The Application Process Flow Map on the right was created to visualize the workflow for a formal and
informal verbal communication in a re-usable phone utility. This feature is designed to identify what type
of communication is required (phone now, phone delayed, or fax) and who is allowed (Non-Clinical or ICM
RN) to communicate the informal approval for additional bed days including details of the communication
being sent and the details of the activity completion. Turn-Around-Time Rules determine which verbal
communication is needed. The communication form is actionable in a window that slides in from the right
side of the screen.
UX/UI for Informal and Formal Communication Utility
After an admission review, if more information is
needed, the system will display a pop-up message
alert that a notification call is required.
A facility, number, and a script displays. A call is made. If
the is successful, the Call Successful, Existing Provider
Contact form displays.
Default Notification Screen Notification: Potential
Adverse Determination screen slides in from the right.
Default Notification Screen Notification: Potential
Adverse Determination: Existing contact is selected in the
drop down menu and outcome fields are saved.
Communication Activity Added to the Activity Log
Application Process Map (app map)
Wire-frame Workflow for Communication Activities
Proposed New Workflow for Communication Activities
Option 1:
As opposed to opening a window sliding in from the right, option 1 shows opening the communication
utility within a new browser tab.
Click on images to enlarge
Pain Points
•
Navigation too restrictive
•
Need easy access to information or know where to look quickly without
having to go outside or search for many records in many facilities.
•
Many users suggested creating a more intuitive pathway to be able to access
the data they need.
Specific Need
•
User should be able to navigate through case while documenting a phone call.
Option 3:
As opposed to opening a window sliding in from the right, option 3 shows opening the communication
utility directly from a re-designed Activities Log changing it to an expandable accordion list with
actionable sections.
Click on images to enlarge
Option 2:
As opposed to opening a window sliding in from the right, option 2 shows opening the communication
utility within section tabs from the dashboard.
As part of an Agile Team, using qualitative user
feedback from field studies, a determination was
made to upgrade the existing search engine. See
how a more robust predictive text search engine
simplified this interface and made it easier for the
user to find a member and the policy.
Designing Components
to become part of a Design System
I was part of a design group helping to build an asset
library to add to the design system streamlining the
hand-off process. I contributed to new button
designs, chip and label designs, alert and warning
designs, a probability scale and rules for long menu
selections. Here is part of a creative brief explaining
the process.
ICM Modernization project
Based on behavioral data and obvious pain points
from users to improve readability and usability, this
design was a much improved user interface. We
added functionality and were able to update the
visual look and feel to be consistent with the new
brand style guide.
Call Unsuccessful, Logged as In Progress
As a visual designer, I was asked to create an internal quarterly
newsletter for the Optum Modernization Project. Here are 3
high fidelity mock-ups that were presented to stakeholders.
