In Short: The fundamental model of the system capturing, sharing data seems broken. fix it!
Detailed Explanation: CCC - Crimson Co. of Care has been a classic tool for physician managers to understand care variation reduction initiatives within the Health System (can be across any care setting). One of the decisions that the management makes on a continuous basis is to make sure the physicians get to know how their metrics are performing, during this initiative the physician managers, CMOs, value leads or analysts make decisions on what metrics to show to which physicians. We make sure all the above happens to give them a functionality with the ability to toggle the measures and specify the groups in which these measures appear. Complex enough?
I"Simplicity is complexity resolved"
In short: Simplify the data, measurement process and simplify it for the hospital admin.
Detailed explanation: Our classic process of mapping measures using our interface has been designed in such a way that it helps the users do the mapping while setting up the account. It goes like this, there is a dashboard which has measures listed, these measures are sometimes in thousands across the organisation from patient progress to patient feedback and the surgery type as well as inpatient time as discussed in the intro, these measures belong to a particular group of staff, for example, a patients cardiology surgery specific information is not to be shared with a general physician or a front desk manager who helps patient in his inpatient operations and routine checkup across multiple locations unless required and granted permission.
The measures that are available in the dashboard have a toggle switch, which is when switched on, the measure is by default on for all the groups across the organisation, we can then search a particular group using the search bar given below the particular measure and define the selected measure should be on or off. The method seems good at the first usage, the problem arises when there are constant changes with thousands of measures and thousands of groups. We don't know exactly what causes it but our users are frustrated with the current way of how this mapping system works.
I"Anybody can make something complex, it takes
hard work to make something simple"
Understand the user's limitations better and design an easy system to be built inside the application.
Q. What is the business/user trying to do?
The user is editing measures using the platform.
Q. How would this benefit the user?
This would help the user in making sure that the physicians sees the right measures.
Q. What metrics are we trying to change?
We are trying to better the entire experience of editing the measures.
Q. What does success look like?
When a user is able to edit measures with ease and comfort.
Q. What is our goal?
Our goal is to better the experience of editing the measures.
Q. Who creates measures, groups, mapping? Are they the same user or different? if different how are they shared between the users? Is the person who created the groups and the person who is making overrides different than each other?
Measures are created by us, the pm gets to decide and develop on the measures and they are added from the back end. Groups and mapping are sometimes done by different people but mostly they are the same. The information is shared sometimes via email or sometimes vocally.
Q. What kind of analytics do we have? (Google Analytics access)
We do have Google Analytics but it isn't set up properly. We also have an additional log that we can get from the services team.
Q. What kind of information does the admin have to most likely start on? Is it measures or groups or physicians?
We don't have that specific information. The services record logs of actions happening inside the measure mapping, they might be having information that will help us identify some trends.
Q. When the process of editing begins, is it usually a bunch of measures? How is that information shared?
It may be both, sometimes one measure and sometimes a bunch of them. Usually shared in an email or conversation.
There were a few user research videos in which this was observed and the challenges were documented through the interviews. The overall summary of the challenge is to help the users achieve the same goals that were defined previously but be able to completely overhaul the system in which the users are failing to achieve their objectives, recommend and create an interface that'll help them achieve their goals more effectively. The overall experience of editing the measures needed to be improved. In summary, I understood that this system of measure mapping created few problems such as:
The system was efficient when used once but when there is a repetition of the task, the interface created more frustrations than helping the users. A few key places and features that were identified were:
Enabling the user to do multiple edits across multiple groups and multiple measures as well as enable to user to save them all.
Enabling the user to customise anything that has been a default and save it separately.
Let the user customize any settings and be able to easily edit them anytime there is a need in the future.
We also inform the user that default setting is at a global level and customisations are at a local level.
We let the user know that a change at a default level will affect the customisations that are done and they have a parent and child relationship.
We should enable the user to find their edits easily and modify them whenever needed
Enable the user to easily find the current state of the system
We give the user the capability to override and apply measures anywhere anytime instead of doing them as a whole and in groups
By addressing the concerns above, we might be able to enhance the user's experience of measure mapping.
After a lot of brainstorming sessions and multiple ideas discussed, we decided to try out one of the ideas, we named this a template approach. This approach helps users create templates of their customisations and save them all at a place. Whenever the user has a need to change few measure and groups in something that is already modified, he can go quickly in and make the changes he has in mind, in this scenario nothing will be of impact. However, when the user wants to apply it to a huge group or a huge number of measures, he can simply choose a template and hit apply at a time without ever having to go to each measure and apply to each group, that's where this approach stood out in comparison to the other ideas.
By using this idea we reversed the mental model of the system from measure driven to a template-driven, by doing that the user might feel more in control.
I"Nothing changes if nothing changes"
I"Almost everything we know about good software
architecture has to do with making software easy to change"
- Mary Poppendieck
Using a human-centred approach we simplified the mental model of the user from a measure driven to template-driven which gives the user more control over the system.
Don't let the system take control of the user, let the user take control of the system instead, that way the user's entire experience of dealing with a tedious activity feels flexible and reliable.