Lemonaid PIMS Process

PIMS Process

BACKGROUND

Lemonaid’s mission is to provide affordable healthcare to everyone.

We can achieve this by boosting the doctor to patient ratio so that one doctor can treat many patients at once. An essential tool for providing this level of care is PIMS (patient information management system).

Most online healthcare services require a video call with a doctor which can take up to 30 minutes. This is convenient for the patient but not for the doctor.

PROBLEM TO SOLVE

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 grow, 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

I observed the doctor’s process visits to get a better understanding of their workflow and identify pain points. After those sessions I interviewed the doctors, to learn about features they liked, features that needed improvements, and features that needed better accessibility.

Since the doctors use this system all day. My goal was to identify pain points

The 2 biggest pain points for all of the doctors were:

1. Reviewing a patient's previous visits

2. Reviewing a patient's notes

This information was not easily accessible and took time to reach.

Insights I gained from the interview:

1. 9 out of 10 doctors mentioned they liked the color indicators because it reduced the risk of mistakes and sped up the process of answering questions.

The answers to the health questions submitted by a patient have color indicators that let the doctor know if a patient can be treated by quickly scanning the colors associated with the patient's answers. If all answers are green then the doctor can treat the patient, if any answer is red then the doctor can not treat them, and if any answers are yellow, then the treatment is conditional and determined by a combination of other answers. The color indicators reduce the risk of overlooking an answer.

2. 10 out of 10 doctors want all of the tasks to complete a visit on one screen.

Additional insights:

1. The visit is at the top of the information hierarchy in PIMS, and a patient's other visits were not connected - which is backward in healthcare. The patient should be the highest level of information and all their visits connected to the patient.

2. The speed of PIMS was painfully slow.

Conceptualize

After the interviews, I gathered the doctors and stakeholders for a brainstorming session to determine requirements and priority.

TASK FLOW

To make sure our team was on the same page and I was headed in the right direct, I created a task flow.

MACRO-LEVEL WIREFRAMES

Since the information design needed improvement, I sketched a few macro-level wireframes to begin grouping and re-organizing the information. As mentioned during the research, the doctors requested all tasks on one screen. Ultimately, this is not possible, but I thought I could get most of the tasks on one screen or what appeared to be one screen, and everything else one click away.

The sections in the wireframes come directly from the task flow.

High-level Wireframes

Then I restructured the information to focus on patients rather than visits and made all the information easily accessible.

I presented a few options to the doctors and this one was selected.

See interactive wireframe

USability TestING with DOCTORS

I threw the wireframes into inVision to create a clickable prototype, and then I sat down with the doctor to walk through specific tasks. Based on their feedback, I made some improvements to the wireframes and retested.

Visual Design

The goal was to create something simple and easy to use, but the doctors also requested some color because, “all EHR systems are grey.” So we kept it simple and added color when appropriate.

A few concepts were explored and this was the final design.

Test Application with Users

During the final stages of the build, I sat down with the doctors to walk through specific tasks. Based on their feedback we made a few more minor updates to the design before we went live.

LEARNINGS

Early feedback from the user was essential to understanding their mindset and needs. 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 time.

Our goal was to reduce the average process time from 5 minutes to 1 minute. We got it down to 30 seconds.

Lemonaid PIMS Process

PIMS Process

Lemonaid’s mission is to provide affordable healthcare to everyone.

We can achieve this by boosting the doctor to patient ratio so that one doctor can treat many patients at once. An essential tool for providing this level of care is PIMS (patient information management system).

Most online healthcare services require a video call with a doctor which can take up to 30 minutes. This is convenient for the patient but not for the doctor.

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 grow, the doctors struggled to treat them promptly. We needed to improve the patient processing speed to keep up with the growing number of patients.

research

I observed the doctor’s process visits to get a better understanding of their workflow and identify pain points. After those sessions I interviewed the doctors, to learn about features they liked, features that needed improvements, and features that needed better accessibility.

Since the doctors use this system all day. My goal was to identify pain points

The 2 biggest pain points for all of the doctors were:

1. Reviewing a patient's previous visits

2. Reviewing a patient's notes

This information was not easily accessible and took time to reach.

Insights I gained from the interview:

1. 9 out of 10 doctors mentioned they liked the color indicators because it reduced the risk of mistakes and sped up the process of answering questions.

2. 10 out of 10 doctors want all of the tasks to complete a visit on one screen.

Additional insights:

1. The visit is at the top of the information hierarchy in PIMS, and a patient's other visits were not connected - which is backward in healthcare. The patient should be the highest level of information and all their visits connected to the patient.

2. The speed of PIMS was painfully slow.

Conceptualize

After the interviews, I gathered the doctors and stakeholders for a brainstorming session to determine requirements and priority.

TASK FLOW

To make sure our team was on the same page and I was headed in the right direct, I created a task flow.

MACRO-LEVEL WIREFRAMES

The sections in the wireframes come directly from the task flow.

High-level Wireframes

Then I restructured the information to focus on patients rather than visits and made all the information easily accessible.

I presented a few options to the doctors and this one was selected.

USability TestING with DOCTORS

I threw the wireframes into inVision to create a clickable prototype, and then I sat down with the doctor to walk through specific tasks. Based on their feedback, I made some improvements to the wireframes and retested.

Visual Design

The goal was to create something simple and easy to use, but the doctors also requested some color because, “all EHR systems are grey.” So we kept it simple and added color when appropriate.

A few concepts were explored and this was the final design.

Test Application with Users

During the final stages of the build, I sat down with the doctors to walk through specific tasks. Based on their feedback we made a few more minor updates to the design before we went live.

Early feedback from the user was essential to understanding their mindset and needs. 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 time.

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!

Research & UX Lead - me

Visual Design Lead - Steve Lyons

Back to Lemonaid PIMS