About the Project
UX Consultancy project for an IT company (SAYDEX), who requested to upgrade one of their products, RAYEN, a Hospital Information System (HIS) widely used on the Chilean public healthcare system. By that time, the current software was a Windows desktop application, developed in .NET and using the standard UI of the framework. The client wanted to convert it into a multi-platform web application and commissioned my studio to redesign the whole system, from UX definitions to the visual design.
I served as the UX Leader for the project, acting as a project manager and liaison with the client, and coordinating other roles provided by my company, such as information architect, interaction designer, UI & visual design and front-end developer. Also, I got involved as the principal researcher for the project, conducting many field activities by myself (interviews, observations, user testing, etc.), and representing the user needs on the following design sprints.
We worked for almost two years designing two specific modules for the platform: the ambulatory emergency care information system (code-named Urgencia), and the hospitals' electronic medical records (code-named Hospitalizado). Each of these modules was addressed as a yearly project, as the client company scheduled to release new features in the software; in 2015 we worked on Urgencia (as the finished module was released on 2016's Q2), and the next year was the time for Hospitalizado.
To define all users needs and patterns to consider in the UX definition for the project, at first we decided to drop all existing definitions of the RAYEN Urgencia interface, taking in consideration that the current platform at the time was a Microsoft Windows application, with the classical .NET/VisualBasic UI widgets, and with no-user consideration on their design. Also, to take account of all must be fields and information, and also the legal implications, we count on the expert team on the client sides.
We've decided to start researching about the users' journey and context, so we can define the usual/critical actions on every patient's attention, so we can optimize the real needed tasks from our users. For that, I conducted a series of field studies in different hospitals and family & emergency healthcare centers in Chile, interviewing physicians, nurses, and paramedics, and documenting journeys and profiles by interaction blueprints and user personas.
The interaction design started by documenting the whole journey of the care process, defining user flows to achieve different objectives and detecting critical activities for the users, optimizing the use of the system according to the different users' role/personas and tasks. Then, we held design sprints per every critical user flow, sketching interfaces in conjunction with members of the developing team such as programmers, analysts, and the product owner.
The client already has defined that every "flow" will be a specific sprint, so we decided that the design process will also be conducted as a series of design sprints, addressing every sub-journey as a "flow". To achieve that, we conformed a combined team between the client's product owner, scrum master, analysts and programmers, in conjunction with our own UX Researcher (me), Information Architect (Sady Maureria) and Interaction Designer (Juan Paulo Madriaza).
After the rough outcomes of every design sprint, we created a high-definition, interactive prototype in Axure with every user flow, so we can test them with real users at different healthcare centers. One of the learnings in this phase was that the healthcare professionals have little capacity for abstraction by professional definition1, so they need real and accurate data present in the UI to test the prototype, or they can't get the focus to evaluate the use and interaction of the platform.
All prototypes were tested directly with real users, and all tests were recorded and further analyzed by both client and own teams to detect every usability/experience obstacle and opportunities to best optimize the interface.
The proved interfaces went to the UX/UI designer, who first elaborated layouts according to the client's previous design definitions, and then went on to elaborate a complete design system for the platform.
- ☑️ Reduced learning curves to use the system (1 hour vs. 2 weeks).
- ☑️ Less time and actions to complete medical records.
- ☑️ Less waiting times and better understanding of care reports for patients.
One of the outcomes of the initial study was that healthcare professionals were usually focused in the little details, as their labor need that level of awareness and attention. ↩