Hopefully you now have a pretty clear understanding of the role PatientPal serves in the front desk system of a health clinic. As a non-healthcare professional, I found it hard to extract PatientPal's function within the entire timeline through the visual on their website.
Timeline of front desk healthcare process
Roles of the players within the process
All actions of each player (clinic, PatientPal, and patient) displayed WITHIN a linear timeline. Pathways of like actions easily tracked through matching icons.
Objective of the PatientPal project:
1. To observe a PatientPal client (Longwood MRI) and their use of the implemented system, specifically the console, in order to understand inefficiencies.
2. To implement design changes to the software based upon my research.
Below is what the original console looked like:
The first step in my research was to identify problems that the users recognized they had with the console. In order to do this, I sat with Jasmine and Danielle, the ladies who worked the front desk at Longwood and asked them to identify their issues with the system. This is what we came up with:
So to sum up the problems they saw:
Hard to tell how many appointments of each type there were
Side panel not useful
No way to easily see insurance information
Additional problems I observed:
It took a long time for Jasmine and Danielle to locate where they were within a given day's appointments. They could not easy to see when the past and next appointments were in this console.
Could make better use of space in the top calendar view
Connecting the problems to the design solutions...
1. Hard to tell how many appointments of each type there are
2. Side panel not useful
3. No way to easily see insurance information.
4. No way to see where you are within a day's appointments.
5. Can make better use of space in the top calendar view
Make circles more visible by making them larger and their colors more bold/eye-catching.
Allow users to see exactly how many appointments are left and done of a procedure type when hovering over the respective circle
Invert the colors so that the beginning of the day starts with the fully colored circle and subtracts as the day goes on.
Eliminate the redundant side panel
Add Insurance Carrier information in separate column
Visually display where you are within a day. Greyed out portions represent past appointments and white ones show future appointments.
Eliminate the key
Increase the width of the calendar
Move the total number of appointments to the top right corner for better visibility (and to maximize room for circles)
FINAL IMPLEMENTED DESIGN
At the end of my internship, I was able to better visually communicate PatientPal's mission not only to those outside of the company, but also to those using the interface. This console design is now being implemented in all PatientPal clinics.