Client:

DataLink, DataLinksoftware.com

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Role:

Exclusive Senior UX/UI Designer and advisor to President, VP of Development, and Director of Product Development

• contextual research
• analysis
• contextual interviews
• card sorting
• persona creation

• implementation of "Design Thinking"
• wireframes
• low-fi Prototypes
• hi-fi Prototypes
• proprietary UX repository

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Tools:

• Axure RP
• Justinmind
• AHA
• Adobe XD
• Adobe Photoshop
• Adobe Dreamweaver

• Adobe Illustrator
• InVision
• Goto Meeting
• Filemaker Pro
• Slack

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Challenge:

To expand DataLink’s leadership in the field of integrated healthcare software applications (EHR and CRM) for Management Service Organizations (MSOs), healthcare providers, and health insurance providers, DataLink invested in UX redesigns of its full suite of integrated healthcare software applications that would:

• Address provider concerns, needs, and desires
• Increase provider and patient satisfaction
• Increase provider retention rates
• Develop a closer bond with providers
• Optimize medical care journey for patients
• Produce quality clinical data that can be used for measurement, payment, reporting, contracting, diagnoses, pharmaceutical, and a range of analytics
• Embrace and implement modernized technology designed to minimize workloads and allow medical professionals to focus on patient care
• Increase efficiency of search and update of patient health records by physician providers during healthcare visits
• Increase efficiency of search and update of patient health records by MSOs and health insurance providers

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Research/Analysis:

DataLink products required refinement in key areas:

• Bloated application design
• User cognitive and eye fatigue
• Lengthy and cumbersome application forms and data displays
• Outdated look and feel
• Erratic creative process
• Cumbersome and cognitive-intensive display, search, and update of critical patient data

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Solution/Strategy:

• Adopted "Design Thinking" creative strategies into current corporate culture
• Switched to "Material Design"
• Presented patient data from infinite forms to above the fold, modal / non-modal,  file cab and tab structure
• Emphasized Panel / container design to manage & ease user work flow
• Incorporated "Lean UX" strategies into agile process

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Return On Investment (ROI):

• 6-minute average decrease in physician front-end interaction time with patient data (patient history)
• 6 minute average increase in patient/physician face to face visit time
• Improved quality of care leading to better patient outcomes and reduced long-term healthcare costs
• 4-minute decrease in physician back-end interaction time with patient data updates (diagnoses, prescriptions, etc)
• 32% Greater provider satisfaction (NPS survey results)
• Greater patient reviews and satisfaction (CSAT survey results)
• 12% Greater provider retention rate
• 15% Greater patient retention rates

* First quarter data results after alpha version process implemented company-wide

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