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Project Y: Dashboard and Forms Migration (from existing system to client's own application)
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Dashboards & Forms
Issue Research Design Process Outcome
Dashboards & Forms
Issue
Our client was using a generic hospital software integrated with Salesforce, which involved navigating through 20 different forms, each requiring separate signatures. The client needed a more flexible solution to modify forms without external support, aiming to reduce the process to a single signature while also addressing integration issues with Salesforce.
Dashboards & Forms
Research
To improve the existing form submission system, we conducted a thorough analysis of user interactions and challenges faced during data entry. Feedback from users highlighted a recurring pain point: the over-reliance on "next" buttons to save data at each step, which not only added unnecessary complexity but also increased the risk of data loss during device malfunctions or connectivity issues. Observations revealed that forms requiring consent signatures were particularly cumbersome, as users had to navigate through multiple pages unnecessarily. Additionally, slow internet connections often caused delays in data syncing, leading to form refreshes and duplication of effort. These insights underscored the need for a more user-friendly, resilient form system.
What should be done?
Deign Process
  1. Initial Analysis:
    • Evaluated the existing system and identified that the frequent use of "next" buttons disrupted the user experience and heightened the risk of data loss.
  2. Form Separation Strategy:
    • Divided forms into two categories:
      • Non-Consent Forms: Included all necessary fields for data entry.
      • Consent Forms: Streamlined to include only legal terms, ending with a single signature.
    • This approach reduced the cognitive load and simplified the flow for users.
  3. Auto-Save Implementation:
    • Tested two versions during User Acceptance Testing (UAT):
      • One with multiple "save to draft" buttons.
      • Another with a single "submit" button at the end.
    • Based on user preference for minimal interaction, implemented an auto-save feature with a timeout function that automatically saved data to Salesforce at regular intervals, ensuring data integrity without requiring user intervention.
  4. Connectivity and Data Loss Prevention:
    • Addressed slow internet connectivity by integrating a real-time prompt that notified users when data was being saved.
    • This feature helped manage expectations and prevented duplicate data entry during unexpected form refreshes or delays.
  5. Testing and Iteration:
    • Conducted iterative usability testing to validate the auto-save feature and ensure the new system effectively addressed user pain points.
Results
Outcome
  • Enhanced User Experience: The migration to the client’s own application significantly streamlined the form-filling process. By reducing the number of required interactions and simplifying the forms, patient satisfaction improved notably. The auto-save feature particularly enhanced the experience by removing the frustration associated with data loss and repeated entries.
  • Increased Efficiency and Throughput: With the new system, the client now efficiently handles approximately 1,000 patient form submissions monthly, with reduced errors and increased speed. Patients appreciated the reduced complexity and time spent on paperwork, leading to better overall satisfaction with the hospital's services. The seamless integration with Salesforce also ensured that data was accurately captured and readily available for healthcare providers, improving the quality of care.