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An Opportunity & Support

Platform for Clinicians

Professional Work  /  2021

Note: This page is an incomplete work in progress, and may appear broken.

What's connectRN?

ConnectRN is a community of nurses and aides, founded on a culture of care. It’s a platform created to improve clinicians' lives through access to community, opportunity, and support. That means helping our community of caregivers find shifts, apply easily, design their own work schedules, and tap into new career opportunities by connecting with a global network of clinicians. Our facility partners rely on us for on-demand access to reliable clinicians and a platform they can trust.

At connectRN my goal was to make a positive difference by empowering nurses everywhere. By listening to our clinicians at every step and providing support for all aspects of our clinicians’ lives, I enabled them to do what they do best: care for patients.

 

I unified our products and platforms by creating a new UI design system and component library. I crafted a user journey by conducting user interviews and validating interactive prototypes using a human-centered design process coupled with Lean UX.

RESPONSIBILITIES:

UX METHODOLOGIES:

TECH TOOLS:

  • UI Design
    • Mobile App Design (iOS/Android)
    • Web Dashboard Design
  • UX Design
  • Rapid Prototyping
  • Interactive Prototyping
  • Wireframing
  • User Testing
  • Interview Script Writing
  • Interaction Design
  • User Research
  • Usability Testing
  • User Flows
  • Design System
  • Component Library
  • Style Library
  • Branding
  • Lean UX
  • Design System
  • User-Centered Design
    • The design is based upon an explicit understanding of users, tasks and environments.
    • Users are involved throughout design and development.
    • The design is driven and refined by user-centered evaluation.
    • The process is iterative.
    • The design addresses the whole user experience.
    • The design team includes multidisciplinary skills and perspectives.
      • UCD Design Strategy and Goals: Communicate Value in ten seconds
        • Visibility - Clear navigational structure to help users find content and construct a mental model.
        • Accessibility - Find information in a quick and easy way. W3C Accessibility guidelines
        • Legibility - Big, easy to read fonts, paying attention to contrast.
  • Figma
  • Sketch
  • Adobe CC
  • UI Kitten
  • Material UI - a React UI Framework
    • Primarily classified as "Front-End Frameworks" tools
  • Google Material Design
  • Design Systems
  • Agile
  • Storybook
  • Whimsical (wireframing)
  • JIRA
  • Confluence

PRODUCT FEATURE PRIORITIZATION:

  • New projects, features, or problems to solve are picked from a backlog based on urgency and value.
  • These projects are placed into a ‘value matrix’ that is owned by the members of the Product team to help identify features we should invest in.
  • Once new features are established by the Product team, they are placed into a sprint as part of the Agile Development process and the UX design process can begin.

MY WORK PROCESS:

  • I own a Design Work Dashboard (like Trello) on JIRA to:
    • Track my design work progress (Paused, In Progress, Design Complete, Design Implemented, etc.).
    • Link progress to corresponding tickets on the current sprint board.
    • Give other teams easy access to view the status of my work and my current workload.
  • Each Design Work ticket contains a helpful Figma link that corresponds to specific designs, prototypes, or assets.
  • I work closely with engineers that are assigned to the ticket figure out requirements or pain points.
  • As part of a Definition of Done, I add Design QA Required and check off Design QA Passed as needed.

Project Example #1

connectRN Mobile App - Improving the Clinician check-in process

UX PROBLEM STATEMENT:

There is a high volume of calls to CS by clinicians that were expecting a shift cancelation bonus, but not receiving one. This is likely caused by confusion and frustration during the check in process when the clinician can run into several problems, make invalid assumptions, and leave the facility without any confirmation from staff. How can we improve the clinician experience while reducing calls to CS?

GOALS:

Business Goal: Reduce the amount of calls to support during the check-in process to as close to 0% as possible.

User Goal: Reduce any confusion and frustration by helping clinicians to help themselves. If a clinician runs into a problem during the check-in process, they should be able to find a solution easily without resorting to contacting support. Payment is important, so make it clear to our clinicians what the status of the cancelation bonus is.

STEP 1:

Discovery, context, and insight. Brainstorm and whiteboarding with team members (Product, UX, CS) to define problems, discover pain points, find any barriers and develop a better understanding from different viewpoints.

STEP 2

Analyze the problem at hand. What are some assumptions about our users? What informs design decisions? Here I created the most likely scenarios, or journeys, as it relates to the problem at hand in order to ensure I find multiple solutions.

SCENARIO 1:

SCENARIO 2:

SCENARIO 3:

SCENARIO 4:

Clinician arrives at the facility, ready to work her shift but notices her name crossed-out on the shift schedule board. Without talking with any staff, the clinician assumes the shift was cancelled and she was no longer needed. Since there is no need to check into a cancelled shift, the clinician leaves the facility and goes home.

Because she did not check in (or speak with anybody), nobody can confirm she was ever  there.

 

The next day, the clinician notices that there is no cancellation bonus in the My Earnings tab, prompting her to call CS.

 

Since the clinician did not talk to any staff, nobody can confirm the clinician was there. This makes it hard to distinguish NCNS and delays the cancellation bonus.

Clinician shows up at the facility, ready to work her shift. However, the clinician cannot find any internal staff to ask for a supervisor. Unable to check in and unsure what to do next, the clinician assumes the shift was cancelled and goes back home.

Clinician doesn’t wait around, goes home because it’s late and she just wants to get back home.

 

The next day, the clinician notices that there is no cancellation bonus in the My Earnings tab, prompting her to call CS.

Since there was no scheduler or supervisor present at the time, nobody can confirm the clinician was ever there. This makes it hard to distinguish NCNS and delays the cancellation bonus.

Clinician finds supervisor, and is sent home.

Clinician finds supervisor, checks in, but it sent home before shift end time.

 

Forked logic for more or less than 4hrs (cancellation bonus vs. timsheet paid)

STEP 3

With wants, needs, and expectations clear, I can start to build out the design. This phase usually includes sketches, user flows, wireframes, and prototypes. My goal is to create a comprehensive look at our users’ experience as it relates to the problem. This is an iterative process, which means I won’t get it all done in the first go. This usually means I have to design, redesign, scrap it, and design it all again. It’s imperative at this stage to share your designs with all team players involved in product design in order to discover problems and poke holes in your thought process.

A million iterations later...

Final flow:

Creating a prototype:

INTERACTIVE PROTOTYPE:

STEP 4

Time to test my designs with clinicians. Design validation is an essential step in the design process because it helps me understand whether my design actually works for our clinicians. At this stage, I had multiple interactive prototypes ready to test that included new design solutions for the problem at hand. This stage is a great opportunity to observe how a clinician interacts with our product, and also question them about their experience. What works, and what doesn’t? Does this adequately address your needs? Why or why not?

STEP 5

Congrats, you have a solution that has been validated! Now we just have to finalize the design and get it ready to ship. Once the assets are ready to go, I hand it off the the developers, DQA it when it’s ready, and release it.

Project Example #2 - WIP

connectRN Mobile App - Why are requirements so confusing? Fix it!

HANDOFF:

Project Example #3 - WIP

Admin Dashboard - Redesign Timesheets

That's all, folks! 👋

© 2021 /connect @rgetzoyan@gmail.com/