Optimizing Healthcare Provider Workflow: Solving Information Overload in Healthcare UX
OVERVIEW
I served as the UX designer, collaborating with the development team from a health-tech company to optimize the patient check-in flow for a major client.
Our approach focused on solving complex information architecture challenges through comprehensive user research, design, and usability testing.
ROLE
UX Designer
MY INVOLVEMENT
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Synthesize findings from user testing
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Translate findings into design solutions
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Prototype
TIME
3 month
TEAM
PM
Stakeholder
Developer
BACKGROUND
Healthcare providers are required to complete a SOAP note (Subjective, Objective, Assessment, and Plan) for every patient visit. This standardized method ensures consistent documentation of patient encounters. Providers must review patient information and record the necessary details accurately and efficiently within this structured format, often under time constraints.
Current EHR platforms overwhelm users with dense information, resulting in poor usability, low accessibility, and steep learning curves.
The stakeholder aimed to streamline the provider note-taking process by introducing an organizing concept called a 'Case,' which functions as a folder centered around the patient's chief complaint. This 'Case' approach allows information to be revealed progressively, aligning with the natural way healthcare providers typically review and process patient data.
I translated the client’s vision into a design that structured patient information around the “case” concept. Providers could easily access previous visit notes, and the information was streamlined to focus on the current visit.
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While the design felt promising, I recognized that the complexity of the healthcare domain required deeper testing. I recommended usability testing to ensure that the design worked well in real-world scenarios and to validate whether the "case" concept truly enhanced provider efficiency.
DEFINE THE GOAL
We held a workshop with stakeholders to align on the goals for user testing.
In a sum, we agreed that the biggest challenge was the information architecture of the patient profile page.
With many elements to organize, the design needed to present information clearly without overwhelming users, especially in time-sensitive contexts.
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Understand how providers prefer information within a patient record to be organized and how that information fits into their workflow
USER TESTING
We conducted 10 qualitative user interviews: 7 participants from outpatient background and 3 from inpatient background.
Each session lasted about one hour and was divided into two parts:
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In the first part, participants performed an open card sorting, where they listed and grouped the information they expect to find when reviewing a patient record.
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In the second part, participants walked through a prototype to simulate preparing for a patient encounter.
Findings:
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Providers found the term 'cases' confusing, often mistaking it for a problem list or associating it with other contexts (e.g., surgery).
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Providers value a “snapshot” that allows them to quickly identify the patient but also see allergies, medications, vitals, previous notes. This is especially true in inpatient settings.
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Providers expect to dig deeper easily.
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At least 3 providers mentioned that if they review any part of the patient history, they want to include that in the note
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(Bonus point: For inpatient providers, quick summaries, or “love notes” help them quickly orient to the patient and keep them updated on the latest trend/patient needs)
ITERATION
Introducing "Patient Snapshot"
Based on the feedback from user and the card-sorting exercise, I shifted from the "case" structure to a new concept: Patient Snapshot. This approach offered providers a quick overview of patient information and their latest needs, allowing providers to prep for patient visits efficiently. The design included key information at a glance, with the ability to dig deeper into specific details as needed with a single click.
Introducing "Quick Copy" for Patient History
Notes play a critical role in a provider’s workflow. Through user testing, I discovered that providers want a quick way to add reviewed information to their notes. In response, I implemented a 'quick copy' feature, allowing them to efficiently transfer key data into their notes while reviewing patient information.
Introducing "Intake Checklist"
The 'Intake Checklist' acts as a shortcut to key information that must be reviewed during patient chart reviews. It guides providers through their preparation process, enabling one-click access to relevant data screens. Additionally, it allows for the swift addition of pertinent data to the patient notes, enhancing efficiency.
REFLECTION
The new design has reduced the learning curve for new providers and got positive feedback that is "intuitive and easy to use".
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This project taught me an important lesson: understanding context is critical, especially when designing tools for users with specialized professional knowledge. In this case, the UI for providers initially felt overwhelming, and it was easy to make design assumptions based on general user habits. Stakeholders wanted a streamlined, simplified flow, but user testing revealed that balancing these preferences with usability was key.
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Efficiency, particularly in tools that professionals use daily, can be achieved through consistent practice and familiarity.
As designers, our role is to find that balance, and we can only do so by studying users, listening to experts, and being willing to iterate on our designs.