Provider Portal
Portal redesign
Wisp
2023
Introduction
Due to limited resources, the company engaged a third party to revamp our provider platform because of its architectural flaws, which didn't allow for scalability and adaptability for future growth and increased demand. However, the solution they proposed was too complex, as the UI provided an overwhelming amount of information, and the providers weren't sure where to get started or how to properly use the platform.
After that initial feedback, the product manager and engineer brought me in to develop a guiding vision for what the platform could be. Tasked with the challenge of overhauling an outdated system, the goal was to create an intuitive and compliant environment that exceeded the needs of our providers. This case study outlines the journey from identifying the shortcomings of the existing system to delivering a portal that enhanced provider efficiency and patient care quality.
Understanding the problem
My initial review of the existing portal surfaced several fundamental issues, from non-compliant medical forms to inefficient messaging systems, all making it harder for our providers to deliver the best care possible. The critical issues with the platform were:
The provider platform was built on a dated & shaky foundation.
The provider queue couldn't be built upon or improved.
Med forms didn't function as true patient intake and weren't HIPAA compliant.
We lacked clinical protocols, leaving our business and providers at risk of malpractice.
Messaging functionality slowed down providers, as well as our customer success team, while also confusing patients.
Patient charts were inflexible, had poor information architecture, and weren't compliant.
Metrics tracking was highly manual.
Systems weren't set up to support synchronous or more in-depth care.
The redesign strategy was shaped by benchmarking against competitors and gathering feedback from our providers and customer success team. My goal was to address these gaps to provide a path forward for the improvement of our provider platform.
Competitive analysis
Competitive analysis highlighted areas where others were excelling, providing a benchmark for our redesign. Extensive user research, involving interviews and surveys with providers and our customer success team, provided insights into the challenges and limitations of the platform. These findings informed my initial design objectives, focusing on compliance, user experience, and operational efficiency.
Use case maps
Most of what helps to define what to build from a product perspective and how the growth motion and growth model should work is defined by the different uses of the product. A use case is simply: what is the problem that we’re trying to solve, what is the value prop that we’re trying to create against that problem, what is the alternative for the user, and most importantly, why are they choosing us over the alternative?
User flows
The user flows for Dr. Emily Harris and Dr. John Carter highlighted the critical elements for the platform to support diverse medical specialties, emphasizing the need for streamlined appointment management, easy treatment plan creation, secure communication, and specialized tools for chronic condition monitoring. These insights helped to shape the wireframe designs, ensuring they were adaptable, intuitive, and tailored to support our healthcare providers.
Wireframes
The dashboard wireframe played a crucial role in developing the provider portal, serving as the initial touchpoint for our providers to access a consolidated view of the most important information. It was designed to be a comprehensive snapshot, distilling various platform pages into data points to streamline the provider experience. The idea was that from this central hub, providers could navigate to different portal sections for in-depth exploration, improving their efficiency and helping facilitate the best care possible for their patients.
Solutions
To address the underlying issues with our dated provider platform, I envisioned a comprehensive solution that included an updated dashboard, along with dedicated sections for requests, patients, messaging, and scheduling. This revamped approach streamlined the provider experience, and created a central hub for providers to access critical information efficiently. Additionally, the requests, patients, messaging, and scheduling sections facilitated in-depth care, improved communication clarity, and automated metrics tracking.
Dashboard
The updated dashboard acts as a control center, providing an immediate overview of crucial information. It's designed to give providers a quick snapshot of their day's most important data, helping them prioritize tasks efficiently.
Requests
This area allows providers to view and manage incoming patient requests, simplifying the process of responding to patient needs. It's designed to enhance visibility and accessibility, ensuring timely attention to each request.
Patients
Providers can access comprehensive patient profiles, including medical history, current conditions, and treatment plans. This section is designed to facilitate a deeper understanding of each patient, supporting more personalized and informed care.
Messaging
Improved messaging functionality aimed to simplify communication, reducing confusion for patients and easing the workload for providers and our customer success team. It's structured to support clear, concise, and secure exchanges.
Scheduling
This section provides an interface for managing appointments, integrating with the overall platform to offer real-time scheduling capabilities. It's designed to enhance the efficiency of appointment setting and adjustments, helping providers to improve their time management and reduce administrative burden.
Conclusion
The overhaul of our provider portal, which introduced an updated dashboard, along with dedicated requests, patients, messaging, and scheduling sections, represents a significant step toward a more efficient, intuitive, and compliant telehealth platform. While this project marks a substantial improvement, the ultimate goal is to see enhanced provider satisfaction, improved quality of patient care, and a more streamlined healthcare delivery process within the platform.
Outcomes and highlights
The introduction of the updated dashboard and specialized sections significantly improved the organization and accessibility of critical information, making daily tasks more manageable for providers.
Early feedback indicates that the new platform is more user-friendly and efficient, suggesting that the changes are positively impacting their workflow.
Based on initial scenario/task usability testing, the platform reduced the time providers spent on administrative tasks, which would allow them to focus more on patient care. This will be an important metric to track as the platform continues to be refined.
Opportunities for improvement
Continuous iteration and feedback will be essential to refine the new features in line with evolving user needs.
Further development of the messaging and scheduling functionalities could enhance communication and appointment management, improving these processes as they are new areas for the company.
While desktop remains the primary tool for providers, exploring potential mobile use cases would be crucial for those moments when providers are away from their desks. Digging into specific mobile use cases could improve the platform's utility, offering providers flexibility and efficiency no matter their location.
Provider Portal
Portal redesign
Wisp
2023
Introduction
Due to limited resources, the company engaged a third party to revamp our provider platform because of its architectural flaws, which didn't allow for scalability and adaptability for future growth and increased demand. However, the solution they proposed was too complex, as the UI provided an overwhelming amount of information, and the providers weren't sure where to get started or how to properly use the platform.
After that initial feedback, the product manager and engineer brought me in to develop a guiding vision for what the platform could be. Tasked with the challenge of overhauling an outdated system, the goal was to create an intuitive and compliant environment that exceeded the needs of our providers. This case study outlines the journey from identifying the shortcomings of the existing system to delivering a portal that enhanced provider efficiency and patient care quality.
Understanding the problem
My initial review of the existing portal surfaced several fundamental issues, from non-compliant medical forms to inefficient messaging systems, all making it harder for our providers to deliver the best care possible. The critical issues with the platform were:
The provider platform was built on a dated & shaky foundation.
The provider queue couldn't be built upon or improved.
Med forms didn't function as true patient intake and weren't HIPAA compliant.
We lacked clinical protocols, leaving our business and providers at risk of malpractice.
Messaging functionality slowed down providers, as well as our customer success team, while also confusing patients.
Patient charts were inflexible, had poor information architecture, and weren't compliant.
Metrics tracking was highly manual.
Systems weren't set up to support synchronous or more in-depth care.
The redesign strategy was shaped by benchmarking against competitors and gathering feedback from our providers and customer success team. My goal was to address these gaps to provide a path forward for the improvement of our provider platform.
Competitive analysis
Competitive analysis highlighted areas where others were excelling, providing a benchmark for our redesign. Extensive user research, involving interviews and surveys with providers and our customer success team, provided insights into the challenges and limitations of the platform. These findings informed my initial design objectives, focusing on compliance, user experience, and operational efficiency.
Use case maps
Most of what helps to define what to build from a product perspective and how the growth motion and growth model should work is defined by the different uses of the product. A use case is simply: what is the problem that we’re trying to solve, what is the value prop that we’re trying to create against that problem, what is the alternative for the user, and most importantly, why are they choosing us over the alternative?
User flows
The user flows for Dr. Emily Harris and Dr. John Carter highlighted the critical elements for the platform to support diverse medical specialties, emphasizing the need for streamlined appointment management, easy treatment plan creation, secure communication, and specialized tools for chronic condition monitoring. These insights helped to shape the wireframe designs, ensuring they were adaptable, intuitive, and tailored to support our healthcare providers.
Wireframes
The dashboard wireframe played a crucial role in developing the provider portal, serving as the initial touchpoint for our providers to access a consolidated view of the most important information. It was designed to be a comprehensive snapshot, distilling various platform pages into data points to streamline the provider experience. The idea was that from this central hub, providers could navigate to different portal sections for in-depth exploration, improving their efficiency and helping facilitate the best care possible for their patients.
Solutions
To address the underlying issues with our dated provider platform, I envisioned a comprehensive solution that included an updated dashboard, along with dedicated sections for requests, patients, messaging, and scheduling. This revamped approach streamlined the provider experience, and created a central hub for providers to access critical information efficiently. Additionally, the requests, patients, messaging, and scheduling sections facilitated in-depth care, improved communication clarity, and automated metrics tracking.
Dashboard
The updated dashboard acts as a control center, providing an immediate overview of crucial information. It's designed to give providers a quick snapshot of their day's most important data, helping them prioritize tasks efficiently.
Requests
This area allows providers to view and manage incoming patient requests, simplifying the process of responding to patient needs. It's designed to enhance visibility and accessibility, ensuring timely attention to each request.
Patients
Providers can access comprehensive patient profiles, including medical history, current conditions, and treatment plans. This section is designed to facilitate a deeper understanding of each patient, supporting more personalized and informed care.
Messaging
Improved messaging functionality aimed to simplify communication, reducing confusion for patients and easing the workload for providers and our customer success team. It's structured to support clear, concise, and secure exchanges.
Scheduling
This section provides an interface for managing appointments, integrating with the overall platform to offer real-time scheduling capabilities. It's designed to enhance the efficiency of appointment setting and adjustments, helping providers to improve their time management and reduce administrative burden.
Conclusion
The overhaul of our provider portal, which introduced an updated dashboard, along with dedicated requests, patients, messaging, and scheduling sections, represents a significant step toward a more efficient, intuitive, and compliant telehealth platform. While this project marks a substantial improvement, the ultimate goal is to see enhanced provider satisfaction, improved quality of patient care, and a more streamlined healthcare delivery process within the platform.
Outcomes and highlights
The introduction of the updated dashboard and specialized sections significantly improved the organization and accessibility of critical information, making daily tasks more manageable for providers.
Early feedback indicates that the new platform is more user-friendly and efficient, suggesting that the changes are positively impacting their workflow.
Based on initial scenario/task usability testing, the platform reduced the time providers spent on administrative tasks, which would allow them to focus more on patient care. This will be an important metric to track as the platform continues to be refined.
Opportunities for improvement
Continuous iteration and feedback will be essential to refine the new features in line with evolving user needs.
Further development of the messaging and scheduling functionalities could enhance communication and appointment management, improving these processes as they are new areas for the company.
While desktop remains the primary tool for providers, exploring potential mobile use cases would be crucial for those moments when providers are away from their desks. Digging into specific mobile use cases could improve the platform's utility, offering providers flexibility and efficiency no matter their location.
Provider Portal
Portal redesign
Wisp
2023
Introduction
Due to limited resources, the company engaged a third party to revamp our provider platform because of its architectural flaws, which didn't allow for scalability and adaptability for future growth and increased demand. However, the solution they proposed was too complex, as the UI provided an overwhelming amount of information, and the providers weren't sure where to get started or how to properly use the platform.
After that initial feedback, the product manager and engineer brought me in to develop a guiding vision for what the platform could be. Tasked with the challenge of overhauling an outdated system, the goal was to create an intuitive and compliant environment that exceeded the needs of our providers. This case study outlines the journey from identifying the shortcomings of the existing system to delivering a portal that enhanced provider efficiency and patient care quality.
Understanding the problem
My initial review of the existing portal surfaced several fundamental issues, from non-compliant medical forms to inefficient messaging systems, all making it harder for our providers to deliver the best care possible. The critical issues with the platform were:
The provider platform was built on a dated & shaky foundation.
The provider queue couldn't be built upon or improved.
Med forms didn't function as true patient intake and weren't HIPAA compliant.
We lacked clinical protocols, leaving our business and providers at risk of malpractice.
Messaging functionality slowed down providers, as well as our customer success team, while also confusing patients.
Patient charts were inflexible, had poor information architecture, and weren't compliant.
Metrics tracking was highly manual.
Systems weren't set up to support synchronous or more in-depth care.
The redesign strategy was shaped by benchmarking against competitors and gathering feedback from our providers and customer success team. My goal was to address these gaps to provide a path forward for the improvement of our provider platform.
Competitive analysis
Competitive analysis highlighted areas where others were excelling, providing a benchmark for our redesign. Extensive user research, involving interviews and surveys with providers and our customer success team, provided insights into the challenges and limitations of the platform. These findings informed my initial design objectives, focusing on compliance, user experience, and operational efficiency.
Use case maps
Most of what helps to define what to build from a product perspective and how the growth motion and growth model should work is defined by the different uses of the product. A use case is simply: what is the problem that we’re trying to solve, what is the value prop that we’re trying to create against that problem, what is the alternative for the user, and most importantly, why are they choosing us over the alternative?
User flows
The user flows for Dr. Emily Harris and Dr. John Carter highlighted the critical elements for the platform to support diverse medical specialties, emphasizing the need for streamlined appointment management, easy treatment plan creation, secure communication, and specialized tools for chronic condition monitoring. These insights helped to shape the wireframe designs, ensuring they were adaptable, intuitive, and tailored to support our healthcare providers.
Wireframes
The dashboard wireframe played a crucial role in developing the provider portal, serving as the initial touchpoint for our providers to access a consolidated view of the most important information. It was designed to be a comprehensive snapshot, distilling various platform pages into data points to streamline the provider experience. The idea was that from this central hub, providers could navigate to different portal sections for in-depth exploration, improving their efficiency and helping facilitate the best care possible for their patients.
Solutions
To address the underlying issues with our dated provider platform, I envisioned a comprehensive solution that included an updated dashboard, along with dedicated sections for requests, patients, messaging, and scheduling. This revamped approach streamlined the provider experience, and created a central hub for providers to access critical information efficiently. Additionally, the requests, patients, messaging, and scheduling sections facilitated in-depth care, improved communication clarity, and automated metrics tracking.
Dashboard
The updated dashboard acts as a control center, providing an immediate overview of crucial information. It's designed to give providers a quick snapshot of their day's most important data, helping them prioritize tasks efficiently.
Requests
This area allows providers to view and manage incoming patient requests, simplifying the process of responding to patient needs. It's designed to enhance visibility and accessibility, ensuring timely attention to each request.
Patients
Providers can access comprehensive patient profiles, including medical history, current conditions, and treatment plans. This section is designed to facilitate a deeper understanding of each patient, supporting more personalized and informed care.
Messaging
Improved messaging functionality aimed to simplify communication, reducing confusion for patients and easing the workload for providers and our customer success team. It's structured to support clear, concise, and secure exchanges.
Scheduling
This section provides an interface for managing appointments, integrating with the overall platform to offer real-time scheduling capabilities. It's designed to enhance the efficiency of appointment setting and adjustments, helping providers to improve their time management and reduce administrative burden.
Conclusion
The overhaul of our provider portal, which introduced an updated dashboard, along with dedicated requests, patients, messaging, and scheduling sections, represents a significant step toward a more efficient, intuitive, and compliant telehealth platform. While this project marks a substantial improvement, the ultimate goal is to see enhanced provider satisfaction, improved quality of patient care, and a more streamlined healthcare delivery process within the platform.
Outcomes and highlights
The introduction of the updated dashboard and specialized sections significantly improved the organization and accessibility of critical information, making daily tasks more manageable for providers.
Early feedback indicates that the new platform is more user-friendly and efficient, suggesting that the changes are positively impacting their workflow.
Based on initial scenario/task usability testing, the platform reduced the time providers spent on administrative tasks, which would allow them to focus more on patient care. This will be an important metric to track as the platform continues to be refined.
Opportunities for improvement
Continuous iteration and feedback will be essential to refine the new features in line with evolving user needs.
Further development of the messaging and scheduling functionalities could enhance communication and appointment management, improving these processes as they are new areas for the company.
While desktop remains the primary tool for providers, exploring potential mobile use cases would be crucial for those moments when providers are away from their desks. Digging into specific mobile use cases could improve the platform's utility, offering providers flexibility and efficiency no matter their location.
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