Designing a B2B auditing dashboard for healthcare operators

Sentara is an integrated, not-for-profit health care delivery system with more than 29,000 employees (including 1,375 physicians and advanced practice providers), 12 hospitals in Virginia and Northeastern North Carolina and the Sentara Health Plans division which serves over 900,000 members.

Role

Lead UX Designer

Team

2 Designers
Creative Director
VP of Digital Delivery(PM)
Development Team
Sentara Initiative Owner

Contribution

Project Planning
Facilitate Discovery
Research & Analysis
Product Strategy
Prototyping (Lo-Fi & Hi-Fi)
Documentation

Tools

Figma
Sketch
Jira
Confluence

Duration

5 Months

Background

Sentara has 12 hospitals and 1375+ providers in their network. In order to provide best service to their users, they want an integrated network directory for Sentara Healthcare delivery experts to maintain a single source of truth for all Provider and Hospital information. Currently, Practices (Hospitals) maintain this information independent of Sentara's network.

Objective

Design an integrated network directory for A near real-time, single source of truth for provider data, associated networks and specialties

The Solution

After 21 Design Iterations, multiple design review sessions and 2 feasibility tests...
*Designs above are in Greyscale and void of Logo/Official icons to protect against Brand Protection Clause
*Designs above are in Greyscale and void of Logo/Official icons to protect against Brand Protection Clause
*Designs above are in Greyscale and void of Logo/Official icons to protect against Brand Protection Clause
*Designs above are in Greyscale and void of Logo/Official icons to protect against Brand Protection Clause
How did we get here...

Initial Understanding

Providers and Practice Managers shared practice and compliance information using Lo-Tech methods such as calling, emailing and maintained information in spreadsheets or other clinic/hospital specific tools.
Sentara Wanted a Single source of Truth for all Provider and Practice manager in network and hence wanted an Integrated Network Directory to hold all information.

Design focus

Discovery Plan

Research

Five Workshops later...

I learnt that although Providers and Practice managers are important in our solution,
‍Sentara Quality Care Network (SQCN) Operators, would have the highest impact.

Two additional workshops later...Understood that SQCN Operators are network administrators and are integral for performing...
Also, a key piece of information found was...
0
Timely Audits in 5 Years
35%
Audit Errors / Cycle
According to Sentara stakeholders, these stats were the primary reason for building the Integrated Network Directory

Why SQCN Operators are Important

Providers only update profiles to maintain Sentara’s compliance policies

Expanding
Design Focus

Designing for Client satisfaction is one of the most important principle of Photon Infotech.
Hence, I believed with new information in, proceeding to design just an integrated network directory would not have much impact for Sentara.

I gathered all my data and understandings from research and presented the information to the Vice precedent of product delivery and Client Account Manager to get approval to expand scope for Design.
After Stakeholder discussions, received Approval to proceed with solution design for the expanded scope
Problem
How might SQCN Operators conduct quarterly audits of providers without disrupting day to day duties of providers?

Our Users

Primary KPIs

  • Reduce time spent on manual onboarding of Users 
  • Reducing redundant user contact
  • Automatically manage and overview users progress
  • Reduce time spent on auditing, reviewing and approving the provider's profile
  • Reduced time spent in probation
  • Reduce probation backlog
  • Increased audit efficiency
  • Timely Updating of Provider List
  • Reduced time validating regulatory requirements

Primary Features

Competitive Analysis

App Definition

A service and data management tool for busy agents, managers and providers who need a friction-free way to curate and validate the information the system requires of them to process.

Information Architecture

The Solution

After 21 Design Iterations, multiple design review sessions and 2 feasibility tests...
*Designs above are in Greyscale and void of Logo/Official icons to protect against Brand Protection Clause
*Designs above are in Greyscale and void of Logo/Official icons to protect against Brand Protection Clause
*Designs above are in Greyscale and void of Logo/Official icons to protect against Brand Protection Clause
*Designs above are in Greyscale and void of Logo/Official icons to protect against Brand Protection Clause

Impact

  • The auditing process became more effective, as operators were able to view and analyze provider information more easily and efficiently, leading to improved auditing outcomes by eliminating audit errors leading to timely audits.
  • Decision to automate eliminates 80% workload for SQCN operators during an audit
  • Designed to be scalable, Network directory database can be used across Sentara platform
For Photon,
Improved Photon-Sentara relationship trust, hence increasing engagement period and increasing revenue for Photon.
50%↓
Audit time
0
Audit Delays
35%↑
Audit Efficiency
$75M
in Revenue

Key Takeaways

  • During workshop, people spoke of a user scenario, difficulty, etc. but did not participate in the activity. Making sure this information was not lost was vital to the outcome
  • Sometimes Stakeholders of all levels patriate in product development, understanding whose input to prioritize and whose input to disregard can greatly impact desired outcome.
  • Designing independent of UI library can help future scalability and also helps focus on primary tasks for users

Project Presentation

Please have a look at the presentation below to view case study
View Presentation
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