The Challenge

Disparities in patient data across U.S. healthcare facilities often lead to preventable deaths and increased readmission (especially among the elderly population), and ultimately, skyrocketing healthcare costs. In order to address these issues, Remedy Partners needed a streamlined design approach in order to scale and expand their product offerings.

Role // Director of UX
Activities // Research, design, usability testing, development support
Deliverables // Design systems, experience flows, maps, personas, documentation for development
Client // In-house at Remedy Partners – NYC

The Company

Remedy Partners is a healthcare startup whose aim was to build and provide technology and services that would lower healthcare spend and improve patient outcomes. This was done by ensuring timely data was accessible across healthcare facilities, which ultimately helped patients be cared for in the right settings at the right time.

When I joined the company, Remedy Partners had built the start of a fully-functioning product, Episode Connect, which was used in hospitals across the U.S. to seamlessly integrate data along a patient’s “episode” or stages of care. It was created to directly address the Bundled Payments Care Initiative, or BPCI, which was a part of the Affordable Care Act.

(Remedy Partners was acquired by Signify Health, with IPO’d in 2021.)

Objectives

  • Redesign and enhance Episode Connect, Remedy’s main proprietary web app, to be more user-friendly across user groups and facilities, better accommodate heavy patient data, and be optimized for mobile
  • Build new internal tools that help to operate Episode Connect and all of Remedy’s operations as it grew
  • Build Remedy’s new proprietary patient care app, used in partnering facilities across the U.S.

Approach and Activities

  • Ongoing insight research with nurses, patients and call center individuals within their facilities to deeply understand the use of Episode Connect and other tools within their ecosystem
  • Persona and experience map creation as artifacts to better communicate our goals internally
  • Iterative UI/UX design with close collaboration with our product owner, internal stakeholders and development team
  • Weekly scrum activities including sprint planning, demos and retros
  • Creation of detailed Invision prototypes for use in development and documentation
  • Establishment of more human-centered and streamlined processes within the organization

The map below, which details the complex functionality for Episode Connect, is one of many I created as a source of truth so our product, design and development teams could all be in sync about the decision tree logic that exists under the hood. As living documents, adjustments were made along the way to incorporate changes in process, services, technology, etc.

The Outcome

  • While leading the design team, we created a multitude of tools that helped grow Remedy’s operations. Our work served as a visual and functional groundwork for the future of Remedy’s products.
  • Via research and sifting through heavy documentation of patient data and their use across a patient’s episode, the design and product teams together created a more sustainable suite of products that could easily adjust to frequent changes in the healthcare world.

The Design Team

  • Director of UX
  • Lead Designer
  • Senior Designer
  • Designer