Case Study: Insight Prioritization and Product Roadmapping for a Behavioral Health Practice
The following project is a summary of the research methods, insights, and actions taken to prioritize operational and clinical initiatives within a behavioral health organization.
Background
Role
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​Chief Clinical Officer
Duties​
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Manage team of researchers and clinicians focused on data-informed operations and processes
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Monitor and manage usability of organization's electronic medical records system
Collaborators
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Stakeholders
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Development team
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Clinical Leadership team
The Challenge
The organization's strategic plan included clinical quality as an initiative to align with healthcare quality standards.
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Organization did not have any clear insights about clinical quality and electronic medical records system
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Organization did not know what insights to prioritize
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Research Objectives
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Identify insights about the organization's adherence to healthcare quality standards
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Identify actionable insights consistent with user needs and clinical quality standards
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Prioritize actionable insights
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Secondary Research
I first conducted secondary research on healthcare quality standards. I then designed a schematic and disseminated the findings during a state of the center address to all users and stakeholders.
User Interviews
Conducted interviews with users representative of all possible user personas about clinical quality and web-based EMR.
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Participants
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Regional Clinical Director
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Administrative Staff
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Supervising Clinician
Affinity Mapping
Identified common themes of pain points in the organization and web-based EMR.
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Main Themes
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Safety
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Documentation and Compliance
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Clinical Procedures
Themes
Organized themes and disseminated findings to stakeholders
Insights
Identified primary insights and disseminated findings to stakeholders
Prioritize Insights
Prioritized insights based on impact and probability of design solution
Recommendations and Next Steps
Provided stakeholders with recommendations for actionable insights and next steps to take based on data.
Project Roadmapping
Assisted developers in roadmapping feature rollout with user insights in mind.
Conclusion
The methods used in this project resulted in the following changes to the electronic medical records system:
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Addition of a incident report feature to electronically document and store incident reports to address user needs
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Second iteration of progress note feature to reflect user needs to have documentation consistent with clinical, payor, and legal standards
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Second iteration of check-in/check-out feature to reflect user needs to have documentation consistent with clinical, payor, and legal standards