Hospital Workplace Experience
I mapped a hospital workplace experience and redesigned the digital touch points to inspire a new remote workplace experience.
Showcase
Mapping for digital transformation in a remote workplace experience
Project Keywords
- Workplace Experience
- Journey Map
- Healthcare
Timeline
Dec. 2022 (14 days)
Research outcomes
Art of the possible
My Role
UX Designer (Contributor)
My RoleUX Design Lead
As Sr. Consultant at Avanade, I was staffed as UX Design Lead for client for a 2-week scope of work to define user touch points and create wireframes.
Collaborrators
- Visual Designers
- UX Manager
- Medical - SME
Skills
- Interviews
- Interaction Design
- Wireframes & Journey map
- Figma & Figjam
Tenet, operates 65 hospitals and over 450 healthcare facilities, and provides healthcare support services to health systems and other clients.
Background
Competition for physicians and nurses is high, while the number of doctors is decreasing. In order to compete the Tenet Health System must help their provider network to understand how their system meets their needs and the needs of their patients.
In the winter of 2022, our Avanade design team was brought on to review their workplace experience and redesign system touchpoints to meet the needs in the hospital industry brought on by the pandemic. Some key areas needed were remote workplace adaptation, integration with modern technology, and designing human-centered touchpoints for their workforce and patients.
Empathy
Physician
Owns the final word in the patient’s care/medical needs. Lead orchestrater of care, in spite of extremely busy schedules.
- I need to be informed of changes and updates in the patient’s condition so they can act quickly.
- I want to know that the patient’s care is being catered to, without too much intervention themselves.
Advanced/Lead Nurse
Coordinator of the care team, managing multiple nurses and assigning them when necessary.
- I need to understand their staffs location in the hospital and what they’re working on.
- I want to avoid overburdening their staff while providing direct assistance when needed.
- I need to contact members of the team when needed.
Nurse
Shift worker responsible for patient(s) care throughout the stay. They are assigned to several patients during a shift as well as assisting in procedures.
- I need to keep up with individual patient care and assigned tasks for each patient.
- Time management is key to their success. , and have enough time to provide each patient with adequate attention.
Administrator
Their top concern is fostering continued relationships between the physician(s) and hospital/tenet network.
- I need to get feedback from staff medical staff.
- I need to make all interactions are compliant with regulations and they are secure.
Patient
The patient that has come to the hospital in order to have a medical surgery taken care of.
- I need to know is happening with care during my stay
- I need support, emotional and maybe basic physical help while I recover.
Identifying actors and environments
I conducted a few of 1-on-1 phone interviews with colleagues and connections in the medical field. I also reviewed several video diaries and journal style videos on YouTube.
Define
Journey Mapping a system
I built a full map to capture the story of how the hosptial system affected and helped all of the actors. Based on the data from research, I named the phases of the hospital’s system, and then used imagery to build a story around it. As a result, I identified touchpoints to consider for redesign.
For each phase of the map I found a photo to visualize the interaction, environment, key tasks and key details about the touchpoints (user, method, and device).
After I identified touchpoints, I built wireframes for screens with notes to describe how the components and features solved user needs.
Design
Wireframing
I led the team approach through rapid wireframing. I collaborated with a UX manager and a visual designer on this project. We used 3 methods to capture ideas and also explore bringing in new patterns.
Inspirational wireframes
I used screen captures to build mood boards and notes to describe features and patterns to solve the user stories
Critical wireframes
I created low-fidelity custom digital sketches built with notes to describe functionality. These screens focused on iterative co-creation.
Component wireframes
I applyed UI Kits and used the shared component library to rapidly build screens.
