Discover & Understand: User Research
To ensure the design addressed real user problems, I conducted interviews with key stakeholders, including doctors, health workers, and healthcare analysts. These conversations helped identify user needs, tasks, and pain points in their current workflows. I used a Lean Canvas to help structure information gathering.
One of the central themes that emerged was the "scorecard". According to my group of stakeholders, there was a desire for a summarized view of a person's health, but that summarized view might have up to 100 pieces of information.
I started asking myself... How can I make sense of this concept? Which sections or pieces of information are most important? How can we show a summarized view of a patient, when the summary could be fairly long and detailed?
Key Insight: Stakeholders needed a summarized view of a person's health, encapsulated in a "scorecard" that could contain up to 100 pieces of information.
In order to validate our understanding, I created a survey using Qualtrics, digging into the themes that were surfaced during user interviews. Trust, but verify.
Our survey confirmed that physicians and hospital administrators needed a quick and easy way to access a comprehensive summary of member health, with a particular emphasis on Social Determinants of Health (SDOH) information. The survey also highlighted the importance of presenting this data in a way that is not overwhelming, ensuring that all critical information is readily accessible and easy to interpret.
Process: How Did We Build It?
With our user needs becoming clear, I began sketching with these key themes in mind:
Key Needs:
✅ Clear sections for KPIs
✅ Refinement areas for target populations
✅ Executive summaries of health information
✅ Detailed health records
Key Metric:
❇️ Care Gaps
❇️ Quality Gaps
❇️ Risk Adjustment gaps
❇️ Clinically Potentially Addressable Issues
❇️ SDOH Indicators
Initial Sketches
Main View: I started with a structure that would allow users to quickly manipulate population level data and dig into specific members as desired. I outlined a structure with the filter at the top, KPI section underneath, and a large scrolling table for member data. This would be the main view that allows health workers to select a population and quickly see important information, both at a high level (KPIs) and in detail (scrolling table).
Detail View: The challenge here was to balance providing a concise, non-overwhelming summary with the ability to dive deeper into the full details when necessary. To achieve this, I explored two key approaches: a card view and an expand/collapse view.
The card view concept was designed to present information in a series of thematic tiles or cards, each representing a different aspect of a member's health profile. This approach aimed to group related data together, making it easier for users to scan and identify key information quickly. However, the card view had limitations in terms of how much detail could be shown on the surface without overwhelming the user.
On the other hand, the expand/collapse view offered a flexible solution that allowed users to see a high-level summary at a glance, with the option to expand sections to reveal more detailed information as needed. This approach helped to keep the interface clean and manageable while ensuring that no critical information was hidden from view.
Through iteration and feedback, I refined these concepts, ultimately favoring the expand/collapse view for its ability to prioritize key information while still accommodating the depth of data required by healthcare professionals.
Collaboration for Visual Design
I received positive feedback on the proposed structure from our stakeholder group and internal team. I then worked with a fellow UX designer to create visual designs in Figma. Adding in the last mile of detail, we ensured that our refiners and KPIs were logical and told a story that was relevant for health workers.
By exploring our clickable prototype, we discovered that we needed a secondary filter to give prominence and more ability to cross-compare our important metrics: Quality Gaps, Risk Adjustment Gaps, and Clinically Potentially Addressable Issues. One of my key contributions at this step was to insert the urgency tier number directly into the scrolling table, bringing prominence and providing clinicians an immediate way to sort the list based on systematically determined need.
