Scroll
30+
Units rolled-out
20%
reduced service time
60K+
Patients in 2 years
Mr. Robert ABC INC.
Client
Branding, UI UX Design
Services
May 23, 2023
Date
Dasa has a Team called Tracking, responsible for the patient experience inside their labs. This includes the dashboard used by recepcionists ,Dashboard used by Leaders of each unit, Totem Signage and Digital Signage.
From Concept to Creation: Tracking team goal was to reduce patient waiting time and improve attendants productivity
Largest diagnostic medicine network in Brazil
Patient Monitoring
Allowed, monitoring of the patient's entire journey within the unit3
Reduced Waiting Time
Reduction of T2, consequently reduction of HC -> increase in EBITDA
Patient Coordination
Acts in navigation, coordination, and patient care
Patient NPS
Informs waiting time, order of exams, transparency in queue management, differentiated service
Doctor NPS
Measures and manages exam times, allowing for increased occupancy of rooms and schedules
Content Management
Management of content displayed on unit panels – potential increase in IPP (product penetration index)
Role &
Responsibilities
Understand deeply the business logic
User research (patients, receptionists and leaders),
to validate pain points and need for iteration.
Build screens in desktop and mobile format
Usability Tests
Iteration and more testing
The Challenge
One of the major issues in a laboratory is the
time the patient has to wait before being attended
The Dasa project was challenging in many ways. As it was a project crossing the line between digital and physical and we had three different users/actors, patients, recepcionists and unit leaders, we had to do an Discovery to each one of them to find out what was their needs. The result was a complete integration of the systems.
Interviews
The interviews aimed to explore how patients, Leaders and Coordinators interact with password systems, raising day-to-day pain points and possible opportunities.
Main Pain Points
6 different ticket systems.
600 units without ticket systems. Almost 80% of total units.
360º patient navigation. The patient is not being tracked.
Difficulty in scaling the product to larger units.
R$5M budget spent on external softwares.
Main Takeaways
Smart Prioritization
Automatic Patient Call
Better Sinalization
Patient Flow in the Unit
In here the patient passes through
4 T’s, times, from the moment he arrives until the exam is done.
Triage + Wait
Admission
Take the
ticket
Wait at
the reception
Called at
the panel
Called at
the panel
Attended by
receptionist
Wait at the
waiting room
Takes the
exam
T1
T2
T4
T3
Waiting for exam
Exam
T1 - Totem
Objective was create as few screens as possible, so the patient spend less time choosing what he need to do.
T1 - TV Digital Signage
T2 - Admission
Recepcionist has all the information needed to call a patient and start attending. CTA'swere added right on sight to make the job faster.
T2 - Exam Wait
After being attended by the receptionist, the patient will wait until he is called to do the exam. Show the patients and the exams they need to do. Filtered by priorities and the possibility to freeze the patient if any problem occur.
Leader Vision
The Lab Leader is responsible to orchestrate the processes. Vision of all patients, how much time they are taking to be attended , what is the average times, etc
Key Learnings
Consistently involving users throughout the design process ensures that the final product truly meets their needs and addresses their pain points.
Sometimes going slow and steady is better than going fast
Having to design for different purposes and different devices is really hard
Frequent testing and iteration allowed us to identify and resolve issues early, leading to a more refined and effective solution.
Let me know and I'll be happy to help.
I'm Ready to Discuss
T2 - Exam Wait
After being attended by the receptionist, the patient will wait until he is called to do the exam. Show the patients and the exams they need to do. Filtered by priorities and the possibility to freeze the patient if any problem occur.