Patient care CRM (CareMetx)

Research goal: discover nurses' needs and pain points 

​​​​​​​Key findings

User flow is not intuitive

Participant quote: "It's really annoying that I first have to add the barriers before I can read what they are about"​​​​​​​

While they are on a call with a patient, users discuss the barriers that the patient might face during their treatment. Talking points per barrier give the users guidance when they're talking with patients. But before even knowing what the talking points are about, users need to add the barrier to the patient record in order to read them. If it turns out that the barrier was not relevant after reading the talking point, the user has to remove it from the patient's record.

Crucial information is out of reach

Participant quote: "Reviewing call notes was so much easier with the previous software" ​​​​​​​

Before starting a call with a patient, a user reviews the call notes that were made during the previous call. However, the previous notes are not attached to the call the user is about to make. To see the notes from the last call, the user needs to go to the Communications tab, change the display from calendar to list, choose the last call record from the list and then click on the Dial Attempt. Users would also copy paste these notes in an external document to have them available for the upcoming call. 

Participant quote: "She's probably going to be at Central Time. What time is it there?" 

Information about when a patient prefers to be called and in what time zone they live, is another example of frequently used information that is far away from the related task. A quote that illustrates this: 

Functionalities are not well known

Participant quote: "No way! I didn't know this was clickable! I should tell Marielle, I wonder if she knows" 

Users can click on the steps of the progress bar to navigate the call flow, but its vertical design is uncommon. I wanted to know if users recognized this as navigation, so I would ask: "How do you go back to a previous step in the call flow?" Users answered they would use the "Back" button, and after probing them it turned out they did not know it was clickable, so they never used it.

Similarly, most users were not aware of the global search functionality and the ones who were had only used it a few times. A quote to illustrate this: 

Participant quote: "To be honest, I think I've only used this once or twice ever" 

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