EHR Configuration
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Overview
Amwell provides on-demand and scheduled tele-psychiatry and urgent care services for clients. As a UX/UI designer, I was tasked with designing an experience that will allow Administrative users to quickly configure an Electronic Health Record for each client. Previous research done, found that the Legacy Admin Amwell experience was too complex and hard to understand with long vertical scrolling. As well as, configuration of EHR’s was completed by two separate development teams. Because of this, we needed this configuration to be elevated in the Administrative UI to scale as an organization.
Problem Statement
How might we design a new EHR Configuration feature that allows Admin users to configure in a way that doesn't overwhelm them, limit error, and allow users to efficiently set up an EHR?
Solution
Create a streamlined step by step experience that allows the user to understand every step with tooltips, review, edit, and save.
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Primary Research
I created a one page research plan that summarized how I intended to learn about user needs and pain points. I then created user surveys to screen my potential participants, and lastly interviewed 2 Administrative Technical Services Users with the help of our in house UX Researcher. The key takeaways from user interviews are that the Auth Service configuration is the foundation of EHR configuration. Meaning that after choosing an EHR Type, it is the most important configuration to set up an EHR. More understanding surrounding input values and whether the input fields should be mandatory or not. As well as, the main 3 EHR's are SMART, CERNER, and EPIC, but the options can expand in the future.
UX Audit
I conducted a brief UX Audit to provide qualitative recommendations on the previous legacy experience using Nielsen’s heuristics. Some key recommendations were:
- to provide better error prevention
- better prioritization of key elements and features
- Clearer and continuous communication of system status.
Almost all recommendations were given due to the the layout being designed with no extra features to prioritize understanding, recognition and memory, and error prevention.
Target Audiences
Administrative Users
Struggle to:
quickly configure EHR's
Because:
the legacy interface isn't easily understandable and includes long vertical scrolling with content that isn't well organized.
Instead:
Create an easily understandable interface that allows the user to navigate quickly, understand their task, and assists them with a complex workflow.
User Flow
Making a User Flow was essential to designing the best EHR Paths for Administrative users.
Low Fidelity Wireframes
Low fidelity wireframes were essential to clarifying requirements and presenting ideas to Stake Holders. This process allowed me to narrow down solutions before moving on to high fidelity.
High Fidelity Designs
Using Amwell's Design System I created High Fidelity designs with added annotations to help with handoff and development.
Usability Testing
Based on a jobs-to-be-done approach, in which a user would configure a EHR Configuration I developed a prototype for usability testing. I changed the data to match more recognizable information and with the help of the in house UX Researcher conducted usabilty studies. I then analyzed the test results, identified users’ pain points and frictions while using the app, and visualized them on a whiteboard. After synthesizing the data I reworked the UI based off of the feedback and finalized the UI.
