My role: UX design, content development
My initial role was project manager but quickly expanded into UX design, site configuration, and community management. I worked closely with Swedish Medical Group leadership and individual providers to understand their needs and working environment, including access to and use of technology. The small size of our team also meant I helped with training and content creation, including designing and writing content for the tool (how-to articles, medical group news, bios, online video tutorials and more).
I designed the below high-level process overview as a guide.
Situation: implementing a new way to collaborate
In the coordinated care model of patient care, providers treat patients as a team with the primary care doctor at the center. This team-based approach requires nimble ways of communicating while seeing patients. Email wasn’t cutting it, so Swedish Medical Group descided to find a more convenient way for providers, clinic administrators and medical group leadership to share their expertise, collaborate and provide care more efficiently.
DocSpot, powered by Jive Software, combined messaging, file sharing and notification capabilities that providers, clinic administrators and medical group leadership could use seamlessly to establish a team-based care approach.
Action: define goals, initial pilot and personas
I worked with SMG leadership, eHealth strategists and Jive Software consultants to shape the goals of the platform.
- Build connection and relationships among Swedish providers
- Communicate and manage communications around a strategic direction
- Share ideas and motivate learning of best practices
- Help onboard new physicians and integrate new clincs
To gain broader buy-in from leadership, we ran an initial pilot with leadership committees who used DocSpot for their meeting agendas, shared resources, notetaking and collaboration. The pilot included 550+ users and 2000+ pieces of content.
Form contextual inquiries I created 3 guiding personas: the experienced doctor serving on a leadership committees, the clinic manager and a provider new to Swedish to help guide pilot use cases.
Result: content Strategy + IA
Based on what I heard form users, we erred on providing multiple paths to get to content and redundancy. Users could also create all content types and discover information and groups from multiple navigational entry points. We cast a wide net that we hoped to refine with user research and interviews.
The initial result was a complex, diffuse site structure. Categories were difficult to set in this open and malleable system. There were 318 unique groups with different group page structures, layouts and permissions.
Refinement: Group Template Strategy
To better structure the site through its expansion, and more importantly, to reduce some of the guesswork of creating and configuring a group, we created a set of templates that could be copied and pasted. These template groups would have uniform structures, layouts and permissions—and were easier to categorize and develop use cases around.
No tool alone can change people’s behaviors and communication styles. Just as it was important to understand how our users approached their communication technologies, it was doubly important to understand their social and behavior styles around problem solving in the patient-care space. We were tasked not only with designing and implementing a communications solution but also nudging providers accustomed to working independently to make decisions as a team.
I learned that I loved the strategy, content creation and designing the individual solutions to the requirements we gathered—more so than the day-to-day community management. The autonomy and trust afforded to the team by leadership empowered us to stay nimble, resilient and get a lot of work done. We learned we needed strategic use cases, and couldn't rely on first-come, first-serve adoption. These use cases needed to be tied to a business problem and organizational priorities of not only leadership but also project management and change facilitators in the system. Alignment is crucial.
I enjoyed the complexity of the healthcare space and the opportunity to bring UX thinking to patient care.