Clinic Manager Research Initiative
November 2022 - April 2023
Clinic Manager Research Initiative
November 2022 - April 2023
Clinic Manager Research Initiative
November 2022 - April 2023
Clinic Manager Research Initiative
November 2022 - April 2023
Led the research initiative with a team of UX Designers and Product Managers visiting 17 dialysis clinics across the country.
Research & Workshops
Fresenius Medical Care
Design-thinking Workshops – 2024
Planned, facilitated and participated in several Design Thinking workshops with various groups and business stakeholders to discover pain points and challenges with workflows, systems and applications to guide product strategy.
1. Home Patient Retention Workshop – June 11-12
Purpose: Identify key challenges and opportunities for improvements around the home experience for patients, care partners and care teams. ​​
Organizing pain points on the user journey map.
2. Admissions Workshop – September 1-3
Purpose: How might we improve the experience of patient chair placement for referral sources and internal FKC leaders so that scheduled letters are generated efficiently and reliably accounting for clinic contraints and patient needs?
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Large persona posters, based on user interviews, were created by a Principal UX Designer on my team and displayed for participants.
I worked closely with the PM team to plan and facilitate the 3-day/9-hour remote workshop event with 22 participants, using Teams and Miro: ​​​
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Empathy session (IC, IC Sup., IC Director, Business Analyst, Clinic Manager.)
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Two Breakout groups collected pain points and JTBD and added these to a Journey Map, which was then affinity mapped.
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Groups voted on top 3 pain point clusters and created 'How Might We' statements. Stack ranked them, voted on top 5.
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Presentation back to the larger team, entire group voted on top 2 HMWs to begin solutioning.​
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Workshop Prioritized HMWs –
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HMW streamline repetitive tasks?
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HMW prioritize our patient worklist?
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Teams reimagined the IC's work as having a hierarchy, or new data model:
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Issues – new patient, commercial drop
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Work list items – clinic visit, education
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Interactions – call, email, etc.
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UX Team created preliminary (platform-agnostic) wireframes for:
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Home page – Where ICs start their day.
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Patient Summary Page.
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Issue page – see Issue status, can add work list items.
3. Insurance Coordinator Workshop – November
Purpose: To help both the Product Management and UX teams define MVP features based on pain points and workflow challenges posed by an outdated application. We gathered a team from different parts of the insurance coordination process, built empathy for the roles involved and discussed issues confronting both Insurance Coordinators and their supervisors. Worked with a principal designer to create research protocols, conducted onsite and Teams Interviews prior to the workshop.
Persona posters (above) and Pain Points posted on a journey map (below.)
User Research – 2023
Clinic Manager Research
November 2022 - April 2023
Led the research initiative with a team of UX Designers and Product Managers visiting 17 dialysis clinics across the country.
Research Goals:
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Created the research protocol to explore Clinic Manager challenges.
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Gain insight into a 'day in the life’ while experiencing role environmental context.
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Observe and identify variations in workflows.
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Identify opportunities for business to prioritize the product roadmap.
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Capture insights for the Summative Report, Persona revisions, Journey mapping, and Data visualization.
Clinic Admin & InCenter Nurse Research
January - April 2024
Research Goals:
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Created research protocols to explore the challenges faced by both the Clinic Admin (secretary) and InCenter Nurses.
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Gain insight into a 'day in the life’ while experiencing specific role environmental context.
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Observe and identify variations in regional workflows.
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Identify opportunities for business to prioritize the product roadmap.
Fresenius' Office of Experience
Patient-Centered Research: Working with the UX Strategy team within Fresenius' Office of Experience, conducted Home dialysis patient research. Interviewed patients their home regarding their history and experiences. Compiled research, breaking up the recording into moments that could be tracked and analyzed. More than just bullet points in a slide deck, this journey captured the emotions tied to those moments, capturing quotes that told each patient's story.
The Home Patient Journey begins with the Origin story, transitioning into In-center dialysis, modality selection, training, 1st home treatment, adjusting to life with home dialysis, travel, products, ordering and culminates with day-in-the-life. The information was beautifully designed and illustrated into a Journey Map by Beth Kun, a Principal UX Strategist. The total printed map is over 25 feet in length.
