Triage IQ
Triage IQ
Triage IQ
Validated 5 provider-facing platforms for European healthcare system through 26 clinician interviews. Recommended clinical decision support tools with projected 20% reduction in unnecessary appointments.
The Problem
Covid-19 caused an "unprecedented" backlog of unseen patients for one of the largest health systems in Europe, leading to increased burnout in health professionals, high attrition rates, and decreased patient satisfaction.
The Problem
Covid-19 caused an "unprecedented" backlog of unseen patients for one of the largest health systems in Europe, leading to increased burnout in health professionals, high attrition rates, and decreased patient satisfaction.
The Solution
A prioritized suite of 5 Clinician Facing tools to help them track patient care, optimize waiting lists, compare performance, and receive guidance on best practices.
The Solution
A prioritized suite of 5 Clinician Facing tools to help them track patient care, optimize waiting lists, compare performance, and receive guidance on best practices.
The Impact
Projected ~20% reduction in unnecessary follow-up appointments
The Impact
Projected ~20% reduction in unnecessary follow-up appointments
MY ROLE(S)
Design Lead
Product Manager
TEAM STRUCTURE
Design Lead
2x Product Designers
Associate Consultant
SKILLS DEMONSTRATED
Product Strategy
UX Research
Service Design
Product Design
UX Leadership
This Healthcare System was in crisis due to the Covid-19 patient backlog and it’s impact on frontline services
This Healthcare System was in crisis due to the Covid-19 patient backlog and it’s impact on frontline services
This Healthcare System was in crisis due to the Covid-19 patient backlog and it’s impact on frontline services
To begin understanding how to tackle this huge problem, we had to gain a deep understanding of the challenges faced by clinicians and their patients. I split our team to tackle 3 core work streams:
Mapping the current state in a service blueprint
Designing & validating potential digital services with Providers and Patients
A business case that highlighted where efficiency gains could be made to reach our appointment reduction target
To begin understanding how to tackle this huge problem, we had to gain a deep understanding of the challenges faced by clinicians and their patients. I split our team to tackle 3 core work streams:
Mapping the current state in a service blueprint
Designing & validating potential digital services with Providers and Patients
A business case that highlighted where efficiency gains could be made to reach our appointment reduction target
I found that inaccessible information and disconnected systems fueled mistrust in existing tools, leading providers to schedule additional appointments to guarantee treatment.
I found that inaccessible information and disconnected systems fueled mistrust in existing tools, leading providers to schedule additional appointments to guarantee treatment.
I found that inaccessible information and disconnected systems fueled mistrust in existing tools, leading providers to schedule additional appointments to guarantee treatment.
I drafted a Provider discussion guide that demonstrated our understanding of the healthcare arena, building trust and enabling us to uncover deeper insights.
Additionally I mentored our Jnr. Designer so they were able to facilitate the interviews without sacrificing insight quality.
I drafted a Provider discussion guide that demonstrated our understanding of the healthcare arena, building trust and enabling us to uncover deeper insights.
Additionally I mentored our Jnr. Designer so they were able to facilitate the interviews without sacrificing insight quality.
My synthesis showed that targeting appointment prep, the consultation, and post-procedure stages of the care journey, would have the biggest impact on patient health.
My synthesis showed that targeting appointment prep, the consultation, and post-procedure stages of the care journey, would have the biggest impact on patient health.
My synthesis showed that targeting appointment prep, the consultation, and post-procedure stages of the care journey, would have the biggest impact on patient health.
I worked with our Snr. Designer to ensure any insights that were gathered during our interviews, were reflected in the Service Blueprint.
This was used in my meetings with senior stakeholders to drive alignment on the key moments in the patient journey that could benefit the most from new digital services.
I worked with our Snr. Designer to ensure any insights that were gathered during our interviews, were reflected in the Service Blueprint.
This was used in my meetings with senior stakeholders to drive alignment on the key moments in the patient journey that could benefit the most from new digital services.
I created a set of Concepts for a connected ecosystem of products that empower clinicians, care teams, and patients will succeed.
I created a set of Concepts for a connected ecosystem of products that empower clinicians, care teams, and patients will succeed.
I created a set of Concepts for a connected ecosystem of products that empower clinicians, care teams, and patients will succeed.
Working with our Senior Stakeholders and Providers I created 5 over-arching concepts that addressed the key challenges for Patients and Providers.
To enable us to validate these services with both providers and Patients I outlined the information required for our concept cards and created quick drafts of proposed UI. Jumping in with visual design and editing copy when necessary.
Working with our Senior Stakeholders and Providers I created 5 over-arching concepts that addressed the key challenges for Patients and Providers.
To enable us to validate these services with both providers and Patients I outlined the information required for our concept cards and created quick drafts of proposed UI. Jumping in with visual design and editing copy when necessary.
Validating my concepts with Providers and Patients helped me identify the adoption intent, business viability, and technical requirements to improve health outcomes for Patients and Provider wellbeing.
Validating my concepts with Providers and Patients helped me identify the adoption intent, business viability, and technical requirements to improve health outcomes for Patients and Provider wellbeing.
Validating my concepts with Providers and Patients helped me identify the adoption intent, business viability, and technical requirements to improve health outcomes for Patients and Provider wellbeing.
I led the creation of the Provider and Patient discussion guides, survey, and facilitated interviews alongside our design team.
Our key focus was on Provider-facing tools but insight from Patients was critical.
To get Patient insight I tweaked our testing materials into a care journey, enabling Patients to better explain their adoption intent, preferred method of interaction, and the pros and cons of each product.
I led the creation of the Provider and Patient discussion guides, survey, and facilitated interviews alongside our design team.
Our key focus was on Provider-facing tools but insight from Patients was critical.
To get Patient insight I tweaked our testing materials into a care journey, enabling Patients to better explain their adoption intent, preferred method of interaction, and the pros and cons of each product.
I prioritized concepts that provided System Managers and Providers with ways to track clinic performance and patient care pathways. This would drive the adoption needed to hit a ~20% reduction in follow-up appointments.
I prioritized concepts that provided System Managers and Providers with ways to track clinic performance and patient care pathways. This would drive the adoption needed to hit a ~20% reduction in follow-up appointments.
I prioritized concepts that provided System Managers and Providers with ways to track clinic performance and patient care pathways. This would drive the adoption needed to hit a ~20% reduction in follow-up appointments.
I combined the synthesis of our Patient and provider research, with the business case workstream to drive prioritization of the concepts.
Then I facilitated discussions with senior stakeholders to draft a high level roadmap that outlined the product capabilities and key activities required at each stage during Product development.
I combined the synthesis of our Patient and provider research, with the business case workstream to drive prioritization of the concepts.
Then I facilitated discussions with senior stakeholders to draft a high level roadmap that outlined the product capabilities and key activities required at each stage during Product development.
My work gave the Health system a clear signal on which services to build to unlock the projected ~20% reduction in unnecessary follow-up appointments.
My work gave the Health system a clear signal on which services to build to unlock the projected ~20% reduction in unnecessary follow-up appointments.
My work gave the Health system a clear signal on which services to build to unlock the projected ~20% reduction in unnecessary follow-up appointments.
LEARNINGS & REFLECTIONS
LEARNINGS & REFLECTIONS
LEARNINGS & REFLECTIONS
Don't move to the US right after completing Phase 1 of your dream project.
Don't move to the US right after completing Phase 1 of your dream project.
Don't move to the US right after completing Phase 1 of your dream project.
When super senior Doctors are skeptical, hacking together a quick Miro wireframe can build trust by demonstrating your understanding of their challenges.
When super senior Doctors are skeptical, hacking together a quick Miro wireframe can build trust by demonstrating your understanding of their challenges.
When super senior Doctors are skeptical, hacking together a quick Miro wireframe can build trust by demonstrating your understanding of their challenges.
In highly regulated industries, successfully leading a team means sometimes you spend more time in 'alignment' and 'planning' meetings, to allow your team to focus on building.
In highly regulated industries, successfully leading a team means sometimes you spend more time in 'alignment' and 'planning' meetings, to allow your team to focus on building.
In highly regulated industries, successfully leading a team means sometimes you spend more time in 'alignment' and 'planning' meetings, to allow your team to focus on building.
