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Role:

Feature owner | Primary Designer
(End to end)

Stakeholders involved:

PM, Design team, Development team, Associate director, Customers

Context

Q: What does Innovaccer do?

A: Innovaccer Inc. is a B2B digital healthcare company based out of USA.

Q: What is Incare?

A: InCare is their digital care coordination solution which standardises patient information from multiple disparate data sources into one centralised view. Its key functionalities are:
  • Automate complex care management workflows
  • Intra team communication
  • Outcome monitoring 

Q: What is Care Management?

A: Care Management is a team based patient-centric practice which is designed to assist the patient and their family in best managing their medical conditions as well as social and behavioural challenges that can arise from them. 
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Enhancing Note-taking Experience

Step 0: Problem Discovery

The following data points were triangulated in order to identify the most common themes:
  • CSAT + USAT score
  • User Testimonial 
  • SD tickets
  • Stakeholder feedback
​
The most predominant pain points were caused due to Ineffective note-taking practices.
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"If it wasn't documented, it didn't happen." 
Our In-house Subject Matter Expert on US healthcare cited a well known nursing quote to confirm the gravity of the problem. It was now time to dive deep into the problem.
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Step 1: Empathise

To validate the problem further Qualitative and Quantitative data was gathered. Out of 28 active customers, 3 were narrowed down as represented in the funnel diagram:
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Next, User surveys were sent out to users from the three cohorts. 5 users with the most pain points were identified reached out for User interviews. 

Along with the User Research team, Interview scripts were prepared and subsequently, User Interviews were conducted. The first draft of the general User journey flow was then charted via interviews to map the main documentation touch-points. 
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After capturing the major touch points as per qualitative research on the app, events were tracked on Mixpanel. By quantifying this data we could identify the most used touch-points on the app and and prioritise their improvement. 
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Step 2: Define + Ideate

The collated data from all resources was synthesised to create a user journey map. The most common use cases from each customer were converged to create a unified user journey. 
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The journey map served to align stakeholders from different team on the pain points and opportunities. It was later also used to get additional insights from users. 

For the next step stakeholders were gathered to vote on pain-points and opportunites based on criteria that fall within their domain of expertise.Each of the Developers, Product managers, Designers got 3 votes. The items that were voted most were prioritised further based on 
Value for user and Effort for product team.
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The selected opportunities were then transformed into feature propositions collectively by the product manager and designers. 
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Step 3: Prototype

For the next step, initial low fidelity user flows were created for the above functions. Shown below is the high fidelity prototype for the 1st feature  i.e. 
Add a CTA in central menu for direct note taking. 
User flow for New button feature

Step 4:Test

5 rounds of user feedback were conducted with curated user group.
Further evaluation was conducted with design team and Product manager to refine the design visually and functionally before handoff to development team .

Following are few examples of iterations made as per feedback sessions: 
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Feedback based Design Iterations 

Step 5:Implement

Designs were further refined with Development team during grooming sessions. This step involves close and frequent interaction with the development team in order to deliver the feature effectively and efficiently. 

Conclusion

After shipping the features, tutorials were given to each customer. These tutorials were prepared beforehand with the design team with the help of apt prompts generated via software guidance tools that helped in user adoption. 

The feature took 3-5 months to be adopted completely by users. 
The USAT score recorded in the next 2 quarter was 72% and 79% respectively with a no. of postive user testimonials applauding the effort and features initiated towards better documentation within Incare.
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