Designing a Central HealthCare Portal
Designing a Central HealthCare Portal
Deloitte Digital | UX Design, Strategy, Research, UI Design
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OVERVIEW
OVERVIEW
In the context of wide disparities of the healthcare of people of state, we designed a centralised healthcare portal that implements a whole-system, person-centered strategy that focuses on wellness and prevention, includes assessments of each enrollee’s health risks and health-related social needs, and provides care management and care transitions across delivery systems and services. Establishing this statewide approach to population health management ensures that all members — children, their parents, pregnant persons, elderly and other adults, and people with disabilities — have access to a comprehensive program that leads to improved clinical outcomes and a reduction in disparities
PROBLEM
Healthcare has become a time-taking process. Beneficiaries have to fill up the same set of data multiple times to avail of various services
They are unaware of the appropriate person or to reach out to for medical, social, or financial needs. And they are unable to detect any medical or non-medical needs in time
The providers do not have easy access to patient data, compromising the quality of treatment.
With the lack of continuous contact, support(from provider, MCO, etc) and affordability, people are falling out of the tedious process of their care scheme
There is no way for the government to examine the health data at large and implement the correct measures
SOLUTION
Our portal allows beneficiaries to update demographic fields to authenticated user profile for usage anywhere
Provide screening and assessment tools that providers can use to determine medical or non-medical services and support needs
Allow beneficiaries and providers to access their longitudinal health record and complete care information
Support them with educational material befitting the literacy of the population, aligned to the health needs based on their screening or assessment outputs
Facilitate regular check-up and communication
Set targets and benchmark for the state to measure quality
MY TEAM & ROLE
Worked as a UX designer with a team of 4 from Bangalore, India and 2 from California, USA
Engaged in research, brainstorming sessions and stakeholder meetings to define the user journey and information architecture
Worked as a hybrid UI/UX designer in designing the wireframes and visual designs for the complete flow
Had sole ownership of the design and interaction of the screening and assessment flow in the portal
TIMELINE
The project was completed in 2.5 months, excluding the development and handoff
First 2 weeks were spent in understanding the user story, drawing user persona and user journey
Next few weeks, on being aligned with the stakeholders, we worked on the design module-wise in an agile way
Last 2 weeks was spent on Prototyping and building it according to the user persona's story and design iterations based on peer and client feedbacks
✅ THE PROCESS
Understanding the Context
To understand the healthcare space, we had frequent meetings with Stakeholders andU Subject Matter Experts. This helped us build a context for the User Story we were working with - at which points in their healthcare journey do they require medical intermission and how do they approach it. We figured there were a Primary Care Provider and a Care Plan mapped to each beneficiary. We looked into the current healthcare insurance solutions on how they are aiding in better management of such services, in order to understand how the user interacts with the interface. As a team, we analysed the current products available and aligned it with our goal in mind - to map out the Must-Haves data points for the Beneficiary and the Provider
Building Context on Possible Users and User Journey based on User Story
In our solution, we were aiming to input clinical, demographic, medical data of a user into an authenticated profile. This data would be accessible to Providers, MCOs, State Admin and Social Worker based on the level of access given by the user. Hence, ideally there are Four Views and four kinds of user login. Before moving onto the final user journey, we built a potential user journey of the beneficiary and the provider.
Existing User Journey of Medi-Cal beneficiaries
Understanding the Users
We conducted a meeting with Potential Providers, MCOs, State admins, Social Workers to have a deeper knowledge about the users or beneficiaries they are working with, their abilities and their day to day limitations, to gauge the negative and positive implications that our product can have.
The User Base at large we were largely addressing were hailing from Low - Income or Middle - Class families. They always do not have access to technical products like desktop or tablet. They are probably running >2 jobs per day, thus limiting their time to give attention to medical check - ups. They are not vey well - versed with the current insurance/healthcare schemes. Hence, the interface we build should be easy to learn and recall while helping the user navigate to the help they need much easily.
User Story of Beneficiary User Persona : Linda Gonzalez
Building the User Journey Map
Based on the User Persona of Linda, we have broken down the user journey into 3 main parts : Registration, Dashboard (Screening & Assessment) and the Provider flow.
Beneficiary Registration Flow
Beneficiary Dashboard : Screening & Assessment Flow
Provider Dashboard Flow
Defining and Ideating
Our team adopted the "How Might We" brainstorming process to ideate creative solutions. This helped us think comprehensively for each problem statement in hand and draw up a wide range of solutions. We then used the Voting System to review all our ideas and trim down to the best ones that aligns with the primary goal and design principles. Here, are few snapshots of our process for "Beneficiaries"
✅ THE FINAL DESIGNS
Lean & Informative Onboarding
The landing page is concise with a compelling set of offerings and benefits. It gives context about the support provided by the portal in a user's health journey, in a clean visual hierarchy.
The Registration Process starts with capturing basic user data and then navigates them to a Menu Listing for further profile building. Since a massive amount of information is needed to build an authenticated profile, it has been filtered down into sub-pages - Personal Information, Contact Information, Medical Records, Health Coverage, and Care Team. This gives the user a clear understanding of the task and they can easily shift between the different blocks as required.
Creating an Authenticated Demographic Profile
Registration process has been designed with dismissing the background distractions and focussing on the primary information. Based on the entered Social Security number, the data from the personal information to the medical record has been extracted. The user can easily scan through the information and validate or report a correction against each record. This requires minimum effort of filling forms and gives user room for customisation and error prevention.
Seamless Error Correction across System
Care Team highlights the user's Primary Care Provider or any other associated care providers. They can easily Report a Change against each record, enter the rectified input which would generate a task for the Service Team. When the user logs in next time, he/she would be notified of the corrected information. They can also select or deselect their consent to sharing their specific medical data. Once the information is validated against each block, the user can successfully register into the portal.
A Comprehensive and Inclusive Dashboard
The dashboard focuses on the primary information and support with respect to the user's medical and demographic positioning. It highlights the last updated health vitals, local medical facilities, health assistance programs, health care plan and providers and selected resources. The "Start Screening" CTA and "Need Your Attention" draws their focus to complete the screening to get personalised support. The Language Selector would help cater to diverse ethnicities and reduce disparities.
Understanding Enrollee's Health through Screening
Once the user lands on the dashboard, they are nudged to complete a Basic Screening to understand their current health and social needs. Based on the results, the information(resources, medical facilities, assistance programs) provided on the dashboard alters. The information reaches the Primary Care Provider and if they deem necessary, a further Health Assessment would be allotted to the user. These tests would determine the capacity of assistance the HealthCare portal can provide to the beneficiary.
Assessment and need-based Support
The assessment questionnaire has been designed with minimal micro interactions, a fixed footer for easier navigation and a guiding progress bar. The assessment completion page provides resources based on the category of the assessment they partook in for example pre-natal depression in this case. The dashboard, henceforth, suggests respective vaccination programs, doctors and other socio-cultural resources.
Provider Dashboard View & Longitudinal Medical Records
The care providers can easily access their patients data and respective full-comprehensive medical records. They can generate any assessment task to the enrollee as necessary. Based on the insights and the percentage, they can predict any healthcare trend which can be taken up as a measure at a state-admin level.
Provider Dashboard
Longitudinal Records of Beneficiary
Finally, the Design System
We documented our components, styling and templates for effortless integration in not only in our project and also other such governemnt related healthcare projects in Deloitte.
🤯 Phew! You have reached the end of this project!
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