Redesigning of Post Discharge Care Management Platform

Post Discharge Care Platform is part of the offerings by Heaps where we help Providers and Payers manage their patients/members just after the discharged from the hospital.

The older UI had a lot of problems of unclear navigation, inconsistent UI & UX, making the Care Coordinators waste a lot of time on unnecessary screens.

User Research

Consolidate design system

Key flows analysis

Key flows redesign

Improved UI, Consolidated design system which was broken and split into multiple projects. Improved Care Coordinators efficiency.

When I joined the company, we had two different modules: one with a new UI and another (PDCM) with the old UI. Despite both being part of the H360 platform, they looked like two separate products. We decided to revamp and redesign the PDCM platform to align with the new UI.

One immediate challenge I noticed was that, despite having a design system, we were creating components for different projects rather than using the global system. Our first order of business was to audit the design system to understand why this was happening.

Upon closer inspection, we found that the system was incomplete, forcing us to modify components to fit our needs. We addressed this by creating a comprehensive design system and committing to using global styles. Any issues would be noted, discussed, and implemented to improve the system.

With the design system in place, we moved on to the redesign. We analyzed the older design and found it outdated, with issues such as button overlap on smaller screens causing inefficiencies.

Next, we interviewed users of our current platform to understand their likes, dislikes, and issues they faced. We organized a call between PMs and the design team to set up the user interview flow. We allowed users to walk us through their typical workday and then delved into specific sections to identify problems.

We conducted interviews with a dozen Care Coordinators, gathering valuable insights to inform our redesign.

Productivity Tracking: Care Coordinators lack a current understanding of how many calls they have completed today.

Call History Details: They prefer to have details of previous conversations before placing a new call.

Hospitalization Information: Coordinators want to know if the person has a hospitalization history and the details of the current hospitalization being followed up on.

Unused Sections: Some sections of the platform were not being used at all.

Call Summary Process: Writing lengthy summaries at the end of each call reduces productivity.

Filter Reset Issue: Filters reset after each call, requiring them to reapply filters repeatedly.

Dashboard Inefficiencies: The current dashboard does not provide a clear view of the calls that need to be made today or those that are pending.