Reimagining the Healthcare Provider Experience | 2019
iRhythm is a medtech company that specializes in heart monitoring. Their main product, Zio, is prescribed by doctors to detect irregular heart rhythms. When a patient wears a Zio, their heartbeat is run through a series of AI models that will identify any clinically significant findings and formulate a diagnosis.
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In 2010, the company launched a very basic website designed by Engineers that allowed healthcare providers to view their patients' data. They hadn't touched it since.
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My Role
For the initial release, I was a hands-on leader guiding the activities of Researchers and Designers:
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Planned and defined features with my partners in Engineering
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Led cross-functional brainstorming workshops
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Ran design critiques
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Created and managed design sprint schedules
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Implemented a process for UX to seamlessly integrate with existing Engineering agile methodologies
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Designed features and conducted usability testing
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When the UX leadership team was in place a year later, I became less involved with the ongoing feature releases and the team operated autonomously.
Defining The Problem
In late 2018, the Engineering team hired an agency to redesign the healthcare provider website.
When our team was formed a few months later, we tested the agency's designs with users and found they made the experience worse.
With an unmovable launch date looming, our new team jumped in to reimagined the website and create a companion mobile app.
Making the Best of the Situation
Without a Product Manager, requirements, or access to analytics, we dove head first into the project. Our first step was to audit the existing site and the mocks created by the agency to identify the features and components we needed to create. Since the UX team was new to the organization, we didn't have a design system and developed one on-the-fly as we tackled each feature.
I worked with our two designers to create a "time boxed" schedule working our way back from the hard launch date and development schedule. We had a total of two months to redesign a responsive website and create a mobile app from scratch, with bi-weekly handoffs to Engineering.
Our goal was to improve each redesigned feature as much as possible in the time allotted. Our feature set included:
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Login (Face ID, Forgot Password)
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Registration
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User Management
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Dashboard (dynamic based on role)
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Patient Details
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Inventory Management
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Report Interpretation
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Search
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Help Content
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Error Handling & Messaging
In addition to features, we designed basic components that would be reused throughout the products including modals, navigation, content templates, tables and filters.
Key Provider Portal and Mobile App Screens
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Initial Release Feature Overview Videos
Successful Outcomes
Over the course of six months, the existing 50K users were successfully migrated to the new platform and 10K new users were added.
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Within the first quarter, our NPS score increased by 22 points, and calls to Customer Care related to the portal dropped by 42%.
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The number of reports doctors interpreted in the portal more than doubled in the first 6 months due to the changes we made to improve usability.
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Our Sales team mentioned on numerous occasions the experiences we created were a key part of new business wins.
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After we celebrated the launch, we collaborated with Engineering and our newly hired Product Management team to put a process in place that would allow enough time for planning, research, roadmapping, feature prioritization, user story creation, iteration and inclusion of user feedback.
Building a Design Library
After struggling to create a design library in Sketch that was easily accessible and sharable, we agreed as a team (including Engineers) to invest in Figma. Through collaboration with Design, Engineering, Product and Marketing, we created a cohesive design system and rebranded the products. We also put a governance process in place to ensure the design system was adhered to and new patterns were formally reviewed.
As I was exiting the company we were in the process of creating a design library website with the Engineering team that included our UI components along with reusable code.
