SHOEBOX
Data Management Portal
Improving web platform features through UX
The Project
SHOEBOX provides accessible hearing healthcare through their ground breaking mobile medical device called PureTest, so patients can skip the soundbooth. Our Data Portal is the Cloud-based patient, employee, and client data management system that users can archive, view, manage and analyze hearing health data (from the PureTest product).
The Plan
Data Portal is an ongoing project, and my work from the UX perspective is to improve the experience for involved users who we define as:
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Reviewers - Trained staff (in-house or external) to review patient data.
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Audiologists - Audiologists (in-house or external) to review patient data.
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Site Leads - Managers overseeing Reviewers per site location.
The Team
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1 Project Manager
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1 Product Owner
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4 Developers
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1 QA
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3 - 4 UX/ UI Designers
My Role
Research and Analysis
Researching and identifying the current processes to ensure new solutions remained consistent throughout the Portal.
Mocks - Prototyping
Create high fidelity mockups, interactions and prototypes.
DEMO Presentation
Present each UX solution early on to the SHOEBOX Portal team for refinement.
Developer Handoff
Create Usability Specifications for developer handoff.
UX Solution
I worked on a few features that tackle various pain points that not only I identified but also our users reported to us. According to each pain point, the UX solution was divided in new features:
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Bulk email referrals
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Filter by referral status
Bulk Email Referrals
The Task
We want to automate the process of handing over a patient's referral directly through email.
Pain Points
In order to complete a patient's referral, the audiologists/ reviewers and site leads had to do this manually which meant their current process looked like:
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Export the documents from our Portal
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Save the exported documents in their computer
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Attach to an email
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Send to the patients
This could lead to a lot of manual errors, PHI (Personal Health Information) breaching, and incomplete referrals.
Solution
To cover the identified pain points, I designed a new workflow that would allow the completion of a referral by automatically sending an email directly to the patients.
Basically, cutting out the extra (and unsecured) steps to:
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Email the documents directly from our Portal
Process
At the beginning of my design process, I created high-fidelity mockups, which were tested through Usability sessions that were held remotely via Google Meets. I started the design process at the high-fidelity mockup stage so there would be less development effort and high impact on usability. This meant:
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The team would build on an existing page.
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In order to keep the consistency of the design, we re-use existing components from the Design System.
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Keep the user flow similar to the current Export + Complete flow.
User testing session (private info has been blurred)
Current Export + Complete
Findings
The Usability Testing resulted in the following:
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Almost all participants used the export button to complete the referral process.
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Almost all participants found the checkbox functionality in the email modal clear.
- Participants found it clear the selected checkbox in the email modal will automatically update the Next Required Action to None.
- Participants found it clear that by unselecting the checkbox in the email modal, the Next Required Action will not be updated. -
Almost all participants found the defaulted checkbox setting useful.
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Most participants found the message popup (confirmation) useful after sending an email.
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However 1 participant suggested they would like to see some indication when an email has been sent.
Mockups
Mockups include both Patient Portal flow (email documents) and Patient Email flow (patient receives their referral documents in their email to download to their computer).
Patient Portal Flow (with Usability Specifications)
Patient Email Flow (with Errors)
Filter by Referral Status
The Task
We want to add the ability to filter the Patient's list page by referral status in order for reviewers/ audiologists and site leads to perform task-based activities based on a patient's referral status.
Pain Points
Users had to figure out how to play with different filter criteria and remember the steps in order to obtain these patient statistics. This often leads to inaccurate search results and delayed treatment in patients because they were unable to filter correctly.
Solution
To add new filter criteria where users can filter patients by their Referral Status.
Process
I first had a discussion with the development team to ensure the additional filter was within their technical scope.
This meant considering developer's timeline, effort, and technical constraints (without disregarding a good user experience)
Once this was approved by the team, I proceeded to work directly on high-fidelity mockups which later I showcased (via an online Google Meeting) to Stakeholders to solidify the designs.
Mockups
Takeaways
Working as the designer for Data Portal is an ongoing, collaborative project. We found that automation was a key factor in the success of user productivity. It was important to re-use existing components when necessary to maintain consistency and familiarity with processes for users.