How might we improve the transparency between health professionals and their clients’ health records to provide improved care?

Cura is an integrated system that allows medical information from all doctors in the circle of care, clinics, and hospitals to be incorporated so that timely & precise health decisions can be made.

Mobile mockup of the design
Overview

This case study was completed over the course of 10-weeks as part of the BrainStation full-time UX program.
The goal was to design an app that solves a problem by using human-centered design and design thinking methodology.

My Role
User experience designer & researcher:
Design an app that helps solve the problem for the information gap in the Ontario health system.
Mentors

Brad MacDonald:
Lead Educator & Team Lead, User Experience Design - BrainStation Institute

Timeline
10 Weeks

Problem

In the Ontario medical system, there is an information gap between doctors and their client’s medical records. This huge disconnect is partially due to the process of transferring information.

The processing time of acquiring information about the client is extremely time-consuming, as it increases the wait-time for appointments and causes vital information to be lost or delayed.

This is a risk as it causes untimely care, inaccurate health decisions judgments, unnecessary or repeated tests that cost money.

Solution

An integrated medical system that reduces the need to request information. By empowering health professionals to communicate with one another through a transparent medical records also improves their decision-making ability.

With transparent medical records,  extra costs on unnecessary testing can be prevented, saving the patients' or taxpayers money. This method also improves the doctor-to-patient experience by increasing confidences in the doctors' judgment.

Process

Week 1-3
Research & Discovery
  • Primary & Secondary Research
  • Persona Creation
  • Customer Experience Map
Week 4-6
Ideation, Sketches & Wireframing
  • User Stories
  • Ideation
Week 7-9
Usability Testing, & Iterations
  • High-level Mock-up
  • Prototype & Usability Testing
  • Iterations
Week 10
Visual Design Implementation
  • Develop a Brand Identity
  • Create a Design System

Week 1-3: Research & Discovery

What do health professionals think of the lack of transparency,
& what solutions might they have?

Privacy was a major concern, so the key criteria for health professionals was that they must require access to patients' medical records. Interviewing 5 medical professionals (2 Physicians, Pharmacists, Oncologist and Physiotherapist) I was better able to understand their day to day work experience.

Key insights

The most common request for doctors is by pharmacists to inquire about patients’ prescriptions, causing a few minutes delay between appointments - increasing the wait time for care.

Requesting information from other clinics, hospitals, or other certified private practices is very time-consuming for physicians causing delayed care.

Understanding the user & areas of opportunity

Healthcare work is tough! To better understand the day to day experience, I created the persona (Anthony) and user experience map as a reference tool to uncover key opportunities for product development.

Persona
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Customer Experience Map
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Week 4-6: Ideation & Wireframe

An integrated medical system that empowers health professionals' decision making

Using the key opportunities from the experience map, I then developed user stories that informed the minimum viable product (MVP) of searching for a client, viewing their medical record, and prescribing them the appropriate medication.

Secondary features based on user stories

When health professionals have complete access to clients' medical record, and communicate efficiently with other doctors in the circle of care, their patients receive timely and accurate care.

Week 7-9: Usability Testing & Iterations

Improving the user interface of the App - test by test

Time is of the essence and doctors don't have much of it. Designing a seamless experience required 2 round of usability testing and iterations so that users can complete their as fast possible.

Note
Usability test results are labeled with a red dot
Iterations based on usability test are labeled with a red rectangular outline

Usability Test 1

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Usability Test 2

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Final Iteration - 3

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Reflection:

Privacy concerns over who has access to medical information plays a major barrier the progression of transparent EMR. While in the Ontario medical system, the delay in transferring requested information is bearable, the use-case scenarios of emergency visits can be extremely costly by the minute. Consider current privacy laws, my next step would be to pivot from the primary target audience to the clients' themselves, as their in-control of who has access to their files, and design a product that empowers them by receiving timely and optimal care.

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