Role: Lead Designer
PM: Abhi Sharma, Isaac Kim
Engineering: Cameron Cooper
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OverviewTransferring patients from the hospital to long term acute care facilities is notoriously inefficient; involving lots of people, paperwork, logistics, and time. Studies have shown that poor coordination during patient transfer is directly associated with negative outcomes such as medication-related errors, adverse drug events, emergency visits, and hospital readmissions.
OutcomesWe built a workflow management tool specifically for LTAC facilities to process inbound patient referrals quickly, centralize communication, and manage patient intake from referral to admission. This product carried an initial TCV of $3M and signaled Loyal’s entry into a new market, requiring a high degree of collaboration with leadership and cross-functional teams throughout from start to finish.
Foundational
Research
In order to identify the core problems with the current intake process, we needed to understand it inside and out.
I developed a generative research plan to provide our team with a detailed look at the following areas:
The People
Understand each role involved in the intake
process to understand their tasks, workflow, pain points, requirements, and surrounding context. The ProcessObserve the intake process from beginning
to end for multiple types of patients. The InformationUnderstand the flow of information through the
intake process; what is it, what form does it take,
where does it come from, how does it change
hands, who is responsible for what, how does
it get where it’s going.
Research
In order to identify the core problems with the current intake process, we needed to understand it inside and out.
I developed a generative research plan to provide our team with a detailed look at the following areas:
Understand each role involved in the intake
process to understand their tasks, workflow, pain points, requirements, and surrounding context.
to end for multiple types of patients.
intake process; what is it, what form does it take,
where does it come from, how does it change
hands, who is responsible for what, how does
it get where it’s going.
It was important to me to involve the whole team in the process of turning the raw data into meaningful insights so we could be completely aligned on what we would build. I led a workshop that helped us identify the major pain points in the current process and translate them into our main areas of opportunity.
Areas of Opportunity
-> Product Requirements