Infor/Hook & Loop
Role: UX Lead
Multi-View Scheduler (MVS) is a workforce scheduling tool intended for Healthcare organizations. Users can create and edit sophisticated schedules by assigning nurses to meet required demand, easily find appropriate replacement employees when necessary, and access real-time workload coverage indicators and key workforce summary statistics.
Through client engagement, our product team became aware of the challenges users (in this case, managers) were having with schedule creation and modification, which ultimately was impacting efficiency and productivity.
STEP 1: MARKET & USER RESEARCH
When you work for an organization as large as Infor, it's not easy to be familiar with every software solution that the org provides. That being said, my team's first task was to learn as much as they could about MVS through the subject matter experts available to us. With the knowledge of what MVS can do and was intended to do, my team was able to conduct a heuristic evaluation to quickly identify any potential design enhancements that could be made.
Simultaneously, we conducted a competitive analysis to really understand the product space, current solutions, and untapped opportunities for improvement across the market. As my team finished up non-user research, we recruited clients for a usability test on the current software solution to give us an idea of the specific pain points customers had with our product.
STEP 2: DESIGN APPROACH PROPOSAL
Based on our research, there were two approaches that could have been taken:
1) Make minimal enhancements to the existing product for quick experience changes.
2) Revamp the entire product to create optimal user workflows for increased efficiency.
With buy-in from both the product and development teams, we targeted revamping the entire product to remain competitive in the market and address core workflow and usability issues that would improve employee productivity.
STEP 3: ESTABLISHING USER GOALS
One of the key takeaways from our research was the need for efficiency. Currently, the tool is used by nurse managers and we opted to focus on that user type while we explored the opportunity to introduce a new nurse role to the tool.
In order to create more efficient workflows for the nurse manager, we first started working through the different objectives of users using this tool and broke down workflows.
STEP 4: WIREFRAMES & USER TESTING
After completing our user goals and workflows exercise, our team reconnected with the product team to ensure that what we had outlined also scoped everything necessary to allow a nurse manager to successfully do their job. With approval from the product team, we embarked on our sketching and wireframing journey.
We were unable to do user testing with our actual end-users due to regulations; however, we utilized our subject matter experts sitting on the client side to evaluate whether our designs accounted for all the workflows and actions expected by the nurse managers. We also attempted to use our SMEs as usability test participants to gauge whether our proposed solution was learnable, readable, and usable.
Considering healthcare regulations across the United States, Canada, and Australia and three different mental models for creating schedules, we delivered the following design proposal.
Based on the short timeline our team had, the resources available to us, technical limitations and regulations-related challenges; this solution was just a step towards improving nurse manager's user experience.
I decided to focus the team on design enhancements that would prevent users from having to go to three different tabs to complete one task. We also worked on displaying information when it was relevant to the user to prevent information overload and by way also improved readability. The biggest enhancement we introduced to this tool was more streamlined back-end logic that would allow the tool to be more informative and predictive taking away the onus of discovery and analysis from the end-user. Ultimately, the intent was to improve nurse manager work efficiency and attempt to reduce the number of hours spent on schedule creation and maintenance.
That being said, in the ideal situation user feedback would have allowed for us to suggest more changes to the design and would have even helped enhance our proposed designs. There were many design decisions made based on the intent of not breaking anything for current clients/users without a deep understanding of what their needs are.