What is it?
Care management refers to the collaborative process between health plans and healthcare providers in overseeing and coordinating high risk patient care. This includes tracking, monitoring, and directly engaging with patients. For instance, consider a patient admitted to an Emergency Department due to Heart Failure. The system would automatically alert the care management team, who then enroll the patient into a customized care plan aimed at optimizing their health outcomes through evidence-based interventions.
My Role
Since joining Ayin Health Solutions in 2017 and being assigned the responsibility of creating foundational design workflows within the organization, I have spearheaded the implementation of our care management solution through a collaborative approach. To initiate this project, I brought in external subject matter experts and conducted extensive internal and external stakeholder interviews.
Beyond the initial research, I was responsible for creating mockups, prototypes, and conducting user testing. Throughout this journey, I maintained close partnerships with our engineering team to ensure alignment and seamless integration of design and development efforts.
Bringing in the experts
At the outset of the project, we lacked a clear vision of Care Management. Once we recognized this, it became apparent that we needed to engage external experts in Care Management. To achieve this, I reached out and formed partnerships with two subject matter experts, one from a customer organization and another from a partner company.
Beyond subject matter experts we turned towards the FHIR API standard to understand the meat and potatoes of what is expected from a data standpoint.
Learning from experts
It became obvious that Care Management is focused on improving outcomes at the member level, with a strong emphasis on enhancing individual experiences. Sadly, feedback from current solutions indicated that some members were unintentionally falling through the cracks.
Our goal is to connect members with resources across healthcare services, social determinants, behavioral health, oral health, and other relevant areas, guiding them through the complexities of the healthcare system.
Following these initial interviews, our health plan and provider group partners painted a clear picture of what success entailed from their perspective.
Success is defined by member-specific achievements and also measured via reduced recidivism for high service users once they have been stabilized.
Putting it into action
After multiple interview rounds, the fog began to clear regarding our initial goals, which were as follows:
- Assessments and Surveys are closely connected with Care Management; let's address that issue.
- We must provide a solution to monitor members throughout their care management journey, ensuring no one is overlooked.
- Beyond the fundamental aspects of Care Management, self-configurable care plans will be necessary.
- Within care plans, we need to incorporate reportable metrics concerning a patient's wellbeing
Visual Design Beginnings
To start, initial design was heavily based on the data extracted from the FHIR API Standard. Since I had developed a relatively fleshed-out atomic design system, and there is typically a pause before I can consult our knowledge experts, I utilized the design system to generate a high-fidelity mockup quickly.
During this initial assessment, I aimed to evaluate at a high level if I was roughly on the right track based on user interviews and by referencing the FHIR API. (Note: We offer a dark mode.)
Learnings
I was indeed in the ballpark, but not quite on the field. Feedback sessions suggested that although the information was present, I fell short in showcasing the information they found most intriguing, and organizing it effectively.
Moving Forward
The process moving forward involved multiple feedback and usability sessions with internal non-technical individuals and our identified subject matter experts.
From these sessions, the design was updated numerous times, and underwent two complete redesigns.
Teasing out a solution
After multiple usability tests and one-on-one feedback sessions, I went through various tweaks and two complete redesigns to land on a solution that began to test well. This involved quite a large prototype. Around this time, I was more confident that we were zeroing in on the correct layout, so we expanded our research and testing to include more interested parties among our customers and external partners. I started integrating quantitative methodologies with pools of 10(ish) participants.
Qualitative Methodology
- One on one observational usability tests
- Listening labs
Quantitative Methodology
- 5 second test
- Question surveys
- Card Sorting
Project wrap-up
The design phase is currently on hold, pending further progress on the Configuration portion and assessments. Fear not! I worked on the design portion for these parts in parallel.
Learn more about my work on assessmentsOR
Learn more about my work on configuring all of this