all the tasks for completing a visit on one screen or be able to connect to it easily. The information was structured around visits and it was hard to find information about the patient's other visits. This took up most of the doctor's time as it was protocol to review previous visits. We restructured the information to focus on a patient and made all their previous visit one click away.
Test High-level Wireframes on Users
I applied high-level wireframes to a clickable prototype. I sat down with the doctors as they walked through specific tasks and workflows.
See interactive wireframe
Wireframe
The wireframe illustrates the improvements to the content. The patient now becomes the focus with all their information readily available similar to a patient's chart at a real doctor's office. All tasks are now accessible on one screen or what appears to be one screen with simple transitions.
Visual Design
The color palette and look and feel of the application was crafted by another designer.
Test Application with Users
Once the application was in the final stages of the build, I sat down with the same five doctors to walk through specific tasks and workflows. Based on their feedback we made a few more minor updates to the design.
LEARNINGS
Early feedback from the doctors was key to understanding their mindset and need. Making all relevant information accessible simplified the process for the doctors. In addition to the design improvements, the API team improved the speed of the website which played a huge role in reducing the processing speed.
Our goal was to reduce the average process time from 5 minutes to 1 minute. We got it down to 30 seconds. The doctors were thrilled.