BACKGROUND

When I first joined HealthEdge in Jan 2016, the UX at the company was non-existant. I realized from my orientation that we had no socializable knowledge of who we were making the software for. All the knowledge remained locked in with Sales SMEs and Product Managers. After talking to Engineers, QA and Documentation folks, I realized this was more problematic than I first thought because they had asked this and no one had helped. Stories were being written within the context of Personas and hence a lot of churn was around validity of the effort involved as Engineers simply asked why are we doing this?. Since Care Manager is a critical complimentary product to main Payor product, it was imperative that I undertook this research.

MY ROLE

As the first order of the day, along with other products, I started research on this product as well. Some persona information was compiled in a raw format by a SME which I used as basis of this research. I made over 10 site visits, met over 60 users and interviewed them. I performed Task Analysis and Contextual Inquiries with my team. I collected data via surveys as well on specific issues. Focus group of 13 users was created through the same exercise. I then created communicable Persona posters which can become the internal "speak" of the Product and Engineering teams. I held a Lunch and Learn in which I educated rest of the company on the Power of Personas and also revealed the Posters for general availability.

Over a period of time, my team and I have logged over 140 hours of moderated Usability Testing.

The product serves over 11 Personas

Care Manager Personas.

You can view them here in full screen

Empathy Map of 2 Personas

Journey Map of Case Manager performing Case Management