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Transforming Risk Management for Care Sector – UX Case Study

In this case study, I will describe my journey of re-designing Risk Assessment for a desktop app.

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The Problem

The current Risk Assessment feature doesn’t provide the right purpose and experience for our customers.

Worked with

  • CEO, CTO,
  • Quality Care Director
  • Head of Care
  • Operations Manager
  • Customer Care Executive
  • Business Analyst
  • Scrum Master
  • Front-end Development Team

My role

  • Understand the Problem
  • Sketch
  • Workflow
  • Wireframes
  • Prototype
  • User Testing
  • User Interface
  • Interaction Design
  • Lead Front-End Development Team
  • GUI

Improving efficiency, value, and usability.

Understand the Problem

I’ve numerous meetings with the Head of Care and Quality Care Director to learn how the Risk Assessments works and what is the process.

User scenario

Current Risk Assessment template in Care industry

To have a better understanding of the Risk Assessments in the care sector I’ve visited our existing client in London. Here are the things that helped me to understand better:

  • How it looks typical working day in home care,
  • Different scenarios of using Risk Assessments,
  • The challenges to manage the Risk,
  • It’s a lot of paperwork completing the Risk Assessments.

Visiting our client. Risk Assessment example.


I’ve made a list of the main issues of the current Risk Assessment based on all meetings and discussions:

  • The Risk Assessment feature doesn’t provide the right purpose and experience for our customers.
  • After completing the Risk Assessment doesn’t determine what the risk level is.
  • No actions provided to eliminate or control the risk.
  • The engagement of the Risk Assessment feature is low, comparing with other care management system features.
  • Home care managers can’t see the overall company risk level.

The Goal

Create effective risk assessments process for our clients that helps to keep service users and staff safe. From a business perspective, our goal is to increase feature engagement giving customers the best experience they deserved.

If we can make it easier for our customers, then our product will grow faster.

Brainstorming and Sketching

I’ve to re-think the Risk Management process and come up with, validate, and test a series of the hypothesis. I needed to understand our clients thought processes. Only then I would start making wireframes.

The Workflow

Completion of the Risk Assessment process.

The Wireframes

I have added wizard form to separate actions into following small steps:

  • Step 1. Choose a Risk Assessment template.
  • Step 2. Hazard and risk identification.
  • Step 3. Control measures.

User testing

User testing was the only way to know how our customers are interacting with the new feature. The first opportunity we had in Dimensia Homecare Exhibition in NEC Birmingham.

We had eight participants. All from eight, they have completed the task.

user-testing

User Testing. Dimenia Care & Nursing Home Expo in Birmingham, UK. 2018

Iteration

After first user testing and a couple of meetings with colleagues, I’ve come up with some improvements. I have added the following steps:

  • Add the ability to customise the Risk Assessments for the individual service user.
  • Review completed Risk Assessment before submit.
  • Add actions to eliminate or control Risk.

Simplify selection of measurements

Add additional Step and ability to add additional risk and control measures options

Visual Design

Create new Risk Assessment template:

Create Risk Assessment Template

Create Risk Assessment Template

Validation

Step 2. Add the Risk.

Pop-Up from Step 2. Create the Risk.

Pop-Up from Step 2. Create the Risk.

Step 3. Add Control Measures.

Pop-Up. Create the Control Measure.

Step 3. List of Control Measures.

Step 4. Preview screen.

Complete Risk Assessment for service user:

complete_risk_assessment_for_service_user

Step 1. Identify the Risk.

Step 1. Pop-Up. Add additional Risk for service user.

Step 2. Add control measures.

Step 2. Add additional Control Measures.

Step 3. Preview and Save.

Print PDF View

Managers dashboard view:

Managers Risk Assessment Dashboard

Report Dashboard

Manage Risk Assessment Templates

Dashboard view of staff member

Interaction Design

Step 1. Identify the Risk.

Step 1. Create additional Risk.

What I've learned?

Small steps are easy to follow.

Result

Creating digital Risk Assessments was a fascinating journey for me. I've worked with very talented people and learned how important it is to work together on the team.
To measure the success of this project, we still analysing analytics data. Will be an update soon.

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