Problem Statement

eClinicalTouch is a clinical solution for documenting patient visits. This product needed to be redesigned with safety and usability at the forefront. The initial designs did not prioritize these critical qualities, which led to downstream effects including an increased development cost to make these updates and the potential for risks related to patient safety. The eClinicalTouch redesign project will engage a usability expert to analyze the first working prototype (based on feature parity with previous versions) by conducting a heuristic evaluation and subsequent user research. Early stage involvement by the usability expert will lead to an improved user experience in the final redesign.

Process

Heuristic Evaluation

• Uncovered over 300 items of concern based on NN/g 10 Usability Heuristics for User Interface Design, internal company design guidelines, and clinical usability guidance

• Developed a strategy to document, prioritize, and share all items

• Coordinated product management, development, and design teams to tackle the outstanding items

Survey

• Created and tested a survey for our known user group

• Recruited participants

• Analyzed results and identified specific steps to take to improve the overall user experience

• Presented results to development and product management teams as well as C-suite executives and oversight committees with a vested interest in the success of the product

Participatory Design

• Interviewed current users to understand general pain points

• Worked through design ideas with expert users and presented their feedback to development and product management teams