An organized patient driven call system which enhances patient - nurse communication
UX/UI designer | Feb 2024 - May 2024
Vocera Wave
WHY - PROBLEM SPACE
1:4 nurse to patient ratios leave nurses overwhelmed, unable to keep up with patient calls
graphic explaining the variety of patient request
WHAT - THE GOAL
streamlining the nurse call system to support efficient patient care and the distribution of workload among nurses
DIRECT REQUESTS
distributed workload
Vocera Wave allows call requests to be triaged by urgency and appropriately directed to relevant team members based on the nature of the request.
A health need is sent to nurses, comfort needs to healthcare assistants and housekeeping needs to housekeeping staff. Not only does this ease the workload off nurses but also leads to more prompt and efficient care responses.
triaging patient requests
DISCRETE ALERTING SYSTEM
compatibility with context
Smart watches enhance the immediacy and accessibility of critical information for healthcare workers. Using wearable devices which remain on the person further allows features such as haptic feedback to be integrated with ease thus alerting caregivers in a non-disruptive manner.
receiving calls on smart watches through haptic feedback
ASSESSMENT NUDGE
end to end comprehensive assessment
Vocera Wave reminds caregivers to assess all needs of the patients before “ending” any call. This nudge acts as a preventative mechanism, reducing the frequency of calls overall, if most commonly requested things are taken care of in one interaction.
assessment reminder before ending the call
HOW - RELEVANT INVESTIGATION
research backed design
USABILITY ANALYSIS
usability heuristic evaluations
#1 visibility of system status
Users found the task overwhelming due to the lack of progress indicators, making it difficult to estimate its length or duration.
#4 consistency and standards
Users were thrown off when they saw an unfamiliar age input. Further, it was very finicky which frustrated them.
#10 help and documentation
Users overlooked the detailed text about the intake, leading to confusion due to unretained information by the end.
ITERATIVE DESIGNS
using behavioural insights
1. Nudging for well-being - In the revised interface, the 'welcome' screen features a crucial notification advising users against engaging with the intake process during emergencies. This enhancement aims to guide users' decisions towards their well-being without compromising their freedom of choice.
before and after screens
2. Minimizing perceived effect - Given the intake's nested logic, the duration varies with each user's symptom complexity. Initially, progress was shown via a screen or modal after each question category. Recognizing the need for a more nuanced approach, I integrated a subtle progress tracker into the main interface, not drawing the user’s attention to its’ length.
iterations of the progress tracker
FORWARD THINKING
going beyond the job description
1. Search engine - Allowing users to report all symptoms simultaneously reduces their mental effort and decision-making burden. This approach empowers patients to share comprehensive details about their health concerns, offering relief and making the intake process more predictable.
wireframes of the search engine feature
2. Summary - Providing users the option to review and edit their health information before submission ensures accuracy and offers comfort, leading to a positive experience.
wireframes of the summary feature
ENDORSEMENT
KEY STAKEHOLDER - CHIEF TECHNOLOGY OFFICER
Huge shout-out to Shriya Maru who joined FirstHx from Emily Carr University of Art and Design’s Design for Startups program. Shriya made a really impactful contribution to our UX, re-thinking, re-designing and doing all the research to make FirstHx’s patient experience even smoother and more intuitive. Thank you!
KEY STAKEHOLDER - CHIEF PRODUCT OFFICER
Shriya Maru is an incredible rising star. It was fantastic to have her work with the FirstHx team. Great contribution, rapidly adapting and innovative mind. I’m sure more amazing achievements still to come!
see more
