Virtual Scribe Services

Category
#healthcare
Client
Columbia River MHS
Year
2021

Overview

Physicians are often busy notetaking while seeing patients. While crucial, it often detracts the physician from connecting with the patient and being present during examination. By passing off the laborious job of taking notes to a scribe, Virtual Scribe Services may be able to free the physician up to provide the best possible patient care.

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UX Research

Artifacts
Method #1

Topic Map

#1

Our team employed the diagramming process to explore the topic of health. Concepts within a broad subject matter branch off and diverge into further segmented categories. Once the brainstorming was visualized the team agreed on areas of focus.
Method #2

User Interviews

#2

A series of screener surveys first helped us narrow down recruits for interviews. Our team then interviewed 6 people from varying backgrounds and age ranges of 20-60+ years. Although they came from different walks of life many of them expressed similar attitudes when it came to their health and fitness.
Method #3

Affinity Mapping

#3

Leveraging the process called affinity mapping we began to synthesize the data gathered from interviews. Each data point is a user action, behavior and even emotion. Once recorded, our UX team began forming similar groupings. This allowed us to find relationships and insights.

UI Design

Virtual Scribe Services changes description

Type #1

Print Media & Photo Editing

#1

From mood boards to patient forms, I have experience with a wide range of a company’s external facing print media. Tweaking a photo is often necessary to make sure we have the perfect image!
Type #2

Digital Presentations

#2

Thoughtful digital presentations are always needed. Whether presenting a fashion line’s latest collection to buyers or detailing the product development process to stakeholders it should always be visually pleasing.
Type #3

Responsive Desktop & Mobile

#3

These days an online presence is key to any business, big or small. With good UI Design, a company can make sure it has a clean, modern interface where customers can go.

UX Research

Artifacts
Method #1

Market Analysis

#1

A Competitive feature analysis chart determined what other businesses in the same market space are offering users. A Comparative feature analysis mapped out businesses that use the same model but are different in scope. With these visuals our team prioritized what to include in our product.
Method #2

User Interviews

#2

Our team conducted 7 interviews about gift giving and receiving. This included the user’s experience as well as their pain points during searching, planning and executing. The purpose of the interviews was to gather data and understand the user’s mental model while looking for presents for their loved ones.
Method #3

Affinity Mapping

#3

Leveraging the process called affinity mapping we began to synthesize the data gathered from interviews. Each data point is a user action, behavior and even emotion. Once recorded, our UX team began forming similar groupings. This allowed us to find relationships and insights.

UX Research

Artifacts
Method #1

Market Analysis

#1

A Competitive feature analysis chart determined what other businesses in the same market space are offering users. A Comparative feature analysis mapped out businesses that use the same model but are different in scope. With these visuals our team prioritized what to include in our product.
Method #2

User Interviews

#2

We interviewed physicians and front desk personnel working in a clinical setting. Additionally, we interviewed scribes and managers that would be providing the service of notetaking from the back end. With the physician as our key client user, it was crucial to understand the flow through of a patient visit and the details of notetaking, EMR’s and patient interactions.
Method #3

Affinity Mapping

#3

Leveraging the process called affinity mapping we began to synthesize the data gathered from interviews. Each data point is a user action, behavior and even emotion. Once recorded, our UX team began forming similar groupings. This allowed us to find relationships and insights.

UX Research

Artifacts
Method #1

Heuristics

#1

Our team determined the usability of the existing Artivore site through a series of 10 recognized evaluators. By auditing the interface we had gleaned opportunities for redesign. There were huge challenges, minor fixes and components that worked well.
Method #2

Competitive Matrix

#2

Evaluating Artivore's place in the market. This grid illustrates how businesses relate on a scale of content access, from paid to free access. It also gauges to what degree they offer food and event related content.
Method #3

Affinity Mapping

#3

Leveraging the process called affinity mapping we began to synthesize the data gathered from interviews. Each data point is a user action, behavior and even emotion. Once recorded, our UX team began forming similar groupings. This allowed us to find relationships and insights.
I don't like taking notes during the appointment. It doesn't allow me to be present. It is the patient's time.

Persona

Meet Dr. Alex Rodrigues Gupta. He likes to take his time and synthesize notes in a private setting after each patient session. As he recently finished his residency, Alex doesn't feel fast enough yet. He prefers to do notes himself unless he trusts his assistants to aid.

Goals

-Wants to be present with his patients

-Feels notetaking detracts from patient care

Needs

-Likes notes being flagged for any corrections/observations

-Doesn't like to parse through the whole thing

Frustrations

-Hates being limited by the EMR at his clinic

-Ends up filling up the free text boxes with notes

-Does not like click boxes of conditions on EMR

Physician, Internal Medicine

34 years old

Phoenix, AZ

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User Journey

Join Dr. Alex Rodrigues Gupta during a typical patient appointment. Check-in, intake and finishing patients notes post session to close out the EMR (electronic medical record) all factor into his day.

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Patient Add

  • End of day patient add front desk did not schedule.
  • Rushes to fill in patient information himself.
  • EMR won’t let him start session until finished.

Ignores Knock

  • Respects patient's time. Will ignore distractions.
  • No interruptions, especially during initial sessions.
  • Wants to be present for patient care.

No Assistance

  • End of day and on his own. Both easier and harder.
  • Normally Medical Assistant does check-in/initial intake.
  • Has to do full note on own. Does not need to check someone's work.

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Translator

  • Patient has caregiver translating.
  • Notetaking much harder.

Home Work

  • Can’t finish patient notes and close EMR after session.
  • Logs in his planner that he has to do it at home.
  • Patient notes and EMR must be completed for billing.

‍

User Journey

Join Dr. Alex Rodrigues Gupta during a typical patient appointment. Check-in, intake and finishing patients notes post session to close out the EMR (electronic medical record) all factor into his day.

‍

‍

‍

Patient Add

  • End of day patient add front desk did not schedule.
  • Rushes to fill in patient information himself.
  • EMR won’t let him start session until finished.

Ignores Knock

  • Respects patient's time. Will ignore distractions.
  • No interruptions, especially during initial sessions.
  • Wants to be present for patient care.

No Assistance

  • End of day and on his own. Both easier and harder.
  • Normally Medical Assistant does check-in/initial intake.
  • Has to do full note on own. Does not need to check someone's work.

‍

Translator

  • Patient has caregiver translating.
  • Notetaking much harder.
User Journey

Join Dr. Alex Rodrigues Gupta during a typical patient appointment. Check-in, intake and finishing patients notes post session to close out the EMR (electronic medical record) all factor into his day.

‍

‍

‍

Patient Add

  • End of day patient add front desk did not schedule.
  • Rushes to fill in patient information himself.
  • EMR won’t let him start session until finished.

Ignores Knock

  • Respects patient's time. Will ignore distractions.
  • No interruptions, especially during initial sessions.
  • Wants to be present for patient care.

No Assistance

  • End of day and on his own. Both easier and harder.
  • Normally Medical Assistant does check-in/initial intake.
  • Has to do full note on own. Does not need to check someone's work.

‍

Translator

  • Patient has caregiver translating.
  • Notetaking much harder.
User Journey

Join Dr. Alex Rodrigues Gupta during a typical patient appointment. Check-in, intake and finishing patients notes post session to close out the EMR (electronic medical record) all factor into his day.

‍

‍

‍

Patient Add

  • End of day patient add front desk did not schedule.
  • Rushes to fill in patient information himself.
  • EMR won’t let him start session until finished.

Ignores Knock

  • Respects patient's time. Will ignore distractions.
  • No interruptions, especially during initial sessions.
  • Wants to be present for patient care.

No Assistance

  • End of day and on his own. Both easier and harder.
  • Normally Medical Assistant does check-in/initial intake.
  • Has to do full note on own. Does not need to check someone's work.

‍

Translator

  • Patient has caregiver translating.
  • Notetaking much harder.
User Journey

Join Dr. Alex Rodrigues Gupta during a typical patient appointment. Check-in, intake and finishing patients notes post session to close out the EMR (electronic medical record) all factor into his day.

‍

‍

‍

Patient Add

  • End of day patient add front desk did not schedule.
  • Rushes to fill in patient information himself.
  • EMR won’t let him start session until finished.

Ignores Knock

  • Respects patient's time. Will ignore distractions.
  • No interruptions, especially during initial sessions.
  • Wants to be present for patient care.

No Assistance

  • End of day and on his own. Both easier and harder.
  • Normally Medical Assistant does check-in/initial intake.
  • Has to do full note on own. Does not need to check someone's work.

‍

Translator

  • Patient has caregiver translating.
  • Notetaking much harder.

Home Work

  • Can’t finish patient notes and close EMR after session.
  • Logs in his planner that he has to do it at home.
  • Patient notes and EMR must be completed for billing.

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How might we build trust between physicians and scribes to handoff the process of notetaking so that physicians can immerse themselves in patient care?
Revised Problem Statement
How might we build trust between physicians and scribes to handoff the process of notetaking so that physicians can immerse themselves in patient care?
Revised Problem Statement
UX Design and Development
Generative user research forms the basis of our design. Iterative agile development based on user feedback ultimately creates the best product.
Artifacts
1
Insights to Features

Our user research led the team to key takeaways. These formed the purpose and reasoning behind the features we would design into our product.

2
Moscow Map

A four quadrant system that prioritizes features for project management and development strategy. Creating the grid are two axes ranging from features that are low to high effort and either essential or nice to have.

3
Design Studio

Putting pen to paper we generated, combined and edited in rounds. Timed sketch and feedback sessions allowed our team of designers to quickly output low fidelity drawings.

4
User Testing

User testing is the basis of Agile product development. Designers successively build and iterate a better product in sprints with real user feedback.

UX Design and Development
Generative user research forms the basis of our design. Iterative agile development based on user feedback ultimately creates the best product.
Artifacts
1
Insights to Features

Our user research led the team to key takeaways. These formed the purpose and reasoning behind the features we would design into our product.

2
Brand Alliance

Our team was sure to establish product principles we wanted to uphold during development. Similarly we researched other brands in order to form partnerships that potentially aligned with our business goals.

3
User Testing

User testing is the basis of Agile product development. Designers successively build and iterate a better product in sprints with real user feedback.

4
Key Performance Indicators (KPI)

The Google HEART framework is used to help focus on specific aspects of user experience we want to monitor. By identifying concrete goals and user experience metrics our potential partners and investors have a way to gauge performance as time progresses.

UX Design and Development
Generative user research forms the basis of our design. Iterative agile development based on user feedback ultimately creates the best product.
Artifacts
1
Moscow Map

A four quadrant system that prioritizes features for project management and development strategy. Creating the grid are two axes ranging from features that are low to high effort and either essential or nice to have.

2
Task Flows

Flow charts illustrate the progression of a task and the multiple paths a user travels through. A yes or a no branches off towards the next step in these graphic diagrams.

3
User Testing

User testing is the basis of Agile product development. Designers successively build and iterate a better product in sprints with real user feedback.

4
Site Development Architecture

A site map presents the hierarchical organization of information on a platform. The information architecture allowed us to segment the redesign and attack it in stages.

UX Design and Development
Generative user research forms the basis of our design. Iterative agile development based on user feedback ultimately creates the best product.
Artifacts
1
Insights to Features

Our research led the team to key takeaways. These formed the purpose and reasoning behind the features we would design into our product.

2
Task Flows

User workflow charts detail the progression of each type of user. Associated MVP feature sets illustrate the flow of service through the product’s channels.

3
User Testing

User testing is the basis of Agile product development. Designers successively build and iterate a better product in sprints with real user feedback.

4
Implementation Plan

Being an MVP, our team tailored the workflow and product functionality to suit the needs of our first kick-off client.

www.virtualscribeservices.com

High-Fidelity Web Application

High-Fidelity Windows Desktop

www.virtualscribeservices.com

www.virtualscribeservices.com

High-Fidelity Mobile

High-Fidelity Desktop

Prototypes

High-Fidelity Desktop

www.virtualscribeservices.com

High-Fidelity Desktop

High-Fidelity Mobile

Recommended Next Steps

Providing more food related icons or imagery in meal sharing section could help boast the usability score even further.

Taking a look at our last usability test a more appropriate "fitness" icon would be in order. To ease screen transitions, the total body section needs an icon that cannot be confused as a profile account.

Flushing out the trending section to expand the user's community circle.

We look forward to providing further ways to motivate users in the fitness area. With more development time we would help users find common workouts appropriate to their circle's varying health goals and conditions.

Having goal success metrics specific to health conditions would require extensively building out user input forms.

Run further usability testing on high-fidelity prototype to make sure its ready for launch.

Once launched, performance metrics will provide the information we need to go into developing the next iteration of the site.

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As more people engage with the platform, the functionality of the site will be refined in order to give more tailored content for users.

Incorporate shipping company API's so users of the site can more easily track their orders.

Consider database integration of our recommended local stores for users.

Before Launch

Continue conducting usability tests. This would include desktop v2, the mobile version and Food for Thought section. Include questions to test for post-processing.

Implementation

Implement features and changes right away through CMS platform. Implement redesign without CMS limitations going into further high-fidelity versions.

After Launch

Continue surveying active user base habits. Provide more incentives by partnering with art and eatery brands to increase engagement and bring in new users. Consider cross-platform integration for previewing itineraries and post-processing.

Reconfigure audio capture with development team to use smaller file format. Current WAV files are huge and causing disruptions in the interface and overall computer system.

Make sure audio capture hardware is of optimal quality and at appropriate distance and positioning. Patient and physician’s voice must be recorded in entirety for scribe to begin service.

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Immediately implement on-site user testing with kick-off client. Real time user feedback is invaluable to get MVP interface ironed out.

Continue market research to ensure Virtual Scribe Services is competitive in its offerings against other rival products. Synthesize research to develop features in upcoming third agile sprint.

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Begin second agile sprint and develop productivity and trust building product features. These will nurture the key intimate relationship between physician and scribe.

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