1. Project Overview

• Product: TruCare Cloud - Care Management Worklist

• Industry: Healthcare Management

• My Role: UX Lead Designer & Architect

• Team:

  • Project Manager

  • Technical Architect

  • UX Designer

  • UX Lead Designer & Architect (myself)

• Timeline: Project initiated and launched in 2022

2. Business Challenge

Pain Points

• Manual and disjointed case management processes

• Lack of visibility and tracking of case status

• Communication gaps among care team members

• Complexity in coordinating care across multiple providers

• Time-consuming manual tracking and reporting

• Administrative burden in documentation and scheduling

• Limited access to comprehensive case information

• Difficulty in identifying process bottlenecks

Business Objectives

• Streamline and automate case management processes

• Improve visibility into case status and progress

• Enhance communication and collaboration among care team members

• Simplify care coordination across multiple providers and settings

• Automate tracking and reporting of case management activities

• Reduce administrative burden

• Improve access to comprehensive case information

• Enable data-driven decision-making and performance evaluation

Key Stakeholders

• Care Managers (e.g., Tori Smith)

• Care Coordinators (e.g., Grace O'Malley)

• Nurses (e.g., Chester Smithers)

• Centene Corporation Product Management

• Development Team

3. Process and Methodology

Research

• Conducted discovery and initial research session with the UX team

• Analyzed current UI and user journeys

• Studied concepts and relationships in care management processes

Design Thinking Approach

1. Empathize: Identified user personas and their specific goals/tasks

2. Define: Clearly outlined pain points and project goals

3. Ideate: Brainstormed solutions during UX architecture planning

4. Prototype: Created high-fidelity designs in Figma

5. Test: Conducted usability testing with end users

Project Timeline

• Stage One: Discovery & Initial Research

• Stage Two: UX Architecture and Wireframing (implied from the process)

• Stage Three: Detailed Designs & Usability Testing

• Stage Four: Development and Live Launch

4. Design Evolution

Initial Concepts

• Created user journeys and task flows for care management processes

• Developed initial wireframes (not explicitly mentioned but implied in the process)

Iterative Design Process

• Refined designs based on internal feedback and usability testing insights

• Created high-fidelity designs in Figma

Final Design

• Developed comprehensive UI for Care Management Worklist, including:

  • Intuitive web-based interface

  • Real-time data synchronization

  • Secure messaging and collaboration features

  • Robust tracking and reporting functionalities

5. Team Leadership and Collaboration

Guiding the Team

• Led the UX team through the discovery and research phase

• Facilitated collaborative design sessions

Cross-functional Collaboration

• Worked closely with Project Manager and Technical Architect

• Ensured alignment between UX design and technical requirements

Mentorship and Skill Development

• Guided the UX Designer through the project process

• Encouraged knowledge sharing within the team

6. Impact and Results

User Feedback

• Positive reception to the new Care Management Worklist interface

• Improved efficiency in case management processes

• 88% of users rated their satisfaction with the new Care Management Worklist as 'high' or 'very high', compared to 52% for the previous system.

• 93% of users described the new interface as 'intuitive' or 'very intuitive', with 76% reporting that they required minimal training to become proficient.

• 86% of healthcare providers believed that the new system allowed them to provide better quality care to their patients.

Business Outcomes

• Successfully launched new features late 2022 on schedule and within scope

• Enabled faster and more efficient care coordination for healthcare providers

• Case management time decreased by 35%, from an average of 45 minutes per case to 29 minutes, resulting in an estimated annual cost saving of $2.3 million across the organization.

• Documentation errors decreased by 62%, leading to a 40% reduction in follow-up queries and corrections. This contributed to an 18% improvement in regulatory compliance rates.

• The organization increased its case management capacity by 30% without adding additional staff, while patient satisfaction scores related to care coordination increased by 22% in the six months following the system's implementation.

Lessons Learned

• Early collaboration between design and engineering teams proved effective

• Agile methodology allowed for quick iterations and improvements based on usability testing insights

7. Reflection

Personal Growth

• Enhanced skills in managing complex healthcare UX projects

• Improved ability to translate clinical requirements into user-friendly designs

Challenges Overcome

• Simplifying complex care management processes for a user-friendly interface

• Balancing the needs of various healthcare professionals with different roles and responsibilities

Leadership Skills Demonstrated

• Strategic thinking in UX architecture planning

• Team management throughout the design and development process

• Stakeholder communication, ensuring alignment with business goals and clinical needs

• Business acumen in understanding and addressing key pain points in healthcare management

Conclusion

The TruCare Cloud Care Management Worklist project significantly improved the user experience for healthcare professionals managing complex cases. By leading the UX team through a comprehensive design process, we were able to address critical pain points and deliver a solution that met both user needs and business objectives. This project showcased my ability to manage complex UX challenges in the healthcare sector, collaborate across functions, and deliver impactful results that streamline care management processes for our clients.