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03 Case Study
Spend less time chasing compliance and more time helping patients.
RoleProduct Designer (Contract)
SkillsCase Study
User Research
UX/UI Design
Prototyping
Background
Una Health is a suite of comprehensive mobile-first solutions for hospital networks, staffing agencies, and healthcare professionals. One major initiative the company had was to simplify the onboarding process for medical professionals with the creation of their Bedside Manner Assessment (BSM). By implementing this new behavioral exam, healthcare organizations can ensure that hired professionals fit into their roles just right, thereby enhancing patient interactions and overall satisfaction.
At the time of our project, Una’s BSM platform was in its infancy and essentially a blank canvas for my team and I at Berkeley Innovation to work on!
Problem
Una Health had previously conducted research on the applicant side and needed help collecting information for hiring-facing clients. Additionally, Una requested assistance in creating user interfaces to be utilized by both professionals taking the BSM, and the hiring managers reviewing their applicants’ scores.
Solution
Our team conducted several interviews with healthcare administrators and prepared a case study to solidify Una’s value proposition for their assessment platform. My team and I also created high-fidelity interfaces for the assessment that was previously in a basic form format.
JUMP TO SOLUTION
As previously mentioned, Una Health only had data on healthcare employees, such as registered nurses, and their opinions on the BSM tool. To present a more comprehensive view in our case study, we needed to gather insights from administrative users as well.
In light of the varied backgrounds and specialties of our interviewees, our team was intentional in tailoring our questions to align with the unique needs and challenges faced in each profession. Recognizing that a one-size-fits-all approach wouldn’t yield the depth of insights we were looking for, we designed our questions to explore the specific responsibilities, pain points, and goals relevant to each individual’s role.
To prepare for our interviews we set the following intentions:
Meet Our Healthcare Admins
By focusing on customized, role-centric topics, we aimed to foster more authentic and insightful conversations that would further the credibility of our case study. This approach enabled us to capture a richer understanding of each interviewee's perspective, paving the way for more nuanced findings that reflect the true diversity of professional experiences.
What did we gather?
Following the completion of our interviews, we uncovered insights that became the driving force of both our case study and determining priorities for the development of BSM platform.
HCAHPS refers to: the Hospital Consumer Assessment of Healthcare Providers and Systems survey is a tool that measures patient satisfaction. It's used to assess the level and quality of care patients receive in hospitals across the country.
The term “bedside manner” is a key part of a medical professional’s daily work. At the heart of every patient interaction is the goal of building trust and promoting healing. How healthcare providers approach and communicate with patients can greatly impact not only the patient’s experience, but also their openness to treatment and learning. Strong bedside manner can improve communication, reduce errors, and foster better outcomes.
That’s why Una Health is working to close a critical gap in the hiring process, ensuring that medical facilities bring on not just the most technically capable candidates, but also the most compassionate and personable ones. They’ve identified a strong correlation between high scores on behavioral assessments and strong job performance. By integrating these assessments into hiring workflows, administrators gain a valuable tool to evaluate potential employees beyond their resumes.
The insights we gathered throughout our case study played a key role in shaping our design decisions for Una Health’s beta assessment platform, helping us align the tool with the real needs of both hiring managers and healthcare professionals.
🔒 Due to privacy restrictions, the actual content of our case study is redacted, but a general outline of work is given below. Feel free to reach out for a more in-depth explanation of our process and decisions.