Clinic by the Bay

A Design for Growth

Service redesign for the Health Coach Program

Team

Taylor Cohn, UX Researcher

Ana Shuleva, UX Designer

Oletta Reed, UX Designer

Duration

13 Day Sprint

My Roles

Client Point-of-Contact

Client Interview

User Interview

Eco Map

Service Blueprint

Research Synthesis

Overview

Health coach program needs data

Within the last few years their health coach program (HCP) - a program that focuses on improving chronic health issues through diet and lifestyle changes - has grown immensely. A recent transition of their electronic health record (Athena) system has left them with scattered data and a large need for collecting new data so they can track the effectiveness of the program.

Clinic by the Bay (CBTB) is a non-profit volunteer-based medical clinic in San Francisco, CA

We worked with CBTB to design ways they could track the effectiveness of their health coach program

The Problem

A new electronic health record (Athena) system

CBTB transitioned to Athena and was unaware of how to utilize key data collection features.

Lack of reportable data

Health coaches program would only collect two points of qualitative data over a full patient program (six months).

Additional Funding

Two-year funding for health coach program is depleted and a proposal for additional funding is needed.

Goals

Exploiting the potential of Athena

Discover low budget option for collecting and tracking data.
Examine and evaluate current data collection methods.
Present deliverables for a service redesign of the health coach program.

Approach

Understand the structure of the clinic's ecosystem and identify the health coach programs key contributors goals and pain points.
Identify current data collection and research points of further collection.
Analyze Athena's capabilities and research third-party sources for data collection & reporting.

Outcomes

Identified key collaborators to implement our service design.
Made clear recommendations for new points of data collection, revisions of current surveys, and future considerations.
Collaborated with the project manager to create customized fields within Athena for data collection/reporting.

Discovery

Define

Deliver

Discovery

Anchor 1

What is the problem, goals, and who are our users?

Stakeholder Interview

Based off of our clients brief and secondary research, we were able to get a surface level understanding of who our client is and what they were working with, but we were left with only assumptions in regards to what the primary problem was and who it concerned.

We needed to learn:

The scope of each stated problem and how they impact the companies vision.
How have past attempts to track data been successful or unsuccessful?
Who is our target audience?

Which staff has an influence on the health coach program?

Identifying Interview Participants - Ecosystem Chart

From our stakeholder interview we learned that they needed data for their health coach program and because of that we would be designing for their staff.

Using an ecosystem chart we identified which staff members would be most appropriate to interview.

Full-Eco-Chart_With-Interview-Callouts.p

Staff members who have an influence on data collection or reporting for the health coach program.

Who are do we target our design for?

Synthesizing our data

Of the seven staff members we interviewed, we determined that there were three who could have a direct influence on collecting/reporting data from the program.

Of those three staff members, some of the things we wanted to learn from them were:

How each staff member influences the program?
Who utilizes the data and how?
How they currently tracked patient progress?
Current limitations of the program?
Future plans for the program?

Affinity mapping to identify trends that were communicated by interviewees.

Identifying their needs and goals

Empathy mapping

"I want to be able to access data in a meaningful way"

"Two-year funding is up, could be renewed with proper outcome reports"

"I am able to gather data and generate reports, but I need searchable data"

Bringing it all together

Refining our hypothesis

Identifying a structure for collaboration

Ecosystem Map

Once we were able to identify each staff member's involvement with the health coach program we mapped out a proposed ecosystem that would generate collaboration, and achieves the most commonly expressed goal, to develop a report-generating and useable health coach program.

Ecological-Map_Data-Management_w-CallOut

Individuals within the clinic that intake, review, or generate reports from collected patient data

Utilize In-House Expertise to:

Create customizable data entry fields in Athena
Provide training for health coaches to locate and input data within the patient files
Communicate what data is needed to generate specific reports

Collaborate with lead health coach & clinic manager to:

Address standards for data collection among all health coaches
Identify and implement opportunities for growth
Report program outcomes

Define

Anchor 2

Collecting more structured data will allow Clinic by the Bay to provide meaningful results that will allow them to track the effectiveness of the program and secure more funding to grow the health coach program.

Individuals who can manage/identify goals, limitations, and growth of the health coach program

Data Collection: What, When, Why

Service Map

Creating a service map (see link below) gave us a visual of how what data was collected and when. This allowed us to recommend additional points of data collection in a way that easy and effective.

The goals of these new points of data collection were to:

Provide quantifiable data that would reflect patient progress and program effectiveness.
Add qualitative data that would reflect patient progress and satisfaction.
Be easily collected an inputted into Athena

Session notes were handwritten then scanned into Athena, and therefore could not generate an assessment report.

VS

We collaborated with the project manager to ensure each new point of data collection could be inputted into Athena.

See the complete service blueprint for each session

Initial Session

Follow-Up Session

Optimizing [Pre & Post] Surveys for Athena

Content Inventory & Optimization

The health coach program only had two sets of reportable data (pre & post surveys) but because these would never be entered into Athena there was no way to assess patient progress or program effectiveness.

We did a content inventory to assess what data would be essential in tracking a patients progress and satisfaction.

We reduced the number of pre & post surveys to one each and created a mid-point assessment to:

Reduced redundancies across multiple surveys.
Removed questions that posed possible confirmation biases.
Provide a comprehensive analysis of a patients progression.
Create centralized surveys that could be inputted into Athena.

Deliver

Anchor 3

The current pre & post health surveys - all unable to be entered in Athena.

Check out the proposed health surveys

Pre-Survey

Assessment

Post-Survey

Moving Forward

Using Data to Generate Additional Funding

With the intention that CBTB will utilize this new data to generate reports, we believe that they will be able to demonstrate the effectiveness of this program and ultimately receive additional funding for the program. With this additional funding we recommend:

Using a HIPAA compliant third-party survey tool to collect data and generate reports from the pre-survey, follow-up assessment, and post-survey
Providing incentives for patients engaging in the health coach program
Hiring nutritionist to provide health coaches with further training/knowledge

A Design for Growth

Service redesign for the Health Coach Program

Team

​

Taylor Cohn, UX Researcher

Ana Shuleva, UX Designer

Oletta Reed, UX Designer

​

Duration

​

13 Day Sprint

My Roles

​

Overview

Clinic by the Bay (CBTB) is a non-profit volunteer-based medical clinic in San Francisco, CA

We worked with CBTB to design ways they could track the effectiveness of their health coach program

Discovery

What is the problem, goals, and who are our users?

Stakeholder Interview

​

Based off of our clients brief and secondary research, we were able to get a surface level understanding of who our client is and what they were working with, but we were left with only assumptions in regards to what the primary problem was and who it concerned.

​

We needed to learn:

The scope of each stated problem and how they impact the companies vision.

How have past attempts to track data been successful or unsuccessful?

Who is our target audience?

​

​

Which staff has an influence on the health coach program?

Identifying Interview Participants - Ecosystem Chart

​

From our stakeholder interview we learned that they needed data for their health coach program and because of that we would be designing for their staff.

Using an ecosystem chart we identified which staff members would be most appropriate to interview.

​

Staff members who have an influence on data collection or reporting for the health coach program.

Who are do we target our design for?

Synthesizing our data

​

Of the seven staff members we interviewed, we determined that there were three who could have a direct influence on collecting/reporting data from the program.

Of those three staff members, some of the things we wanted to learn from them were:

​

How each staff member influences the program?

Who utilizes the data and how?

How they currently tracked patient progress?

Current limitations of the program?

Future plans for the program?

​

Affinity mapping to identify trends that were communicated by interviewees.

Identifying their needs and goals

Empathy mapping

"I want to be able to access data in a meaningful way"

"Two-year funding is up, could be renewed with proper outcome reports"

"I am able to gather data and generate reports, but I need searchable data"

Bringing it all together

Refining our hypothesis

Individuals within the clinic that intake, review, or generate reports from collected patient data

Utilize In-House Expertise to:

Create customizable data entry fields in Athena

Provide training for health coaches to locate and input data within the patient files

Communicate what data is needed to generate specific reports

Collaborate with lead health coach & clinic manager to:

Address standards for data collection among all health coaches

Identify and implement opportunities for growth

Report program outcomes

Define

Collecting more structured data will allow Clinic by the Bay to provide meaningful results that will allow them to track the effectiveness of the program and secure more funding to grow the health coach program.

Individuals who can manage/identify goals, limitations, and growth of the health coach program

Session notes were handwritten then scanned into Athena, and therefore could not generate an assessment report.

VS

We collaborated with the project manager to ensure each new point of data collection could be inputted into Athena.

See the complete service blueprint for each session

Optimizing [Pre & Post] Surveys for Athena

Content Inventory & Optimization

The health coach program only had two sets of reportable data (pre & post surveys) but because these would never be entered into Athena there was no way to assess patient progress or program effectiveness.

​

We did a content inventory to assess what data would be essential in tracking a patients progress and satisfaction.

​

We reduced the number of pre & post surveys to one each and created a mid-point assessment to:

​

Reduced redundancies across multiple surveys.