pointclickcare
PointClickCare is a health software company in the Long Term Post-Acute Care (LTPAC) market that offers products and modules for care providers in North America.
As a designer at PointClickCare, I am working on two new keystone initiatives called Practitioner Workspace and Wellness Workspace. For both workspaces, I have been actively involved in the end-to-end product life cycle from early ideation to product release. I am currently also working closely with my engineering and product partners to improve the adoption and usability of an existing module - Infection Prevention & Control. At PointClickCare I also lead the UX as a Service (UXaaS) offering to provide user experience focused consultation for products outside of the UX team product portfolio.
Time: January 2020 - Present
My Role: User Experience Designer
Tools: Figma, Sketch, Zeplin, Miro, Mural, AirTable
User research
Understanding our users, usability testing and collecting feedback were a key part of my process at PointClickCare. Since I was involved in Practitioner Workspace and Wellness Workspace from beginning to end, I had to pick and chose the appropriate user research methodology for the respective stage if the product lifecycle. Below are some examples of methods that were used.
User Interviews
At the beginning of understanding a new persona, or problem, I conducted a series of user interviews with care providers to understand their current day-to-day workflows and challenges. This involved creating a set of questions prior to the session, and consolidating our findings into meaningful insights.
ethnographic field studies
As a part of our growth strategy, we wanted to improve the adoption and usage of Infection Prevention and Control. A site visit was conducted in order to help us understand how the existing product was being used in its natural environment. We met with a combination of Nursing Directors and Infection Preventionists and were able to ask questions, see the environment, see physical artifacts, shadow and build empathy!
Usability Testing
To validate and test our designs I conducted a series of bi-weekly design feedback sessions with care providers. During heightened weeks of the pandemic, it was crucial that we were respectful and conscious of our users time. To address this challenge, we conducted usability sessions with former care providers who were now PointClickCare staff. A mixture of formal and informal sessions were used to test early ideas and end-to-end workflows.
Participatory Design
In the example below our goal was to create a dashboard that provides the most useful and relevant patient information for a nurse. Through collaboration with our knowledge team we came up with a list of items that are commonly found in a patient’s profile. We then asked former nurses to place these items on a chart according to importance and the level of information they require. The findings from these sessions allowed us to place patient data according to importance and groupings that were logical to the nurse.
Usability benchmarking
Wellness Directors face many challenges when confirming orders that are coming in from the pharmacy. Our goal was to create a workflow that allowed the Wellness Director to confirm an order efficiently in as few clicks as possible. To validate if we had met our goal, we tested the Wellness Workspace against our company’s existing solution and another product that PointClickCare had recently acquired. In this test, 6 participants were asked to confirm unique orders with similar levels of complexity across each product. Each order was timed and the participants were asked a series of questions to describe their experience towards the end.
This test allowed us to gather qualitative and quantitative feedback proving that the new Wellness Workspace had met our Golden Thread.
