Round. Report. Make a difference.
At Your Service is a rounding tool used to improve the patient and employee experience.
What is Rounding?
Varying from once a day to once a week, a group of physicians, residents, and other team members make "rounds" to see how you are doing. This is a good time to discuss your medical care, progress and steps toward discharge. Rounding can also be done internally with your own staff.
Rounding is a form of surveying conducted every day through out hospitals to gather actionable information from patient and employee satisfaction surveys.
At Your Service
AYS is a rounding tool that collects patient and employee satisfaction data which is then used to improve the overall experience during their visit or stay in the hospital. The rounders survey and collect the information on the iPad app which is then stored and used to analyze and improve current practices.
As an enterprise, Jefferson Health would like to increase their HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) score to improve the patient experience as well as increase the return received from CMS (Center for Medicare and Medicaid Services). The higher the HCAHPS score the more revenue is produced by our hospitals.
Based on our current scores, Jefferson is losing close to 2 million in revenue a year. AYS will be the solution used by Jefferson to replicate the HCAHPS survey to help increase our scores and our patient and employee experiences.
Goals.
Building a product that successfully captures patient feedback data in a non intrusive manner thus enhancing conversations. Offering administration to analyze and synthesize data in a coherent manner leading to improved results in execution efficiency.
Background.
Rounding is a form of surveying conducted every day through out hospitals to gather actionable information from patient and employee satisfaction surveys. At Your Service is a rounding tool created to streamline blah
My Role.
UI/UX Design | Prototyping | Research | Information Architecture | Testing
For this project, I worked closely with our research team, participating in many interviews and working sessions. Doing so helped create a very strong redesign of the app and we were able to improve not just the design but functionality, incorporating multiple new features.
Redesign
AYS is a rounding tool that collects patient and employee satisfaction data which is then used to improve the overall experience during their visit or stay in the hospital. The rounders survey and collect the information on the iPad app which is then stored and used to analyze and improve current practices.
As an enterprise, Jefferson Health would like to increase their HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) score to improve the patient experience as well as increase the return received from CMS (Center for Medicare and Medicaid Services). The higher the HCAHPS score the more revenue is produced by our hospitals. Based on our current scores, Jefferson is losing close to 2 million in revenue a year. AYS will be the solution used by Jefferson to replicate the HCAHPS survey to help increase our scores and our patient and employee experiences.
Building a product that successfully captures patient feedback data in a non intrusive manner thus enhancing conversations. Offering administration to analyze and synthesize data in a coherent manner leading to improved results in execution efficiency.
Pain Point.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Key Features.
Rounding is a form of surveying conducted every day through out hospitals to gather actionable information from patient and employee satisfaction surveys. At Your Service is a rounding tool created to streamline blah
Improvements.
UI/UX Design | Prototyping | Research | Information Architecture | Testing
For this project, I worked closely with our research team, participating in many interviews and working sessions. Doing so helped create a very strong redesign of the app and we were able to improve not just the design but functionality, incorporating multiple new features.
Survey Improvements
Singular question cards enables the reader to quickly review and maintain the conversation. Larger text makes it easier to read. Larger inputs.
Issue Reporting Improvements
Restructured form for submitting. A “Drafts” page was added. New filtering capabilities for finding surveys more efficiently.
Usability Testing
Before.
It was a great experience to participate in the user testing along with our UX team. During the usability testing, many flaws were pointed out. The navigation was unusable on a real iPad. The nav bar had a swipe up feature but on newer iPad’s that triggers the exit. Another issue was the hamburger.
Users were not sure what it did and what it was storing. The progress bar was also confusing to users since you can perform the survey out of order and all questions are optional.
After.
After reviewing the usability findings the major issues were addressed with new solutions. The bottom navigation is now a static bar. The hamburger was removed and a new tool bar resides on top of question pages for quick action. The “comment” button was also moved onto the question card to reinforce that you’re commenting on the individual question.
