SaaS
Complex Data
Stakeholder Alignment
Key Outcomes:
10X Health Required a Custom Portal to Replace an Aging Platform
Creating a new feature for their custom portal - I needed to have intimate knowledge of the EHR backend system and understand the requirements of all the stakeholders involved.
I began by taking a thurough inventory of all the stakeholders involved and their need.
Balancing Priorities Required In-depth Interviews Across Teams
Meeting with a variety of stakeholders, the overarching goal was to significantly improve upon the UX of the white label portal we used before, and safely surface data from out EHR.
Clinical & Patient Needs
Provide a clear view of upcoming and past appointments, with easy access to key details.
Enable download of visit summaries, eliminating the need to request or send them manually.
Ensure accurate, reliable information (address known data inconsistencies).
Make appointment details and related documents easy to find and access.
Design intuitive navigation to appointment information — a primary portal use case.
Optimize for mobile, where the majority of users access the portal.
Breaking Down Complex Data Into Usable Parts
I needed to understand how the appointments model within the database was structured, so I could tailor my design around it. I worked face-to-face with clinicians who worked within their EHR system daily. This gave me important insights on quirks within the EHR, what data was reliable and what was safe to show. I parsed this discovery into a database asset inventory to evaluate with our team.
Uncovering Critical Misalignments Between Technology and Clinical Roadmaps
As discovery progressed, it became clear that the tech and clinical teams had different understandings around the current and future plans for the EHR. This would critically affect my handoff - I needed to have clarity on what data was usable and would continue to be if any changes were made.
I brought together clinical, marketing & the tech team together to clarify direction.
Alignment & Data Issues:
Alignment Questions
Will the structure of procedural and appointment data change as part of this transition?
Is there any plan to move to a new EHR system?
Is there a reason the office names differ between the EHR and the public-facing website?
Data Issues
Not all appointment types that 10X offered could be surfaced - meaning showing the type of appointment
The EHR only stores appointment times in Eastern Standard Time
EHR appointments status' are complex and not fit to be shown to patients
Cross-Functional Resolutions:
EHR Will Change to Fit Patient Needs
Luckily for our project, there will be no large restructuring or migration in the near future. Clinical will however tweak appointment types - so that we can show them accurately to patients. In addition, marketing and clinical will align on the names of locations.
Data Resolutions
We can show the user the appropriate timezone by using their device settings. We simplified and agreed upon patient facing appointment statuses, leaving out cancelled and rescheduled appointments for future versions.
Architechting a Secure Central Hub for the Patient Appointment Journey
With the goal of improving the patient experience within data constraints, I evaluated what we could provide the patient within the patient section. It became a central hub for users to access all things they needed for their appointments, including pre-appointment details, telehealth links, addresses and integration with maps and more.
01 Appointment Instructions
Partnering with clinical, legal & marketing, we create a list of pre-appointment visit instructions.
02 Appointment Summaries
Patients can view and download appointment summaries from their appointment history.
03 Maps Integration
Patients can tap the address for upcoming in-person visits to open directions in their native maps app on mobile, or in a new browser tab on desktop.
04 Telehealth Integration
With appointment links available through the API, we surfaced them directly within the portal for easy patient access.
A Modular Foundation for the Patient Portal
The UI updated the scaling design system, leveraging a "tile' layout that is fluid and responsive. This laid a groundwork for upcoming features in the new custom portal.
Upcoming & Completed Appointments List
Upcoming Appointment Details
Completed Appointment Details
Conclusion
This project became an important exercise in cross-functional alignment at 10X Health, helping teams better understand what exists within our data and how it can be used to create a stronger patient experience. The collaboration improved working conditions for the tech team within a clinically driven environment and helped bridge knowledge gaps on both sides, laying the groundwork for more effective collaboration on future initiatives.