Customization and ease of use

The product is every UX designers dream, an invisible interface for the majority of users, healthcare providers. This comes at a price, the bulk of the interface and effort is put on the product administrators, IT professionals.


The problem

The challenge, is balancing these two user personas. On the one hand, there you have IT administrators that want all the control and customization possible in the interface which you, as a designer are inclined to provide because they see the majority of the interface in the product and you can assume they know the user better than you do, right? Then you have the healthcare providers, that need something that “just works” and does not get in their way because they have life-and-death decisions to make so any unnecessary technological distraction could cause someone their life.

As a result of this, every design is poked and prodded from each user persona’s perspective as well as the age-old question: “what’s the benefit for the user?”
In my time at this establishment has been a simple yet scalable license management design among other features described below several user validated widgets unique to our software.

The solutions

I contributed to the design of a secure e-prescribing solution called Confirm ID. The business driver was state regulations were becoming stricter, requiring all controlled substance be prescribed electronically. In order to do so, a clinician was required to verify their identity with two-step verification. The system we designed had to address multiple levels of security, many combinations of authentication methods, and improve the clinical workflows to ensure user adoption. The design required high-level concept understanding, as shown below. As well as, a deep understanding of the workflow and edge cases in order to handle the worst-case scenario gracefully.

CID iterations.png

The next project I took on had a similar challenge, where there are many authentication method options available but I want to make sure the user does not have to think in order to authenticate into a computer.

An additional challenge was with a new mobile product, where I identified the 3 discrete challenges for mobile application adoption and potential solutions to address them.