Talk Case Tracking System
A comprehensive contact tracing and patient communication platform designed for healthcare providers to manage medical templates, patient outreach, and clinical announcements efficiently.
My Role
- UX Designer
- User Research
- Information Architecture
- Prototyping & Testing
Platforms
- Desktop web
- Mobile web
Year
- 2022-2023
- Mobile Responsive
- Healthcare Systems
Problems
We analyzed existing systems and identified three major problems:
Too Much Manual Work
The system depends a lot on people doing things by hand. That means it can't track what patients need or send reminders automatically. This makes it harder to manage things well, and mistakes happen more easily when people forget stuff.
Inconsistent Workflows
The system can't keep track of patient needs or reminders across all departments. Since a lot of info is passed around by hand or on paper, it's easy for things to get missed or messed up.
Paper Takes Time and Causes Problems
Using paper takes a lot of time and isn't very reliable. It's easy to lose papers or make mistakes, and it's hard to keep patient info safe and easy to access.
Opportunities
How might we make patient visits easier and clinic workflows simpler through automation?
Goals
We transform the clinic's key issues into solution directions and opportunities for redesign.
Too Much Manual Work →Automate Manual Work
The system should provide automation features, such as automatically tracking patient needs, sending regular notifications and reminders. It should adapt to the requirements of different specialties and patient types, improving management efficiency while reducing manual intervention and the risk of errors.
Inconsistent Workflows →Make Clinic Management Easier
By utilizing a unified digital platform, clinic and patient education materials can be integrated, and the appointment reminder process can be digitized.
Paper Takes Time and Causes Problems →Digital Information
Digitizing paper records and post-operative education materials enables structured data storage and tracking. Additionally, an intuitive patient-facing interface allows easy access to relevant information and reminders, enhancing the user experience.
User Personas & Stories
Clinic Operator
Role Description
Responsible for managing patient communications, coordinating appointment reminders, and ensuring consistent messaging across all patient touchpoints in the healthcare facility.
Goals & Needs
- •Efficiently send personalized patient communications using templates
- •Track patient engagement and response rates
- •Automate routine appointment reminders and follow-ups
- •Maintain compliance with healthcare communication standards
Pain Points
- •Manual creation of patient communications is time-consuming
- •Difficulty tracking which patients have received communications
- •Inconsistent messaging across different departments
Clinic Specialist
Role Description
Medical professionals who need to communicate complex treatment information, post-care instructions, and follow-up requirements to patients in an accessible and compliant manner.
Goals & Needs
- •Quickly access specialty-specific communication templates
- •Customize medical information for patient understanding
- •Ensure accurate delivery of post-treatment instructions
Pain Points
- •Limited time to create personalized patient communications
- •Difficulty ensuring patients understand complex medical information
- •Lack of templates specific to their medical specialty
Design Principles
Our approach is shaped by three principles to support clinic operations and decision-making.
Flexibility & Customization
Allow configurable settings to adapt to different medical specialties, patient needs, and clinic workflows.
Seamless Integration
Ensure compatibility with existing clinic systems, enabling smooth data exchange and minimal disruption.
Clear & Actionable Information
Provide structured and easily digestible information, enabling users to make timely and informed decisions.
Deliverables
Step-by-Step Case Tracking Setup
1.Diverse Template Support
- •Provides multiple preset templates covering common tracking scenarios (e.g., pre-surgery reminders, post-surgery care, routine check-ups).
- •Clinics can customize template content as needed, allowing flexible application across different specialties and patient types.
2.Clear Workflow
- •Designed with a step-by-step approach, breaking down case tracking setup into simple stages (e.g., selecting a template, setting timing, confirming notifications).
- •Each step includes clear guidance to help users complete the setup quickly and reduce errors caused by unfamiliarity.
Dynamic Tagging and Tracking in Member List
1.One-Click Tagging in Member List
- •Clinic staff can directly assign tracking tags to cases within the member list without switching to another page, enabling quick tagging.
- •Aligns with daily clinic workflows, enhancing intuitiveness and convenience.
2.Automated Scheduled Notifications
- •Supports a "scheduled time" feature when tagging, allowing case tracking messages to be automatically triggered and sent at a predefined time, independent of the tagging moment.
- •Ideal for scenarios requiring specific timing, such as post-surgery care notifications or routine check-up reminders.
3.Batch Tagging Function
- •Enables real-time visibility of tagging status within the member list, allowing clinics to adjust or confirm settings as needed.
- •Supports batch tagging, allowing multiple patients to be assigned tracking tags simultaneously, improving operational efficiency.
Message
1.Quickly Add Message Types with One Click
- •Users can effortlessly add text, images, or interactive message types with simple clicks.
- •Each type is presented in a modular format, allowing flexible combinations. This intuitive design enables clinic staff to quickly create multi-page messages tailored to different needs, reducing setup complexity and saving time.
Reflections
This project taught me that agile sprints should focus on simple, actionable features to enable quick validation and stay true to agile principles.
At the time, the system architecture couldn't support the new feature, requiring significant backend changes and extending the development timeline. A lack of clearly defined use cases and cross-functional alignment also made the workflow overly complex, which made it difficult for the sales team to promote the feature after launch.
I was too focused on delivering the feature and overlooked the importance of aligning with Business Development and Account Managers on the user story. As a result, the final implementation didn't fully match business needs, affecting its initial impact.
Fortunately, we later identified the right use cases and marketing strategy, and the feature eventually became a product highlight. This experience reinforced that beyond technical feasibility, early alignment with business teams and clear use case definitions are key to driving product relevance and adoption.
"early alignment with business teams and clear use case definitions are key to driving product relevance and adoption."