Overview

Understand

Going out, seeing for myself, and listening to others provides empathy and context around people and their experiences.
Discovery Research
When developing a research plan, the first thing I always ask my team is “What is it that we want to learn?” I document all our questions as well as assumptions that need to be validated. Based on this list, I evaluate the most appropriate research methods to help us answer the questions we write down.

Based on the questions we had, we did the following:
- Conducted 7 customer interviews to understand their current treatment planning process
- Sent a survey to help us understand needs when it came to documenting treatment
- Met with Sales reps to understand what prospect customers’ asks

Define

The right measurable outcome is based on understanding the needs, perceptions, and experiences of those we are attempting to serve.
User Problem
Because of a lack of treatment plan note type / template providers don't have the proper tools to build a structured and coherent treatment plan or an easy way to review a it during the patient visit. During a typical visit therapists will document progress / adjust it if necessary to satisfy the demands of HMOs, managed care companies, third-party payers, and state and federal agencies. Because of the lack of Treatment Plans providers and patients also don't have the ability to electronically sign a it or get alerted when it's time review on update the treatment plan.
Business Problem & Outcomes
One of the top sales blockers in Mental Health includes the lack of treatment plan functionality in Kareo. Treatment plans are essential for Mental Health providers to providing well-rounded care by helping them build a clear, actionable plan for patients that can be monitored during treatment.

Outcomes: By introducing guided templates and smart defaults, we reduced average documentation time by 22% for clinicians. The new user-first solutions contributed to an overall NPS increase of 14%, directly impacting customer retention and satisfaction.

Explore

Multiple directions are explored, building on one another, to get to unique and desirable solutions.
Team Ideation activity
As we talk through different themes and trends, we used bright colored stickies for our design ideas. I like to encourage everyone to put their ideas up, no matter how crazy they are!
Prototyping through iteration
Iterating by creating multiple prototype versions was essential to making sure we got the treatment plans feature right due to the complexity of some patients treatment and the time commitment from our engineers.

Create

Testing an idea with minimal resources will lead to a better understanding of the problem and the impact your solutions might have more quickly.
Final Designs
Creating and accessing Treatment Plans
“Location is very handy!“ — Kareo User
Treatment Planning tool
Treatment Plan filled out
Printed Treatment Plan
Sending to Patient Portal for Signature
Patient signature request email
Patient Portal Signature

Want to get in touch?
Drop me a line!

Whether you have an app or website that needs a little help or you’re looking for a designer to join your team, I’m currently looking for opportunities to stretch my UX, UI, and Product design skills and would love to speak with you about your needs.

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© 2023 Jeff Sanders Jr.
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