To maintain the professional integrity, the company name is altered, visuals are redesigned, and some details are censored.
OPika
Helping field clinicians to deliver better healthcare at home through goal-oriented post-acute care.
Healthcare
B2B SaaS
Product Design
NLP
Project Details
Healthcare
Native app, Web apps
Oct 2021 - Nov 2023
Scrum Sprints
My Role
UX research
Analysis, Ideation workshops
Wireframing, UI design
Team
Akash Raje
Lead product designer
4 Developers, PM
CFO, SME (Clinician)
Deliverables
UX artefacts
Design system
Wireframes
Interactive prototypes
OVERVIEW
Opika Health provides TPAs (Third-Party Administrators) with a robust HIPAA-compliant care strategy through their SaaS applications suite, enhancing the home-based healthcare experience.
The design engagement involved a team of 2 designers; Our Lead product designer who laid the project's groundwork, and I later took over as the sole designer, responsible for several core user experiences as the project scaled.
In the USA, Post-acute home based care refers to rehabilitative services provided to patients at home after an illness, promoting recovery and preventing rehospitalization.
HIPAA (Health Insurance Portability and Accountability Act) is a law that safeguards medical data privacy.
During the initial conversations, our client partners shared their views and research on the contemporary challenges in field clinician’s care experience i.e.,
PROBLEM STATEMENT
Inadequate post-hospital care coordination results in manually recording patient vitals and visit information during in-person home visits, causing poor care outcomes and increased rehospitalizations.
DESIGN PROCESS
Although a detailed research was already conducted, we had to redo the activities following the shift in business needs.
Discovery
Analysis
Testing
USER RESEARCH
We conducted stakeholder interviews, and did 1-1 conversations with a 3 participants and documented research findings.
Creating user interview guide facilitated the interview process and encouraged users to express their pain points with the system.
We discovered that —
The clinicians devote about 12-13 hours each day to patient care, with documentation tasks consuming up to 4 hours of their schedule. The stress from long hours adversely affects their physical and mental well-being, leading to decreased job satisfaction and impacting the quality of care.
ANALYSIS
These artefacts were used to validate the reasoning behind our design decisions.
BUSINESS UNDERSTANDING
DESIGN OBJECTIVES
Onboard users easily and demonstrate the app’s time-saving benefits.
Design Intuitive and fully compliant goal-oriented UX, reimagining the home care.
Mitigate apprehensions like - Making notes, Investing extra time to arrange those notes.
IDEATION
We refined the workflow diagrams through several iterations, and to aid SME's understanding, swiftly generated data-rich wireframes to address their difficulty in envisioning the concepts.
Frequent collaboration with the client enabled me to transform their initial concepts into design artefacts and validate them in real-time
Because of shifts in project allocation, I took over as the sole designer during the 3rd phase of the project. Here, I was working on 3 applications simultaneously, including a react native app for field clinicians.
Furthermore, I was responsible for leading the development of the Care Plan Builder feature for agency admin.
Project's ecosystem highlighting the user interactions through multiple channels
DESIGN
The Lead designer and I created the style guide and gradually integrated new UI elements as we moved forward.
KEY SOLUTIONS
WEB APP - BACKOFFICE NURSE
KEY SOLUTIONS
MOBILE APP - FIELD NURSE
Instant access to patient visits management and fully compliant personalised care plans
Workflow to execute Goal-oriented and evidence driven visits via voice recording and ability to capture pictures
IMPACT
Restored work life balance of field clinicians
Achieved a 50% reduction in documentation time through NLP integration
Increased daily patient appointments by ~25%
KEY TAKEAWAYS
I found it really hard to grasp how healthcare and insurance work in the USA due to its complex nature, But I looked at it as an opportunity explore this unfamiliar field through available literature and courses.
Many times, the changing needs of the business caused confusion. These situations taught me to be patient and work well when things get tough.
Even though it was remote, working closely and frequently with a very knowledgable client and the SMEs was a great learning experience for me to boost my confidence in communication and overcoming imposter syndrome.