AVEANNA HEALTHCARE
Bringing Healthcare to the Modern Age
PROJECT OVERVIEW
As the Lead UX Designer, I spearheaded the complete redesign and launch of Aveanna Healthcare's mobile application with the goal of improving patient engagement and simplifying access to essential healthcare services for providers. Collaborating closely with cross-functional teams, I focused on creating an intuitive user experience that addresses the unique needs of patients and caregivers, ultimately contributing to better health outcomes and increased user satisfaction.
DISCOVERY PHASE
Understanding the Context
About Aveanna Healthcare:
Aveanna Healthcare is a leading provider of pediatric and adult home care services. They offer a range of services, including skilled nursing, therapy, and medical solutions for patients in need of in-home care.
Project Initiation:
Aveanna recognized that their caregivers were burdened with outdated, paper-based processes. Caregivers carried boxes of patient documents and used fax machines to log billable hours and submit patient data. This method was inefficient, prone to errors, and posed security risks. The organization sought to explore digital solutions to streamline operations, improve data accuracy, and enhance caregiver and patient experiences.
Objectives of the Discovery Phase
Assess Current Processes: Understand the challenges and limitations of the existing paper-based system.
Identify User Needs: Gather insights from caregivers about their workflows and pain points.
Explore Digital Opportunities: Determine the feasibility and requirements for developing a mobile app to modernize operations.
Align Business Goals: Ensure that any proposed solution supports Aveanna's objectives of improving efficiency, compliance, and caregiver satisfaction.
RESEARCH METHODOLOGIES
Stakeholder Interviews
Participants: Conducted interviews with executives, operations managers, and IT personnel.
Goals:
Understand organizational challenges with the current system.
Gather insights on compliance requirements and data security concerns.
Identify business objectives and success criteria for a new solution.
KEY FINDINGS
Fragmented Communication
Complex scheduling and inconsistent communication channels caused delays and miscommunication.
DESIGN & PROTOTYPING
Information Architecture (IA)
Designed a clear and intuitive IA for both the mobile app and web portal, ensuring seamless navigation and easy access to critical information
KEY FEATURES & FUNCTIONALITY
Mobile App
(for Caregivers)
Digital Timesheets: Simplified time tracking with GPS-based check-in/check-out.
Appointment Management: Clear view of upcoming appointments, patient details, and route optimization.
Secure Messaging: Direct communication with office staff and authorized family members.
Patient Information: Secure access to patient care plans, medications, allergies, and notes.
Task Management: Digital task lists with reminders and progress tracking.
Web Portal
(for Office Staff)
Centralized Scheduling: Real-time view of caregiver availability and patient needs.
Automated Scheduling Tools: Drag-and-drop scheduling, automated matching, and conflict detection.
Caregiver Management: Comprehensive caregiver profiles with skills and certifications.
Patient Management: Detailed patient records and care plans.
Reporting & Analytics: Generate reports on key performance indicators (KPIs).
Caregiver Surveys
Participants: Distributed surveys to over 200 caregivers across different regions.
Key Questions:
What are the biggest challenges you face with the current paper-based system?
How do these challenges impact your daily workflow and patient care?
What features would you value in a digital solution?
Paper-Based Inefficiency
Manual documentation led to errors, lost information, and slow processing.
Wireframing:
Created low-fidelity wireframes to map out the core functionality and user flows for key features.
Caregiver Burden
Cumbersome administrative tasks contributed to caregiver burnout and reduced focus on patient care.
Mockups:
Developed high-fidelity mockups to visualize the user interface, visual design, and interaction patterns
Field Observations
Activities:
Shadowed caregivers during their daily routines to observe workflows firsthand.
Noted the steps involved in documenting patient care and submitting billable hours.
Objectives:
Identify inefficiencies and bottlenecks in the current process.
Understand the environmental context in which caregivers operate.
Lack of Real-Time VisibilityActivities:
Limited access to real-time data hindered proactive decision-making and resource allocation.
IMPACT & RESULTS
Increased Efficiency
40% Reduction in Scheduling Time: Automation and real-time data access significantly reduced scheduling efforts.
Improved Communication:
Enhanced Coordination: Secure messaging facilitated seamless communication between caregivers and office staff.
Usability Testing:
Conducted iterative usability testing with real users on interactive prototypes to identify and resolve usability issues.
Enhanced
Patient Care:
Improved Access to Information: Easy access to patient data enabled more informed and personalized care.
Increased Caregiver Satisfaction:
Reduced Administrative Burden: Simplified tasks and streamlined workflows alleviated caregiver frustration.
Lessons learned:
This project reinforced the importance of:
Prioritizing User Needs: Understanding the unique needs of caregivers and office staff is critical for creating effective tools.
Iterative Design: Usability testing and feedback loops are essential for refining the design and ensuring user satisfaction.
Accessibility: Designing for accessibility is paramount for ensuring inclusivity and usability for all users.
CONCLUSION
This project provided me with valuable experience in designing for complex workflows, collaborating with a development team, and conducting user research. By leveraging a user-centered design approach, I helped Aveanna Healthcare transform its operations, improve patient care, and empower its caregivers.
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