1177 - Case Management System
Redesigning the case management system
As a consultant I was a part of 1177.se team working towards both citizens and nursing staff. After I'd been there for a few months as a consultant I identified a common problem and pain-points from nursing staff and administration. The system to manage cases was old and not efficient.
The main tasks in the system were to handle cases that were sent from mostly citizens with different needs within healthcare-service. The number of cases was high and it was important to have a good overview what-to-do and also when-to-do what.
The case management system was a bottle-neck
Since we had no direct contact with the end users (nurses and administration), we had to be creative, we started to collect data on how they used it and how they found their own way-of-working in the old system. So we collected data and insights through monthly meetings with people from all over Sweden's different regions and hospitals, and some pain-points we found were:
- It was only made for big-screens
- You weren't supposed to have more than one role
- The priority/hierarchy was bad in the system
- The workflow was very linear
The new workflow
So with our new findings I started sketching on new workflows and tested it out with some of the representatives from the different regions since we weren't allowed to talk with end-users. And with our new design they were able to:
- Easily prioritise what needed to be done in the correct order
- Assign relevant cases to the right person
- Easier to navigate through cases
- Better overview of the case you were working with
- A chronological patient history at the specific case
- New filter for your inbox so only the cases which needed an action were shown
Just reach out to me if you want a more in depth view of this project!
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