Hereditary Cancer Assessment

Streamlining Patients' Cancer Risk Assessment Experience

The Cancer Risk Assessment is a web-based and mobile responsive digital tool designed to capture patients’ personal and familial medical history through a series of questions in order to quickly assess their genetic cancer risk; while also alleviating healthcare professionals from administrative tasks such as manual patient information gathering, and ensures data consistency and accuracy. 

CIQ.jpg

Roles & Responsibilities

  • Design Manager. I led and was hands-on with the designing process of the patient experience.

  • Product Manager/Owner. I was responsible for defining the flow/logic and future roadmapping of the digital tool, and working closely with the client base.

  • Scrum Master. I managed the scrum development team and facilitated scrum ceremonies with internal stakeholders.

Goals

  • Establish and continue to evolve design system while being consistent with company’s general brand guidelines 

  • Accelerate users' efficiency through improvements on processes and workflows in partnership with organization’s leadership and internal development team 

  • Streamline data gathering and syntheses process 

  • Reduce duplicative administrative task from both the workloads of field specialists and office administrative staff 

  • Promote data integrity across all of the organization’s systems 

Process Summary

01

Define Goals and KPIs

I worked with the business leaders to define the vision and ways to track the impact of the redesign and its survey experience. 

04

Experience the Appointment

I examined the patient experience by going through the physical patient journey at a clinic to better empathize with our users. 

07

Deliver the New Survey Experience

I designed and worked closely with developers to build and monitor the new end-to-end survey experience. 

02

Know the Users

I analyzed the data the team has on the user base to define the types of user that takes the survey in order to build empathy. 

05

Examine the Previous Survey Experience

I scrutinized the survey experience to identify enhancement areas and potential new feature opportunities to enrich the patient experience. 

08

See Results and Impact of New Experience

I worked with the development team to review KPIs and presented the numbers to leadership and clients. 

03

Understand Painpoints

I assessed users’ painpoints to make informed decisions for prioritization and further build empathy for our users. 

06

Design the New Survey Experience

I worked closely with the development team to review designs and discuss any limitations/trade-offs, and establish good design practices. 

02 Know the Users

I analyzed the data the team has on the user base to define the types of user that takes the survey in order to build empathy. 

 

The assessment was initially created with a single persona in mind - patients that are native English speakers or had higher education and will be spending a great deal of time at the clinics. However, after speaking to the clinic staff and visit the clinics, I saw benefits in expanding the profiles - such as to include those that help patients take the survey.

Patient Profiles
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03 Understand Painpoints

I assessed users’ painpoints to make informed decisions for prioritization and further build empathy for our users. 

 
Patients' Painpoints
  • The digital assessment questionnaire contains many questions and I do not have enough time to complete it between my arrival and when I see my doctor.

  • The questions are extensive, asking for information I do not know or cannot readily answer during my appointment.

  • I do not see the value of completing the digital assessment questionnaire as what is being asked is what the doctor and I will discuss during the appointment.

Image by Antreina Stone
Healthcare Staff's Painpoints
  • The digital assessment questionnaire contains many questions and I do not have enough time to complete it between my arrival and when I see my doctor.

  • The questions are extensive, asking for information I do not know or cannot readily answer during my appointment.

  • I do not see the value of completing the digital assessment questionnaire as what is being asked is what the doctor and I will discuss during the appointment.

Image by True Agency

04 Experience the Appointment

I examined the patient experience by going through the physical patient journey at a clinic to better empathize with our users. 

 

To build empathy for the patients, I visualized myself in  a patient's shoes by walking through the patient's journey in one of our client's clinic. I documented all the learnings, such as a sketch of the physical space, so that I can make informed and educated design decisions.

Clinic Walk-Through
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05 Examine the Previous Survey Experience

I scrutinized the survey experience to identify enhancement areas and potential new feature opportunities to enrich the patient experience. 

 
Example of question in previous survey experience

Questions Overload

Patients must complete the survey in one sitting and in the default order as they cannot save their progress.

Lacked Empathy

The survey looked mundane and impersonal, which may lead users to feel (more) stressed and anxious. 

Reading Fatigue 

Having multiple, similar questions on a page may cause confusion and fatigue to the patients taking the survey.

Unclear CTA

With a monochromatic color scheme, it may be hard for users to differentiate the call-to-actions from the content. 

Definition Confusion 

Certain words may be misleading or confusing to patients as reading levels may vary among patients. 

Information Type 

It is unclear what types of questions will be asked or what types of information patients will need to readily provide. 

07 Deliver the New Survey Experience

I designed and worked closely with developers to build and monitor the new end-to-end survey experience. 

 

Modularized Survey

Categorizing the questions and allowing users to save and complete the survey when they feel prepared. 

Added Visuals

Visuals were incorporated throughout the survey to reduce reading fatigue and appear less mundane. 

Added Logic

Breaking down questions further can reduce reading fatigue and confusion when completing the survey. 

New Design System

I created a new design system to draw attention between content and call-to-actions to further guide users along the survey. 

Tool Tip

Definitions were added to help minimize any confusion regarding what is being asked in the questions. 

Progress Breakdown

Survey questions were broken down further to provide users a sense of where they are and what to expect next. 

08 See Results and Impact of New Experience

I worked with the development team to review KPIs and presented the numbers to leadership and clients. 

 

Increased Patient Intake
 

2.5 out of 3 patients in comparison to the 1 out of 3 patients completed the assessment and were able to see their results prior to their appointment.

Faster Assessment Completion Time

Of those that completed the assessment, it took them an average of 23 minutes from start to finish. This is a significant improvement compared to the average of 37 minutes with the previous experience.