Summary
Hinge Health improved its programs and needed better workflow management tools. Initially, we added an iframe sidebar with key information for workflows. Later, we reorganized workflow data and communication by creating a workflow panel in the electronic health record (EHR).
The problem
New product offerings required 10 new workflows for the care team. We needed to improve workflow efficiency to support top-of-license care and meet SLA requirements. Additionally, we aimed to build workflows quicker for all roles and programs, reducing custom coding and redundant UI elements.
The solution
We developed a workflow panel template comprising 5 to 6 distinct sections. Each section offers context, tasks, and communication relevant to clinical workflows. To ensure consistency, we created guidelines along with a template for these workflows.
This workflow template meets user needs and business objectives. It provides the care team with a consistent, streamlined tool to complete workflows, allowing them to concentrate on top-of-license care rather than the tools themselves.
Business objectives are met by creating a reusable and scalable solution that reduces tech debt, expedites the creation of new workflows across product teams, and provides a clear set of tasks to help the care team fulfill their service level agreements.
A breakdown of the workflow panel sections
Constraints and dependencies
• The care team's workflows involved reassigning tasks, taking notes, and sending emails, relying on external tools like Freshdesk, Google Docs, and Help Scout. The goal was to phase out these tools and develop similar features internally. However, this proved complex, so the Minimum Lovable Product (MLP) continued to depend on Freshdesk until independent functionalities were created.
• External tools for the MLP could be accessed via an iframe or in a new tab until further design could be completed.
• Company turnover led to frequent changes in the roadmap, causing conflicts in the design and development of interdependent features.
Role
I collaborated with another product designer to define the strategy, lead user testing, prepare prototypes, and prepare documentation for stakeholder meetings. We worked with PT and coaching ops, engineering, and project managers for feedback and discovery.
The process — Discovery
We conducted async shadowing, competitive analysis, and a design audit to better understand the care team's workflows. Our goals include identifying pain points, learning about user behaviors and preferences, and breaking down workflows into standard components.
Async Shadowing
We found significant issues such as manual data entry across platforms, which raises HIPAA compliance risks, and a lack of user-friendliness that requires multiple open tabs to complete tasks. The care team also relies on their own reporting tools, leading to inconsistencies. We created "How Might We" questions to address these challenges and update the service blueprints.
Design Audit
The design audit revealed inconsistent use of atomic components like chips and tabs, but we clarified their intended purpose. By analyzing the existing information architecture of the electronic health record, we determined proper placements for new workflows and identified missing information in sidebar workflows.
Competitive Analysis
Explored patterns from other healthcare companies and project management software and updated the service blueprints after
From our analysis, we identified three distinct workflow types: clinical, video visits, and multiphase.
The Process — Define
After defining workflow types, we focused on designing the clinical workflow panel, prioritizing its relevance and foundational structure.
Brainstorm Sketch Session
We conducted a brainstorming session and created a panel divided into 5-6 sections to provide context, tasks, and communication tools for care specialists. This panel informed our initial lo-fi prototype.
Some sketches from the brainstorm sketch session
Lo-fi prototype and testing
The lo-fi prototype underwent usability testing, revealing key insights:
• Alignment of product language with the care team's was necessary.
• Clarification was needed between workflow commenting and member messaging.
• Users were confused by workflow reassignment.
Overall, users appreciated streamlined access to workflows and helpful insights.
Highlighted key findings from lo-fi user testing
Hi-fi prototype and testing
Based on feedback, we developed a hi-fi prototype to address navigation issues. Stakeholder discussions prompted us to analyze how we will migrate legacy tools using the sidebar and iframe to the panel in the EHR. In the second round of hi-fi testing, we aimed to gather feedback on updated features and address past pain points. Insights included:
• Difficulty in marking workflows complete due to interface changes.
• Users either completed tasks on autopilot or struggled with new escalations for reassignment.
Despite challenges, users were enthusiastic about the integrated approach, and their understanding of the communications panel improved. After discussions with engineering, we decided to remove the reassignment and notes features from the minimum lovable product (MLP) due to complexity and resource demands. Some legacy tools still needed to be iframed due to the simultaneous development of the EHR member data until they could be migrated into the new EHR.
The Process — Handoff & V2
The MLP
The MLP aims to improve workflow completion in the electronic health record while still using Freshdesk for workflow reassignment and an iframe to access legacy tools. The clinical template will be the first of three, promoting consistency and efficiency for engineering. Concerns about excessive clicks led to a focus on task auto-completion for improved team efficiency.
Workflow panel V2
Version 2 of the workflow panel will enable task reassignment, enhancing communication and visibility among the care team. A comments section will be added for notes and tagging, further facilitating collaboration.
Outcomes
We successfully created and implemented the MLP for the reusable clinical workflow template. From this, we saw a 40% reduction in workflow completion time, and PTS saw a 24% reduction. PTs still heavily rely on the external tool Fresh Desk, requiring them to be directed out of the EHR to complete tasks. We estimate that once we build an internal reassignment tool, the PTs will see a greater reduction in time.
Overall, the workflow panel's standardized layout and guidelines helped establish clear expectations and language for new workflows being developed in the electronic health record.
Learnings
To create a major new feature, it was necessary to coordinate extensively across different teams and gather feedback from various users and stakeholders. However, Hinge Health was also rethinking its planning strategy and product development checkpoints, which caused several changes and disruptions to the original plans.
