How can we elevate the patient experience in hospitals?
Protoqual is a team of tech and healthcare experts who are improving medical outcomes by changing the way patient care education is delivered to professionals.
I invited 3 decision-makers from Protoqual to have a collaborative working session before starting the project, in order to fully understand the challenges they were facing. We used the LDJ (Lightning Decision Jam) framework and together we were able to create HMWs (How Might We’s) with their main challenges.
How might we motivate medical staff to use the platform in a context where everyone is very busy?
How might we create a fun/simple/cool learning experience?
How might we define the roadmap for an MVP by defining the basic needs and functionalities of the product without neglecting the company's profitability?
💬 "This was a very special project for me, as I had the opportunity to develop the strategy for the client, and then was able to execute it as the lead designer of the team. Sometimes when you have a strategic role, it’s important to participate and get your hands dirty from time to time, to learn from the “doer” role and return to the strategic side with more certainty".
My role began in developing the strategy, where I focused on thinking of a process that generates short-term impact but also provides data and information to act and work on in the medium-to-long term. That's why we decided to run a Design Sprint with an Iteration Sprint, followed by a more traditional UX/UI process. In all stages of the process, from developing the commercial proposal to closing the project, I actively participated in both the execution and strategy.
Process and Deliverables
User test - talking points grid
Design sprint user journeys map
What insights did we find in the design sprint process?
How users feel the real need to improve their own skills and how an integral experience within the platform can help them achieve the highest level of Patient Experience.
How the platform should provide a clear learning path, as many users interact through notifications and recommendations.
How important it is for users to understand the impact their daily work has not only on patients but also on themselves as members of a team, a company, a culture, and a world that ultimately needs humans to interact with each other as humans.
After the design sprint, we returned to a more traditional process, in which we used all the information from the Design Sprint and the user stories created by the technology team to create a UX/UI roadmap and continue designing the product.
As the project leader, I assembled a team that was composed of Daniela, who focused more on UX, structure and the rapid creation of wireframes. I took care of everything related to UI, with a strong focus on Design System. The team was completed by copywriter Evie and Maureen, our Project Manager. We set up a weekly call, where every Friday Daniela and I showed project progress. We also had a communication channel via Slack. This process lasted for 2-3 months.
Protoqual presented us with a challenging design task due to the large number of users with different levels of hierarchy on the platform. These include clinic administrators, nurses who are learning using the platform, creators of patient surveys, patients who complete the surveys, and content and learning activity creators.
One of the most interesting parts of the platform is the reception of feedback from patients, through surveys that health professionals can create (form-builder), send and analyze. The results of these surveys, beyond being able to measure the patient's experience, allow us to know which skills the workers of a clinic or hospital need to improve, which triggers the platform to send customized learning activities.
As a result of this process, we obtained a data-based learning platform that contains over 50 activities related to patient experience education, all backed by and connected to Protoqual's analytics. Each of these activities constitutes one of the essential skills–from empathy to cultural competencies–that healthcare professionals need to provide the best possible care. We also managed to integrate gamification, where users receive points and badges when they complete activities and skills, resulting in a more immersive and attractive user experience.