My role in this engagement was :
Conduct research to understand challenges with the existing application and workflow challenges
Review existing application
Recommend new workflow and design to meet the needs of the Pharmacy consultant
3. Goal for the exercise
Talk to the key stakeholder in the organization to understand :
• Business
• Users and their workflows
• Business Challenges
• Pinpoints with the existing Application
• Review Existing application and articulate user experience, usability issues
• Propose an alternate workflow for one of the key workflow of the application
• Suggested wireframe sketches for the proposed workflow
6. YOUR & YOUR EMPLOYEES BIGGEST PINPOINTS
As gathered from various interviews & reviewing the application
7. Golden Living Stakeholders
• We spend huge amount of time and money in training our consultants, even after that they aren’t able to use the
application effectively” ( Jason)
• On an average Golden Living spends 3 full days per consultat
• Our consultants are not able to make effective recommendations ( Jason)
• As a business leader I am not able to show value( $ Savings) effectively to our clients.
• Although this application is used by only 40 people in the organization it generates more IT support tickets than any
other application used by Golden Living ( Mike)
• The workflow of the application is too complex, and our consultants don’t understand the workflow clearly
• It takes
• “Our UI is not at all intuitive”
Excerpts from the interviews
8. Key Business Challenges with respect toApios
• Time taken to complete a recommendation is very high : impacting
efficiency of the consultants on the ground
• Managers unable to show value to the customers : Reports generated by
the application is misleading
• Very high training time
• Very high volume of IT support tickets
10. Business Challenges vs UX Goals
Business Challenges Usability Goals
It takes too much time to complete a task for the
consultant : Efficiency
• Design new workflow to reduce number of
clicks, and task completion time.
• Increase efficiency by 50%
Very High training time • Application should be designed in such a
way that it provides necessary assistance to
the users, and minimize in person training
time : Goal reduce training time by 20%
Unable to show business value to clients • Optimized workflow for business leaders and
managers
• More control on report generation
12. User Profiles
• Pharmacy Consultant
• Age group 35-50
• Highly educated, and proficient with computer
• Regularly uses web applications for other day to day work ( emails, booking reservations, buying online etc)
• Key Task
• Assigned 10 facilities mostly in one region/state. Each facility has 100 patients in an average
• Mandate is to review all the patients in each facility every month. i.e. in an average 50 patients a day
• Key Task in Apios
• Select Facility > Search for a patient > Make recommendation, suggest Medication > Move to next patient>
• Generate report for the facility
• Management Team
• Age group 35-50
• Highly educated, and proficient with computer
• Regularly uses web applications for other day to day work ( emails, booking reservations, buying online etc)
• Key Task
• Review the status of the recommendations of the direct reports
• Generate reports as and when necessary for clients and business stakeholders
• Key Task in Apios
• Review recommendation status
• Generate report
14. Existing UI Evaluation : Selecting a Facility
1
2
3
1.The tab based navigation,
doesn’t match the workflow of
the consultant.
The multi modal navigation is
only helpful when user needs
to frequently jump around
between two different sets of
task or information
The workflow of a Pharmacy
consultant is very linear, and
the navigation model needs to
support that task flow
2. Why do we need a search
when in reality a Pharmacy
consultant is assigned 10-15
facilities?
The search here is
unnecessarily adding load to
the system, making it slow.
Increasing the number of
clicks for the consultant to find
a facility
3. Display ONLY the list of
Facilities that are relevant to
the consultant
15. Existing UI Evaluation : Selecting/Searching a Patient
1
2
1& 2. Just to go to patient list
user needs to :
1. Select the checkbox (1
click)
2. Click on the patient Drop
down ( 2 click)
3. Click on patient search ( 3
click)
Note : User can also directly
click on Facility code and go to
the first patient in that facility
( sorted in alphabetical order)
But that doesn’t serve any
purpose. Because the
Printed Census that the
consultant receives in the
facility doesn’t match that
order. So this navigation is
meaningless
3
16. Existing UI Evaluation : Suggestions 1
2
1. Remove the Top
Navigation. This is not
needed for the consultant.
Design a sequential
( modal) navigation that
matches the workflow of
the consultant
2. Remove search Facility
function from the
Pharmacy Consultant’s
view.
3. Show only the facilities
assigned to the consultant
4. The entire pagination can
be removed
3
4
17. Existing UI Evaluation : Patient Recommendation 1
2
1. Information duplicated in
multiple places. Lot of real-
estate wasted. Resulting in
scroll
2. This grid is filled with
irrelevant information
which can be easily
removed
3. Quite a few of these
buttons can also be
removed
4. This page is cluttered with
too much information
5. Key information “Order
Grid” that is needed by
the pharmacist to make a
recommendation is hidden
below the scroll.
6. The user have to scroll at
least 2-3 times to review
order grid and then make a
recommendation for a
patient3
4
18. 1. Order Grid is the most
critical information that the
Pharmacy consultant
needs to make a
recommendation. However
this is placed below the
fold.
2. Which means a consultant
needs to scroll down to
review the order grid and
scroll up again to review
the recommendations
before making any new
recommendation.
19. Existing UI Evaluation : Patient Recommendation : Suggestion1
2
1. Remove unnecessary
information from the page
and the grid.
2. Use maximum real estate
to display most critical
information
3. Reduce scroll by removing
irrelevant information
4. Redesign the
Recommendation grid with
clear segregation and
focus on key call to action
3
4
20. 1. The interaction here is very confusing.
2. The differentiation between For review,
and reviewed is not explicit.
3. What we understood from Jason is :
1. For review : is for auto generated
recommendations
2. Reviewed meas :
Recommendations reviewed but
doesn’t need to be submitted
3. Submitted: is for submit to doctors
4. This needs to be clearly communicated in
the UI
21. 1. According to Rick and
Jason no one uses this
dashboard as it doesn’t
help them in doing their
work faster.
2. The dashboard is not
categories as per priority
3. The links doesn’t directly
take them to the list of
patients under high risk. It
only allows them to view a
list.
22. Log In
Land on Last
visited Facility
Continue with
Last visited
Facility
Select
Another
Facility
Search Patient
Make
Recommendati
on
Select a new
Facility
Workflow Model to be explored : Option1
25. Design Consideration
The New work flow is designed with following
considerations :
1. The interface should match ( as much as possible) the actual
workflow of the consultants on the ground
2. The interface should aid/assists the consultants to complete his
immediate tasks while they are in a facility
3. The interface should provide what they need and only when they
need it ( just in time information).
4. Reduce unnecessary clutter from the screen and allow consultants
to focus on the task
26. Log In
Land on Last
visited Facility
Continue with
Last visited
Facility
Select
Another
Facility
Search Patient
Make
Recommendati
on
Select a new
Facility
Recommended Workflow :
Axure wireframe : http://gb0r4c.axshare.com/
27. 2
1
3
4
• Role Based access to Facility List.
• Finding a facility is now just one click. This
would almost reduce the time by 80%
• All time access to your facilities. Switching
between facilities is also one click.
• Show the facility List only when you need it.
Hide by clicking on the arrow.
2 • All time access to your dashboard.
• A dashboard from where you can quickly jump
to taking action
3 • Patient Search Always available.
• Search by first name/Last name/ward number
and quickly jump to the patient.
• No need to go to another screen for search
4 • List of all patients in one page
• Patient summary allows you to quickly jump to
patients on high alert
Proposed Wireframes : Facility List + Patient List
Axurewireframe:http://gb0r4c.axshare.com/
28. 1
1
2
• Hide the Facility Tab once you are in a facility.
• To switch back to another facility just open the panel and
click on another facility. Simple!
• In the current application it may take you 10 minutes or 10
clicks.
2 • Patient summary Panel allows you to quickly jump to
patients who are on high alert, with just one click!
• Imagine doing this with the existing application? Can you ?
J
Pain points Resolved
Finding a facility is a pain You see only
what you
need.
Yes
I am not able to review patients who are
on high alert and quickly take action on
them first
Patient
Summary.
Yes
We should have an option to switch
between facilities
Facility List
Left
Navigation
Yes
Most efficient way to find a patient is by
searching by last name
Search
always
available
Yes
Proposed Wireframes : Facility List + Patient List (2)
29. Proposed Wireframes : Recommendations (2)
1
21
• No scroll in the recommendations page, still you have all
the information you need to make a decision!
• Fields optimized, without missing out key information
• Click on “Recommendation History” to view past
recommendation history
2 • Your order grid is always visible. The pain of scrolling up
and down multiple times is gone!
• Adding an order, Discontinuing an order, or sorting orders
by status is just a single click
3 • Search For a Patient, add a new patient, or view the
entire patient list without leaving the recommendation
page
3
Pain points Resolved
I have to scroll everywhere,
Recommendations page is unusable!
No Scrolls
now !Yes
A consultant needs to scroll almost 3-4
times to view the order grid. They need
to see it always
Order grid is
always
visible. Yes
Not sure why some of the fields in the
recommendation grid is there
Unwanted
fields
removed. Yes
Too many clicks to search another
patient once I am done
Stay on the
same page.
Yes
30. Proposed Wireframes : Recommendations (3)
1
1
• Information grouped to match the workflow
• Tabs organized based on task
• Information revealed as an when it’s needed without
crowding the screen with everything
2
3
Pain points Resolved
Too many clicks to make a
recommendation
Yes
Very confusing
interactions. Not sure why
some of these buttons or
grids exist
Tasks
grouped
matching
the
workflow.
Yes
2
3
31. Proposed Wireframes : Recommendations (3)
1
• Show /Hide Order Grid with a single click
• Add a new order
• Search for an order
• Easy access to sorting order in one click
• Click on the checkbox and then click on
discontinue button to move the
discontinued order.
Pain points Resolved
Consultants need to see
the Order grid always
It’s there
now! Yes
They should be able to
easily
• add an order
• Search for an order
• Discontinue an order
• Sort orders
All with one
click! Don’t
you think
it’s easier
now?
Yes
5
3
4
2
5
1
2
3
4
5
32. Proposed Wireframes : Dashboard
1
• Finally a Dashboard that’s useful to
consultants
• Yes now they can
• Directly click on patients on high
alert and go to the patient list
• Take immediate action on pending
recommendations
• One click access to all their
favorite reports from dashboard
• What else do you need?
Pain points Resolved
No one uses the dashboard. It’s
of no use the way it is now
What do
you think
now ! Yes
Can’t click on the patients on
high alert and go to the list
Now you
can
Yes
Lot of information in the
dashboard is unnecessary
Only
contains
information
that’s
relevant
Yes
1
33. Proposed Wireframes : Patient Focused Navigation
1
Pain points Resolved
Finding a Patient takes too many click Not it’s just a click Yes
Mostly consultants use Search functionality to go to a a patient Search is always with the
consultant
Yes
• Patient Search Always available across the application
• Patient List is just 1 click away
• Add a new Patient from anywhere
• Patient Demographic Data is highlighted
1
34. Proposed Wireframes : Reports
1
• Reports are now better organized
• Reports are revealed based on your role.
1
35. Proposed Wireframes : Outcome Screen Simplified (1)
1
• No one is actually clear on what to do and
how to go about outcome screen
• It took 30 minutes discussion between
Jason and Rick to figure out what each of
the buttons “Add New”, “Add Current”,
“Change Drug” Does.
• There is no reason why “Save” and
Confirm buttons exist.
• We didn’t get sufficient time to get into
every details of the outcome screen. But
we strongly feel that there is a huge
opportunity to simplify this screen where
currently most of the consultants struggle.
• NOTE :
• Our recommendation is based on our
limited understanding of the Outcome
screen. This may not be completely
correct. A deeper dive into the business
workflow will allow us to further simplify or
modify this screen in a way that helps the
consultant
1
36. Proposed Wireframes : Outcome Screen (2)
1
• Better organization of content
• Clear classification between read only,
auto populated content and interactive
elements on the screen
• Removal of confusing buttons from the
screen
1
2
3
2 • Meaningful grouping of interaction.
• Example : Discontinue Drug and
Add current drug is only applicable
to Current Dosage
• Similarly add new Drug and
Change drug is applicable to
Proposed dosage
3 • Reveal information as and when
necessary
37. THANK YOU
• Email : subhasish.karmakar@gmail.com
• LinkedIn : http://www.linkedin.com/in/subhasishkSubhasish Karmakar
Independent UX Consultant
Portfolio
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