My Time at

2022- Current

UX Designer

  • Designed LLM tool that compiles medical record data for faster communications.

  • Increased the quality and quantity of information sent per communication between facilities and insurance providers.

  • Restructured case management workflows to reduce double documentation and time spent on referrals.

Supporting case managers during the post-COVID nursing shortage.

To protect intellectual property, I have not included screenshots, descriptions of the workflow, or details about the design and development process.

Opportunity

Our initial phase involved extensive research, including interviews with case managers, observations of their daily routines, and analysis of the existing tools they used. Key pain points identified were data overload, inefficient task management, and lack of timely information.

My Role

  • Crafting a future product vision

  • Planning, conducting, and analyzing research

  • Defining user scenarios for design and demos

  • Prototyping

  • Visual and interaction design

  • Usability testing

  • Creating executive communications about the product’s roadmap

Outcomes

Post-implementation, early AI tool feedback indicated a significant reduction in the time case managers spent on administrative tasks. While the other workflow changes made getting up to speed with the current plan and patient discharge outreach both faster and easier. Facilities reported cost savings due to improved efficiency and better case outcomes.

The new workflows established ultimately became tools in the current workflow that enabled end users to have more perceived flexibility and control without introducing a larger cognitive load with the expectation of more steps. The tools were quickly adopted and used as measured to KPIs we had determined earlier in the research process.

Iteration

Post-implementation, the tool demonstrated a significant reduction in the time case managers spent on administrative tasks. Facilities reported cost savings due to improved efficiency and better case outcomes. AI integrations proved successful in predicting risks and recommending actions, leading to more proactive case management.

Reflection

The project aimed to develop a transformative UX design for a tool that significantly enhances the efficiency and effectiveness of case managers. The core objectives were to streamline their workflow, integrate AI technology to reduce manual effort, and ultimately save costs for facilities.

Case management in healthcare and social services is notoriously complex and time-consuming. They often juggle numerous cases simultaneously, dealing with vast amounts of data and a variety of stakeholders. The challenge was to design a user interface that not only simplifies these processes but also leverages AI to automate routine tasks.

This project represents a significant step forward in using technology to improve the efficiency and effectiveness of case management. By prioritizing user experience and intelligently integrating AI, we've created a tool that not only makes case managers' lives easier but also results in cost savings and better outcomes for facilities.