The Kid’s Center, a non-profit organization that provides free medical examinations for at risk or abused children, needed a new patient intake form. Their method prior to InFormed was an Excel spreadsheet. I provided The Kid’s Center with a user flow, sample style guide and sample wireframes to show how an app can simplify the overall admission and data collection processes. I then worked with a developer to create a new admitting app with a possibility of expanding to include medical records. I managed all microcopy, user flow, usability testing and offered UX design suggestions.
The Goal
InFormed needed to incorporate the user’s medical and social work terminology, be easier for multiple healthcare and medical professionals to access, and (most importantly) implement an efficient platform for data collection. For this app to fulfill its mission, it’s necessary to provide clear concise directions and retrieval methods.
Name Brainstorming
Naming the app caused us to pause. We wanted a name that showed function but wouldn’t sound prosaic. We started with “MultiForm” but it was quickly abandoned. Below is a photo of our process.
User Flow
The Kid’s Center’s Excel files gave us a good starting point for planning a more functional user flow. I brought the list of data that needed to be collected and notes on current user pain points to the designer, and we collaborated on this user flow. The biggest challenge faced was the diverse user group. We grappled with scenarios that could include administrative teams, police, case workers, Native American reservation personnel, doctors, and clinical psychologists. Terminology and information groups needed to be preserved but processes were updated.
Click to see user flow details
Wireframes and Language
I created wireframes with place holder text and strove to create clear instruction. Specialized terminology had a tendency to create weighted and sometimes confusing copy. My goal was to keep the text concise and clear, easy to read yet respectful to the serious work done by those who’ll use this app.
I’m making a suggestion to the design team regarding the inclusion of an info box to give a search tip. Because of the use of these forms by medical personnel, clear instructions are paramount.
Terms that could not change included “client”, “intake”, “demographic”, and “data”. I requested a terms list to ensure I didn’t change any legal or medical terms. The “no results” search page was personalized by using the collective “we”.
Usability Testing
While not originally a scheduled part of the project, I proposed an afternoon of usability testing. As no one on our team had any experience in this field, I had my work cut out for me. Using Steve Krug’s guidelines on user research, and with the help of a selection of admitting representatives, medical practitioners, and one law enforcement officer—I created a simple, very successful usability test that stayed under budget.
The following slides are from our testing re-cap session.
In Conclusion
This project brought with it unique challenges. Kid’s Center is a non-profit, mostly volunteer facility with limited opportunities to review their processes and organizational structure. This application must follow a client through all interactions in this organization as well as collect data for grant writing and state reporting. Through investigating those processes and building the app, Kid’s Center has had the opportunity to review their processes and become far more efficient.