Shaping a vision in Healthcare
How do we build a system that enables a high-touch, highly-regulated industry to better retain the human element?
CHG provides temporary and permanent recruiting of physicians, nurses, and healthcare staff. They asked our team to focus on the creation of a platform that could help address their clients' pain points, and get ahead of the proliferation of automated digital tools that threaten their business.
Though admittedly “behind” in terms of digitization of their business, and hungry to evolve– they have mastered dealing with people. And with incredibly complex business processes and credentialing requirements baked into their day-to-day, we needed to truly understand these processes across a range of different actors, as a first step.
Process
01.
Review hundreds of documents, walk through hours of credentialing demos, shadow Physician Recruiters during their day, and conduct interviews with our clients, their clients, and potential users.
02.
Conduct three workshops to understand the specifics of their processes (and proximate processes to consider in parallel); identify pain points + features.
03.
Creation of artifacts that showcase rich context: the audience journey, personas, and associated presentations to share findings and elicit stakeholder buy-in.
04.
Define and design the product, including what actions should happen at which points, and the ideal experience flows that work across the range of actors and their unique needs.
We gained insight into the process from across the organization, and organized our findings.
We divided the Journey into 4 phases, and described the actions, sentiments, tools, pain points and opportunities amongst 4 actors.
1000 ft view of opportunities and prioritizing which ones to pursue as features.
Condensing audience data + insights into personas to inform our work (but broad enough to also be leveraged outside the bounds of the project).
Various Hero Flows were created to demonstrate how the experience could work to align Business Goals (e.g., "We want to digitize the candidate presentation processes ") with User Goals (e.g., "As a Recruiter, I need a centralized repository of data.")
Within the portal, the Physician Recruiter can 'Open a job,' usually requiring extensive criteria be met. Since so many roles are repeatedly filled with the same criteria, we proposed functionality that pre-filled fields used before for the same role (while giving clear visual indication.)
An outside entity called an MSO typically verifies the candidate's credentials. The dashboard incorporates the MSO as a user, ensuring the status is transparent for all parties.
Rich data visualizations help leadership roles understand what and how they are spending, and gaining visibility into the value of their relationship with CHG.
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