© 2016 by Kathleen Kralowec

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User Experience Lead,

Health Tech Startup VisibleHand

Cross-Platform App Redesign and Product Design

The Situation

VisibleHand is a healthcare technology startup which aims to enable front line care staff at Elder Care facilities to better document the day-to-day behaviors of their patients and residents. VisibleHand's software solution Foresight is an app for web, phone and ipad which enables nurses and other care professionals to record and document behaviors, and which compiles that data in useful dashboards for clinicians and facility supervisors. 

This startup came to me with a minimum viable mobile app, and nothing yet designed for a planned desktop app. The mobile app was in use in 5 hospitals and was being used to track behavioral data, however there were usability problems in the app causing lower login rates than expected, and navigability issues causing the gathered data to be questionable. There was a strong sense that the app was lacking in user-friendliness, accessibility to the specific user base, and that a better understanding of the users' lives was needed.

 

The Process

Stage 1: Understanding the User

Through a series of interviews, surveys and questionnaires, I gained a further understanding of Front Line Care Staff at Hospitals and Long Term Care Facilities, what their day-to-day is like, how they learn, what tools they use, in order to develop an in-depth picture of the mobile app user. 

Stage 2: Sketching Prototypes / Initial Notes on Features

We did an initial design sprint to determine the best way to rapidly redesign the mobile app, in which I did a deep-dive into the desired features the organization felt was missing in the minimum viable product they initially presented me. In addition to enhancing friendliness and usability, I aimed to make the app more relevant to the user. This was a first iteration on the improvement of the mobile app, the next step was to cultivate a web app from scratch.  

Stage 3: Follow-up Research

In order to better understand the context of the user and also the Admins and Clinicians who would be using the app, I visited Long Term Care facilities in Arizona and conducted structured interviews, aiming to prove or disprove hypotheses the team had developed about our users. 

Stage 4: Dashboard Design Process

I organized the specific goals of the Admins into a Nav/Features/Dash document, which resulted in a structured image that fed directly into a wireframe.

Stage 5: Wireframes

Foresight is a large-scale app requiring many screens for both web and mobile, and a large number of wireframes had to be designed. In order to make them comprehensive to the team for review, high-fidelity mockups of most of them were also made.

Stage 6: Sharing with Team, Iterating

These wireframes were shared with the team and outside stakeholders, leading to a next set of edits and iterations. 

Stage 7: Prototypes and Walkthroughs

For some parts of the app, static walkthroughs with heavy annotation were enough to give stakeholders an idea of how the flow would work. Other use cases required InVisionApp to create an interactive prototype.

Stage 8: Testing Iterations

Front Line Care staff were recruited to test the design, using InvisionApp, paper tests and low-fi walkthroughs. These were conducted in-person and remote.

Stage 9: Mockups and Final Delivery

The final designs was handed off to the dev team in stages. Because of the large scale of the app, the dev team was tackling the development in sections. 

The Outcome

Foresight is used in 5 different Long Term Care facilities by over a thousand care staff nationwide. Foresight has resulted in a 300% increase in documentation and a 30% decrease in unnecessary use of medications as of 2017.

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