Douglas Santos  Close X  Assisted Preparatory for Exams  Close X 

Assisted Preparatory for Exams

Project Overview

About

Hospital Israelita Albert Einstein is considered one of the best medical institutions in Latin America and is a health complex whose focus is in the areas of high complexity medicine. For this reason, it has become a reference in the prevention, diagnosis and treatment of diseases in the areas of cardiology, oncology, orthopedics, neurology and surgery. It is one of the best-known health units in Brazil for the quality of care and the medical equipment and specialties it has to treat the main types of pathologies. One of the hospital's great missions is to deliver safety and excellence throughout the patient's journey.

Challenges

Patient experience

Make the experience lived by patients and doctors, from scheduling to the actual execution of an exam at HIAE, as smooth, natural and well attended as possible and, for HIAE, the most fluid, optimized and aligned with the organization's objectives. Provide the best hybrid experience across multi-channel.

Innovation & Tech

It also aims to verify the architecture design and data for exam preparation, identify and list points of improvement in the processes and integrations involved, point out strategies for optimizing the use of technological resources in the solution and architecture set, an architecture that contemplates the evolution .

Communication

Through the omnichannel preparation concept, we will together promote a better understanding of exam preparations, generating better understanding, with personalization, proximity and autonomy for the patient and also providing total visibility for HIAE.

My Role

My role in this project was to act as Lead Designer, working from end to end (problem analysis, ideation, definition, web information architecture, UI/GUI Design and usability tests), optimizing the design processes and the impact of squad deliveries, measure and analyze data related to solutions created to monitor their success with stakeholders and constantly propose improvements to the product, always aiming at the best experience and technical feasibility.

Tools

Azure (Squad Management & Status), Miro (Data map & architecture), Figma (UI & Prototype).

The Process

Discovery & Problem Definition

The discovery and mapping phase had 3 major steps in order to understand the current experience as a whole, understand the architecture behind the systems and the business area's goals.

Systems mapping

Analysis of systems involved, possibilities and limitations, survey of PBIs, writing of User Stories and Backlog for the development of solutions.

Data survey

Existing exams, volumetry, categories, prep phrases, modifiers, clustering and prioritization of exams.

Understanding with stakeholders

Goals and future product concept of each area involved in the preparation, consolidation and vision of the complete experience, from the first service to the receipt of the exam result.

Solutions

To provide the best experience for the hospital patient, an immersion in several stages of the project was necessary, always aiming at the user and the technical feasibility of implementing the concept.

Data flow architecture, systems involved, integrations and patient channels.

Understanding and detailing the future visions of the area, consolidated in User Stories validated in the Business, Technical (Systems) and Architecture stages.

Proposal to unify the patient experience, maintaining the same level of understanding of the content, regardless of the interface you prefer to access the preparation of your exam.

Enable 360° monitoring and omnichannel assisted preparation, devising a personalized solution for contacting the patient in the available communication channels, which is scalable, contemplating technical feasibility and generating visibility of the complete preparation experience.

Experience, UX Writing and UI

Interfaces were designed for the best preparation experience. On any device.

With the proposal of maintaining the same patient experience, components were developed in Figma that would suit the PDF, web (responsive) and APP platforms. Together with the architecture of the systems, the experience would be synchronized with the use of APIs and integrations between the systems, performing the exam preparation on any device chosen by the patient.

An important step of the project was the application of UX Writing in the preparation of the exams. For the MVP, were selected exams that presented more content understand difficulties for patients. For these exams, we adapted the language used and adapted it to all available service channels (SMS, WhatsApp, APP, Email).

UX Writing steps were applied for each selected exam.

Briefing

Understanding of problems and context. Personas, channels and solutions.

Benchmark

Market analysis tools and current solutions.

Curatorship

Content of sentences, suitability for medical practices and health areas.

UX

Structure, tone of voice, alerts, language, writing, suitability for channels.

Prototyping

User testing, full content in layout and health areas validation.

Deploy

Implementation, technical feasibility and insertion in HIAE systems.

Final Product & Results

some stages of the project are already under implementation and development, some quick wins were prioritized to add value to the project and immediately make some stages available to the end user. The management and prioritization of features was applied at each stage and validation of the deliverables, in order to enable the development from the delivery of the design.

1

Architecture flow

18

User Stories

4

Hi-fi prototypes

+200

Phrases for UX Writing