The Journey
The Journey is a concept of a lightweight CRM system designed for health specialists at the Child Development Centre. It streamlines treatment plan tracking, ensures smooth onboarding for new staff, and facilitates knowledge transfer between specialists.
User research
I conducted qualitative research using remote observation and interviews to identify the pain points and challenges that specialists faced during the existing manual record-keeping process.
User quotes
“Assessment reports take up too much of my time”
“Writing emails with treatment plans and instructions for parents requires a lot of focus”
“I often forget to monitor the exercises’ progress”
“It’s a hassle to find and analyse past data”
“I don’t get enough feedback from my peers”
“It’s hard to review my teammate’s work without knowing their context”
Research findings
Routine tasks (like tracking progress, writing instructions and filling out assessment forms) take too long
The review process is inefficient and doesn't scale to a larger team
Automation and new healthcare workflow
With new CRM the healthcare workflow will look like this: the specialist creates a child’s health profile, the system suggests treatment plans based on existing knowledge base, sends treatment plans with instructions to parents, generates reports and helps with tracking.
Assessment screen
Specialists will have one simple page to fill out instead of different distributed paper forms and notes.
Reviewers will have a page to glance over the overall child’s conditions.
Specialists will be able to easily recall the overall child’s conditions.
Before having the new system specialists used Excel spreadsheets for every child, printed-out lists, notes, and weekly paper calendars to track exercise progress.
Exercises stats and tracking screen
Specialists will be able to easily track exercises.
Specialists will be able to effectively navigate through the stats.
Specialists will be able to effectively navigate through their notes.
Specialists will be able to easily update the exercise plan.
Results
In 2 months, the first version of The Journey was ready, with some functionality, thoughtful navigation, scalable structure and user-friendly interfaces. I created wireframes and screens and also a UI kit to support consistency and effectiveness. During usability testing sessions specialists were excited about using the new system.
The key factors for a successful start were: the prioritization of requirements, the iterative design process, collaboration with the developers and close contact with the owner.
Next steps
The project is still ongoing and there are many features and improvements that I would like to work on next. Some of them are:
Designing the internal knowledge base for this system
Implementing a notification system for reminders and feedback
I learned a lot from this project and I’m looking forward to seeing it grow and evolve. I’m grateful for the opportunity to work with such a passionate and dedicated team.
The expected business outcomes
Increased overall efficiency
Reduced costs for training new staff
Established streamlined processes