In early 2019, two designers from different product groups within the same company embarked on a journey to understand the end-to-end journey of medications as they are ordered, administered and billed. The resulting research enabled designers and product managers across both products to better understand the dependencies in each others’ experiences, and helped to shift product priorities.
In this case study, we’ll talk about our efforts to observe and map the end-to-end clinical documentation and revenue cycle workflows in the complex world of hospital medication management. In addition to the research methods we employed, we’ll discuss the artifacts we created and how we socialized our findings to product leadership in order to influence the product roadmap. We'll also shared some lessons learned for teams who are trying to create better end-to-end experiences within their organizations.
Takeaways:
1. Practical tips to build cross-product alignment and penetrate organizational silos
2. How to share findings in ways that resonate across products and disciplines, so product and engineering will come along for the ride.
3. An approach to research that combines quantitative feedback with workflow mapping and contextual observation
4. A glimpse into the complexity of Hospital medication ordering and administration.