Re-optimizing in-room patient experience at

I led a 6-month project, with a $2 million budget for design and implementation, working with a fully remote design team except for myself. From research to implementation, I collaborated with stakeholders, product managers, and engineers to craft a solution that Baptist Health could confidently stand behind.

“(...) The Digital Smart Room designs are a huge improvement over what Pcare team has seem from other systems, especially dietary (...) Laura and the UX team are on the right track. (...) one of the pCare leaders said that of the design systems implemented by pCare, the designs Laura delivered were far better that their best systems(...)”

Matthew Tate

Group Product Manager of Baptist Health South Florida

In 2020, to address low patient satisfaction and alleviate the burden on their medical staff, Baptist Health's Design and Technology team introduced a smart in-room system aimed at enhancing the hospital experience for patients.

However, Baptist missed the mark in grasping the unique needs of their patients and staff. Consequently, the results were unexpected: The system's introduction led to a 15% increase in medical staff workload, only 17% of patients utilized the TV during their stay, and out of those, 70% used it for standard entertainment only.

Medical staff workload surged by 15%. Patient adoption rate stood at a mere 17%, falling significantly short of the anticipated 65-70%. Patients reported a negative experience, finding the system too complicated and expressing their dissatisfaction.

Over two weeks, we conducted 30 interviews and user tests with both patients and medical staff, revealing key pain points in their experiences. Using these insights, we iterated on the interface design to create a more intuitive solution that addressed the needs of both groups, ultimately contributing to the overall improvement of patient care.

We conducted on-site usability testing with 10 patients, aged 45 to 72, utilizing the updated prototype and the revamped pillow speaker control.

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