In Summer 2020 Bobby Bilitsis from Prestige Health and Wellness reached out to the team at Quadrant 2. There were less patients coming in due to COVID-19 and he was examining the efficiency of his practice. He proposed digitizing a whiteboard that is used to help doctors keep track of their patients throughout appointments.
The analog whiteboard
(the problem space)
This is how the practice keeps track of their patients while they are in appointments. Doctors and practitioners use a black marker to write the name of a patient all the way to the left on the y-axis. There are several treatments which are listed at the top of the x-axis.
For each patient doctors draw circle and the initials of the administrator for each treatment the patient will receive during the appointment. When the treatment begins they draw a line and another when the it ends making an x. This mark means that the treatment complete.
Doctors will set a timer that is adhered to the whiteboard all the way to the right for timed treatments and add notes about the appointment where ever there is room.
This is the ux problem space designers dream about. It's complex, has so much room for experimentation and if done right will change the way this practice runs. I couldn't wait to get started.
Prestige provides chiropractic, osteopathy, physical therapy and acupuncture therapies from 3 Manhattan locations for the past 20 years. They have a team of young doctors ranging between 23 and 50 all of which are relatively tech savvy and believe digitizing this part of their work flow will make busy days less stressful. I first visited the practice down in Fi-Di in late May. I watched the team work through the lunch rush and when things died down I asked them some questions. From my findings I determined there are 3 main user groups.
The power doctor manages the whiteboard during busy parts of the day. Taking on this responsibility allows for the other doctors to treat their patients quickly. The biggest pain point is when the power doctor has to leave the room and someone else takes over the whiteboard, it throws off the power doctors flow and occasionally crucial details get lost.
These are the doctors who are usually taking care of multiple patients at once and informing the power doctor what patients and treatments they are providing. Their main frustrations are when details about a patient aren't made aware to them and being interrupted while administering a treatment.
Managing a practice and a team of doctors takes a lot of energy. Unlike restaurant sales systems that aggregate data there is no system on the market that measures doctor efficiency the same way. Ultimately this leads to a lot of guess work.
Proof of concept and wireframes
In the original statement of work our client's partner provided a proof of concept that mirrors the analog whiteboard.
This POC served as a great jumping off point and helped fast track following concepts. However, this first iteration was truly a digital version of the current workflow, mimicking the analog whiteboard's x and y axis. It didn't display how appointments would be created on the platform and didn't take full advantage of the digital space.
These factors led to the reimagining the x and y axis.
Thinking in flows, not screens.
(a breakdown of the modals)
As the design process continued I used my discovery findings as my north star. The doctors really liked how malleable and collaborative the analog whiteboard is. I kept those two aspects in the forefront as I worked on the various flows that would set up the practice and appointments.
The appointment modal
This first modal allows for members of the practice to add treatments with assigned administrators to a patient's appointment. The added treatments can then be re-ordered and edited as needed.
The treatment modal
One of the doctor's biggest pain-points was that there was no way to communicate with other members of the team if a treatment needs more time. This leads to assistants knocking on doors mid-therapy. Accessing the treatment modal practitioners can add and subtract from the allocated time, pause and start a treatment and add a note.
The 3 tab settings modal allows users to set up an entire practice. Each tab informs the others efficiently molding the platform to meet the real world needs of the practice.
Tab 1: Doctors
In this tab you can assign each of your doctors a full name, initials which will appear on the whiteboard, a color and what treatments they can administer. You can also set the doctor as inactive/active or remove them all together.
Tab 2: Practice
Using this tab you can create, title and set which treatments can be administered for every room in your practice. Each room created in this view will be displayed on the whiteboard.
Tab 3: Treatments
The final tab in settings is where you can create treatments for the practice. You give the treatment a full name, shorthand for the whiteboard and at least one allocated time.
The treatment tiles
(and their many states)
These tiles appear on the digital whiteboard when practitioners finish setting up an appointment. Once on the board users can move them, press them, add notes to them and reorder them.
When a treatment is added to the board a tile containing the treatment name (top left) and the initials of the practitioner (top right) will appear. This tile will also have a play button that can be pressed when the treatment begins. In addition to a treatment tile there are two companion components that are added automatically. The timer tile (to the right) and the add a treatment node (to the the left)
In treatment indications
When a treatment begins it's tile will change from a muted grey to green. The last 3 minutes it becomes yellow and finally becomes red when the treatment is complete. This helps the practitioners keep an eye on the status of each patient. This can be especially important when a patient is in time sensitive therapies.
Note added and complete
Lastly the practitioners want to know what treatments the patient already received until check out and a way to see if notes were ever added to the treatment
Usability testing, QA and API creation.
Using Adobe XD I created a prototype for each of the main work flows and revisited the practice down in FiDi to watch as the doctors practiced using the digital whiteboard. Watch the .gif below or explore the interactive prototype here
There are 500 API calls per hour for this system to work. It is constantly refreshing and syncing data from the patient database provided by Doctor Chrono then applying treatment, doctor and practice analytics to the front end. The team is in the thick of this process right now.
This is the first time I had a chance to work with medical technology, I had a blast diving into the field of chiropractics and wellness and look forward to when this product is live and helping people in their field.