Merit-Based Incentive Payment System
Designing a healthcare B2B web app
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What is MIPS?
The Merit-based Incentive Payment System (MIPS) is a new regulation by which eligible clinicians will be measured by U.S. Dept. of Health Services to determine if they are providing quality patient care in an efficient way.
Regenstrief Institute wanted to build an online platform for physicians & healthcare advisors where they can report & track performance efficiently and decrease administrative burdens.
THE CONTEXT
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Create a MIPS data reporting system to track performance and reduce the overall administrative burdens for physicians and healthcare advisors.
PROBLEM SPACE
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Hospitals pay Millions of dollars in penalties
In 2018, 73% of hospitals were penalized by the govt. due to their inability to report data about the quality of service provided to the patients. Tracking this data can incentive and ensure that better care is provided.
WHY IS IT IMPORTANT?
My Role
I worked as the UX Designer on this project. My responsibilities included:
The Team
An 8 person multidisciplinary team was formed which consisted of:
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Stakeholder Meeting + Project Kickoff
Product Goals
Constraints
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Who are Users?
TARGET AUDIENCE
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Meet Richard
COLLECT DATA
Richard is a healthcare advisor in a hospital. His job is to collect data from physicians, & derive meaningful insights.
CURRENT SCENARIO
CALCULATE SCORE
He then calculates a performance score based for each physician and shares the score with hospital administration.
GIVE RECOMMENDATION
If the performance score is low he has to go to the physician & recommend them about things they can do to improve their score.
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The Solution
A customizable web based application which can record data, generate scorecard and conduct what-if analysis to save time and provide meaningful insights.
FINAL OUTCOME
The Design Process
“An ideal tool would help me in reporting data accurately and taking data driven decisions”
QUOTE
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Interviews + Observations
We interviewed and observed four users from different health organizations. Some of the questions were:
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Users mainly use MS Excel spreadsheets to enter data and frequently edit values in the tables to compare their scores
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Users want to quickly find and organize relevant data and practises from several others in the assessment list.
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They want to see the results in a concise and visual format which is easy to understand, share with stakeholders
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Due to the complexity of process and calculations they often fail to complete & deliver meaningful analytics reports on time.
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What we learned?
RESEARCH INSIGHTS
Problems to Solve
Long reports and high error rates
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Tedious process to analyze the data
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Organizing & searching data in reports
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Time consuming calculations in Excel
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Reframing the Problem
How might we empower Quality Improvement Advisors to gather, compile, and analyze clinical reports, so that they can quickly make appropriate recommendations for corrective actions?
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A dashboard which shows all the important and frequently used features at one place to help users navigate faster
Report Summary
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Showing meaningful visualizations for the user to glance and understand the reports in an much efficient way
Visual Scorecards
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Create new reports and save previous ones at one common place to search and compare anytime they want
Create Reports
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Give users opportunity to rework and check different scores without affecting the original scores in the report
Custom Reports
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Design Requirements
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User Journey
QIA goes to the organization
Gets data from the providers
Inputs the data in the web app
Generates scorecard
Does what if analysis
Gathers recommendation
Gets trends and comparisons
Downloads and saves the report
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Flow Diagram
Log In
Dashboard
Create New
ACI
Quality
CPIA
Add / Edit
What if
Scorecard
View Report
Download
Upload
MIPS Task Flow Diagram: Users
Provider
Add/Edit Provider
Login with username & password
Forgot password
Create new report
View previous report
View scorecard
Compare scores
Dropdown fields to select data
Date selector
Table for all 7 measures
Add data to table like excel
Search within the table
Checkbox for common measure
Upload csv file into table
Edit/delete data
What if analysis
Table with the activities
Checkbox for each activity
Search activity table
Real time score display
Table for individual scorecard
Charts for score Download scorecard
Data input temporary
Check score
Download scorecard
Table with all the providers
Search within the table
Add new provider
Upload csv file into table
Upload CSV files directly
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Sketching Explorations
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Initial Wireframing
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Design Iterations
Dashboard v1
Dashboard v2
Dashboard v3
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Dashboard v1
Dashboard v2
Dashboard v3
ISSUES:
ISSUES:
ISSUES:
Internal Critiques
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UI Inspiration
MOODBOARD
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Style Guide
TYPOGRAPHY
H1 Roboto 48px
Body Text Demo
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua.
H2 Roboto 36px
H3 Roboto 24px
H4 Roboto 18px
PALETTE COLORS
PRIMARY BUTTON
SECONDARY BUTTON
DEFAULT BUTTON
MUTED BUTTON
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Visual Design
HIGH FIDELITY
1. Sign In
3. Dashboard
4. Create New
2. Add ACI
5. All Reports
6. View ACI
7. View Quality
7. View CPIA
9. What-if Analysis
10. View Provider
11. ACI Report
12. Quality Report
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Dashboard
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View Report
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What-if Analysis
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Report Scorecard
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User Testing
Dashboard v4
Dashboard v5
ISSUES:
FIXED:
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User Testing
Upload File
Excel Template
ISSUES FOUND:
Users upload unformatted CSV file which created wrong reports & scores
SOLUTION CREATED:
Created a CSV & Excel template to fill and upload existing data
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User Testing
Scorecard v1
Scorecard v2
ISSUES:
FIXED:
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Design Specs
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The Result
Currently used by Quality Improvement Advisors (QIA) to guide 15,000+ clinicians across universities, health systems and independent provider-practices in five Midwestern states.
This tool is helping healthcare institutions to save thousands of dollar and increasing the quality of patient care by incentivising the performance of physicians, providers etc.
PRODUCT IMPACT
What I Learned?
REFLECTIONS
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Have a clear scope & problem statement
If the problem framing is not clear, it could lead to an endless churn of design iterations that are not easy to test. Understanding the scope really helps in understanding how broad our design funnel can be, before we dig deep.
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Include PM & developers in the design process
UX is the responsibility of the whole product team, not only the designer. To improve collaboration I tried to involve the developers in testing sessions and engaged them in design process. They often had a better understanding of data, edge cases and other parts that I missed.
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Constraints help us focus on what matters
By paying attention to constraints – and working within the creative space they afford us – it’s possible to create something slim and functional that users will adopt. Constraints can guide decisions and resolve ambiguity.
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Get feedback & test early to find problems
I conducted 2 rounds of testing to ensure we build the right product. Development started only after usability issues were addressed. It helped me to validate assumptions and uncover hidden issues using actual user feedback.
Thank you!