Spok
Clinical Communication App
Project
As one of the country's leading providers of pagers, call systems and alerting systems, Spok was an established company serving hospitals across the country. In the absence of easy communication between doctors and their teams via mobile devices while still being in compliance with HIPPA, Spok discovered that there was an opportunity for them to take advantage of. As a result of this, they set out to create the first clinical communication app for mobile devices.
My Roles
UX Design Manager
User Research
Personas
Journey Mapping
User Workshops
Problem Statements
We had innovation partners at Spok that were chief medical officers, chief nursing officers, and access to shadow and interview hospital staff. During the product development process, the product team spent a lot of time gathering info and understanding healthcare providers' challenges. In the end, the product team decided to focus on two main problems:
Problem 1:
As a care team member, I am responsible for communicating my questions and intent with other team members caring for the patient with me so I can move along the patient care process as much as possible by ensuring that the patient's experience is exceptional with the highest level of care quality and safety as quickly and efficiently as possible.
Problem 2:
In my role as a care team member, I need to be able to take immediate action if an important event occurs so that to provide the highest level of care quality and patient safety as possible.
Sample Project Work
Understanding the Problem
The majority of my time at Spok was spent collaborating with the product managers to define and map out the current healthcare providers' process, accompanied by a storyboard and a diagram. It was my responsibility to conduct a wide range of user experiences workshops with the product team in order to narrow down our design solution.
From Concept to Final Product
I had the responsibility to lead my team to plan the app from concept to wireframe and then finally to the final product design for the app. In order to test our concepts and designs, we spent a lot of time getting constant feedback from healthcare providers. After conducting A/B testing on the product branding, we moved on to the user interface design, which was well received.
Building Concepts for the Future
To have the opportunity to constantly challenge our ideas at Spok with new concepts throughout my time there was a highlight. As part of my work, I designed a variety of concepts including a timeline-driven, provider chat room approach that is patient-focused on their activity while at a hospital. I also designed a concept for a monitoring dashboard that would allow healthcare providers to visually see any alerts and notifications coming from the patient rooms on their floor.
