Overview
Client
Regional Healthcare Complex
Location
Salt Lake City, Utah USA
Role
UX Design Lead: Research, UX/UI Design & Recommendations
Tools
Figma, Whiteboard, Paper & Pens
Timeframe
3 months
Story
Problem
A healthcare complex in Utah needed a solution for multiple complex needs affecting provider onboarding and satisfaction throughout their engagement.
Approach
Our agency was hired to conduct detailed, inclusive research to ensure all viewpoints were heard and to create buy-in for the eventual solution. We were tasked with generating requirements from our findings and delivering polished mobile screens to address all needs and desires of the users we researched, while also meeting technical capabilities.
Outcome
Our proposed solution was approved and developed into a robust mobile app that currently improves the lives of 40,000+ providers and 900,000+ patients across the region.
Design Process
User Research
As part of my UX team, I assisted in conducting interviews with 16 providers, supporting caregivers, and administrators to deeply understand their daily workflows, identify key opportunity areas, and generate requirements for development.
Analysis & requirements
I developed a color-coded spreadsheet methodology for synthesizing research findings that resonated strongly with client leadership by making results immediately visible and understandable. I translated these insights into actionable requirements, created a comprehensive sprint timeline, and strategically assigned UX and UI tasks across the team.
UX and UI Design
Under tight deadlines, I transformed complex requirements into comprehensive grayscale mockups, ensuring all research-identified needs were addressed. I established a foundational UX structure that informed UI color applications and final designs. I developed data visualization mockups and directed the creation of interactive prototypes for stakeholder review.
Design highlights
My team traveled to Utah for two week-long, embedded research and requirements-gathering sessions with our clients and customers.
User & stakeholder research
From the list of client must-haves and nice-to-haves uncovered in our research, I developed a detailed map to prioritize screens, map builds to a timeline and assign tasks.
Requirements
Developing sprints from requirements, assigning tasks and due dates
I rapidly moved from requirements to sketches and then into fully designed greyscale screens in Figma, creating a design library that could easily be updated to color across screens in the final UI version.
UX to UI
UX screen in greyscale with corresponding color UI screen.
Outcomes
Success
✅
✅
Launched in 2020 to serve 40,000+ caregivers in the Intermountain West Region.
Positive feedback on functionality, ease of use, and improved experiences including onboarding, data discoverability, sharing and connection, notifications and communication.
Challenges
🔴
Adapting Requirements
Translating a complex set of user, business and technical requirements into an intuitive mobile experience
🔴
Balancing Priorities
Building to tight deadlines while respecting client-side UX input and working inclusively to ensure accurate realization of screens.
Opportunities
🔹
🔹
Enhance Accessibility
Leverage the latest accessibility standards to ensure up-to-date compliance for all users.
Optimize for Android
Align the design with platform guidelines to improve usability and performance across devices.
Key learnings
⭐
Document everything to ensure traceability of decisions to user research; be able to attribute decisions to clearly coded research analysis.
⭐
Diplomacy is a valuable skill when working on integrated client-agency teams.
