Brief
Design a portal to help pharmacists conduct remote consultations with members to review medication and suggest discussion topics with doctors to facilitate care and improve health outcomes
Impact
We were able to boost average productivity by 30%; each pharmacist is now completing over 20 consultations per day.
The new portal includes several interaction improvements build around a strong user centered foundation that aligns with the Pharmacists' workflow. This new system is replacing 4 out of 7 previous systems, dramatically reducing the need to jump between screens and allows for focused sessions where Pharmacists can attend to the needs of their patients.
Motivations
The number of members eligible for this service has been increasing with the aging US population and Humana wanted to improve the efficiency of the process without compromising the excellent patient first approach followed.
Pharmacists were only able to complete an average of 15.5 consultations per day which meant long waiting times for members.
About the project
Humana's patient focused consultation service for members has yielded positive health outcomes and is especially helpful for older members with severe medical complications.
Pharmacists have a phone consult with members or caregivers to review current medication, providing a transcript that can be brought to doctors offices for further discussion. This project was commissioned to create a new portal for pharmacists to prepare for and complete the consultation.
Discovery
We conducted stakeholder interviews and walkthroughs of the current systems to understand the business needs, regulation and compliance requirements that were being supported and found that was distributed across 7 different systems for accessing secure data, referencing operational protocol, documentation and managing process.
Workflow
We studied the pharmacists workflow and quickly realized the distinct work pieces (review details before the call, confirm & consult during the call and document & update after the call) that were undertaken for each consultation. This allowed us to call out painpoints (like constant application switching, lack of calculation support, etc.) and recommendations as seen in this Journey Map. This was supplied to the product owner to update the requirements.
User Interviews
We then engaged with the end user to learn about their needs and expectations. User interviews helped us understand how Pharmacists were focused on review and consultation and the objectives of the conversation to check and update Humana's picture of the patient's current medication profile. The Pharmacists are able to suggest topics of discussion with doctors during follow-up appointments.
Design guidelines
We were also provided with access to Humana's design guidelines that were followed to create design concepts and final deliverables.
Visual Design Concepts
A hi-fidelity prototype that matched the Humana brand and design guidelines was created as a platform for running usability tests and updates were made based upon the findings.
Sketching
This was to be a new portal and we wanted to have it replace as many of the sub-systems in current use as possible. Concept creation started with sketching and idea generation to determine the IA and high-level layout to accommodate business needs while aligning with Pharmacist workflow.
Wireframes
We produced wireframes using Axure as the client required, this allowed for wireframes to run as prototypes with annotations appearing as comment like pop-ups.
