The Client
One of the largest healthcare companies in the US
Results that Matter
A team responsible for tracking the exposure, status, and impact of COVID-19 on essential healthcare workers was building a new tool to receive and track caregiver information. This team wanted to be able to know who was exposed, who should be on furlough, and comply with regulatory guidelines and restrictions that varied from county to county. This team needed the ability to make confident decisions in rapidly changing conditions and have regional level insight into data and trends. We delivered a process design that aligned the data collection, organized the data into a single source, and designed and delivered a single dashboard for all relevant stakeholders to access. The process and data collection redesign delivered a consolidation of forms to minimize call time and reduce irrelevant data collection. The new process also provided clear sorting criteria to direct call center agents and leveraged a single call center portal for easy access. Dashboard insights included call center volumes, performance, areas of need, and searchable records.
How We Did It
We focused on creating a great experience for frontline staff and empowering managers with the information they needed. We conducted qualitative research with staff and managers to discover their questions, points of confusion, and messaging to understand the potential risks for this new process. We tested our ideas early in tight collaboration with our sponsor team. We prototyped in PowerApps and rapidly iterated the solution based on usage and experience. Typical deployment lifecycles were a matter of hours, given the urgency for this solution we launched quickly and refined rapidly to incorporate user feedback.