Situation

An Admission Review is an In-patient Case Management task. A baseline user experience score enables future evaluations of features and hypotheses.

Timebox

Approximately one month from planning through research, synthesis, and reporting.

Goals

• Deep understanding of the Admission Review user experience to identify problems and find opportunities for solutions and innovation.
• Survey user hopes and fears for OCM.
• Establish industry standard baselines such as NPS and SUS.

Task

Generative and evaluative user research using contextual interviews of clinical workers including RNs and MDs.

Action

Team Participation

Worked with key co-workers on moderator guide.

Design Team participated using created note-taking guide.

My Role

• Pre and post user surveys
• Interview protocol and moderator guide
• Interview facilitation
• Synthesis of learnings and insights
• Report and share-out to stakeholders with Director

Result

• Design and development features created from learnings and queued in agile backlog.
• Awareness of user research and results with stakeholders in a low-maturity UX culture
• Baseline NPS and SUS scores shared and recorded