Prompted User Liaison Service Experience system
The World Of Cardiology Is At The Cutting Edge Of On-going Medical Innovation
Today hospitals (Cath Labs) increasingly perform a critical balancing act between opposing demands. On the one hand, there's a growing and aging co-morbid patient population who need and deserve the most advanced cardiology care. On the other, a growing list of regulatory demands, legislative changes, staffing challenges, and technological advances to keep track of – as well as increasing cost pressure. With such constraints on time and resources, it can be a challenge to drive day-to-day operations, while at the same time planning the long-term strategy necessary to continue to deliver consistent, high-quality care.
Business Strategy
"An integrated solution is needed that streamlines workflow and makes the medical professionals' work easier – gives them the right information at the right time, at the right place; Helps the medical professionals to make the best decisions and plan the right actions; And lastly, helps them collaborate more effectively."
Philips
Design Process
discover
define
develop
deliver
User journey
Touchpoints
Identify challenges
Identify needs and requirements
First conceptualized design
User Test & Analysis
Design update and iteration
User flow mapping
Low-fidelity sketching
Strategic roadmap
High-fidelity prototype building
Outcome analysis
Week
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role
Business Analyst
Product Designer
User Researcher
UX Designer
responsibilities
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Analyze decision-making and planning in the cardiology department, and identify key problems and bottlenecks.
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Evaluate different concepts for workflow orchestration and create a coherent vision.
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Translate the concept into a concrete product/service offering and build a demo.
Research:
User Journey/
Workflow
focus area
Requires high collaboration
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New opportunity for Philips
SERivce journey mapping
Using existing research, observation, and interview, we get a holistic view of the whole service by mapping the end-user journey, listing the challenges they have, and brainstorming on potential opportunities towards an optimal and feasible digital solution.
Graph : User journey mapping
Challenges
Disempowered staff
Staff are restricted by guidelines or authority from other professionals.
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Limited interaction with other healthcare professionals and the decision-making process.
organisation silos
People across departments have trouble aligning with each other.
documentation burden
Doing too much paperwork and administrative work.
process deviation & variation
Unexpected things e.g., rare emergencies could happen despite existing guidelines.
Key Requirements
We gathered seven high-level requirements that a system should potentially solve, and eventually orchestrate staff workflows from the service blueprint. The purpose of listing these high-level requirements is to measure the success of our proposed design solution in the later stage of this project.
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2.
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5.
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7.
To be context-aware of the situation happened about patients, even if the personnel is not present. To have a head start at the beginning of the day.
To establish teamwork and support in decision-making.
To have accessible and usable data with high mobility.
To classify the urgency of tasks and plan the right actions at the right time.
To be proactive to interact with passive information and reduce information overload.
To have control over their working habits, with a short learning curve to operate and manage a new system.
To be flexible on the fixed schedule from both the personnel and its context, and to be adaptable to plan the right actions.
Concept A:
Task Management System
What if, a Slack or Trello for medical professionals?
We proposed our first design concept as a smart task management system. However, the medical staff in Cardiology prefer a system that provides a clear overview of clinical information and flexibility in their workload.
Graph : Analysis of a task management system in the medical context.
Therefore, a task-managing system is not desirable.
The first design concept was used to define the positioning in the Cardiology market. We have eliminated the option of designing a task management system for the Cardiology staff. We, however, kept the design elements of prompting notifications and reminders and apply to our next design concept. Below we explain to the reader how we went from establishing the product-service positioning to a solution the Cardiology staff love.
Final Concept:
Prompt User
Liaison Service Experience
System
Prompted User Liaison Service Experience system
- pulse
An Optimized Solution
We propose the Prompted User Liaison Service Experience (PULSE) system. PULSE is an AI-supported interactive assistant, a 'smart bot' installed in hospital desktops and staff mobile phones. PULSE brings up vital information at the right time and place, optimizes staff workload, and streamlines staff workflow.
User Flow
Graph : Multi-user Workflow
PULSE
App Design
UX Flow
Tasks items are synced and shared virtually on both platforms. Task reminders pop up on the given time.
The mobile platform collects data from the interactive real-time dashboard, where the information is stored. The real-time dashboard is the control center and the overview of information about the medical professionals and the patients, while the mobile platform is in an user-centered view.
Events of the day are shared among the desktop platform and the mobile platform.
Tasks are synced in real-time from both platforms.
Pop-up notifications get user's attention in checking important medical results that were sent via an internal communication system.
Communicate with peers and colleagues in the 'My Group' section. Send and receive requests and documents via the two platforms.
In the 'assign task' mode, actions operated through any platform would be immediately seen between one another.
In The Palm of Your Hand, You Are Now Capable
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Keep up-to-date with the latest information from their organization.
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Track and trace their patients' health circumstances as well as their real-time location.
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Synchronize health data of their patients, and health notes from their peers with the interactive real-time dashboard.
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Organize their own working schedule, and share the availability with their colleagues.
Smart and Reliable
PULSE act as an extra support, an add-on to the current electronic medical record (EMR) system. We designed dashboards tailored to the nursing department and cath lab, showing intrinsic data and information extracted from the EMR systems.
Apart from the shared dashboard, we equip each staff with an interactive virtual assistant that they can access through work desktops as well as mobile phones. The smart assistant prompts notifications and reminders to the staff. Making sure they do not miss out on any critical information from other colleagues.
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Further, the system understands the timeframe of the activities/tasks of each staff. Also, it calculates the optimal sequence of each activity/task backstage of the system. Therefore, the staff can communicate clinical tasks more efficiently with just one click or tap on the screen.
artificial intelligence
AI is used in 2 ways:
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1. To learn the medical guidelines from the targeted medical institutes. Immediately plan the optimal workflow process that serves all necessary medical professionals. Data on the medical guidelines is needed. And the algorithm has to achieve the highest efficiency possible.
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2. To learn each and every type of Cardiological surgery, and the duration of each procedure, considering the health data/ co-morbid /risks of patients. The algorithm has to be able to maximize the effective usage of Cath lab rooms as high as possible.
cognitive computing
In cognitive computing, PULSE has the ability to simulate the working behavior of the user, giving the user the most efficient way possible of managing workload in executing their jobs.
Phenomenal
Outcome
PULSE Provides Medical Professionals With 7 Practical Benefits
context-aware
A clear overview on things that need attention, and be prepared.
teamwork
‘Visual aid’ facilitates teamwork. More engagement as a team.
accessible data
No misalignment of information and activities.
triage
Do not forget tasks. Do not miss out new and important messages.
proactive
Aligning with each and other staff. Every staff is on the same page.
autonomy
More time spent in providing care for patients.
flexibility
More patients can be treated each day. And reduce planning errors.
Statistics
15 min.
With PULSE
1 min.
Before PULSE
For nurses to thoroughly view a new patient file.
45 min.
Before PULSE
8 mins
For doctors to really get into eight patients.
8 ppl.
5 ppl.
With PULSE
Before PULSE
With PULSE
Amount of procedures being performed per cath lab per day.
Strategic
Roadmap
Sterile Technology
RTLS
Notification API
Sync Technology
System Overlay
HL7
Voice Command
Phase 1
connected staff engagement
Value Driver:
Guaranteed Efficiency.
Excellent User Experience.
connected
organization
engagement
Phase 2
Value Driver:
Superior Brand Awareness.
Phase 3
connected
well-being
Value Driver:
Revolutionary Technology.
Great Customer Satisfaction.
AI / ML
Holography
Advanced Telemedicine
Digital Twin
"This could be a real game changer, a life changer, definitely."
– Cath Lab Nurse
"It would make so much, the usability would be immense. It will be very intuitive, but also very connected."
– Resident Cardiology
Many thanks to the supervision team:
Ruud van Heur – Chair
Asli Boru – Mentor
Koen Noordermeer – Mentor @ Philips
Marleen van Leengoed – Mentor @ Philips