Making complex healthcare software make sense for doctors
Mining insights to create better healthcare experience
Vervint’s client is a family of businesses, backed by a large insurance company, working to innovate health technologies that improve the healthcare experience for providers, payers, employers, and consumers, and support meaningful behavior change.
This family of healthcare businesses needed its suite of software products to work the way clinicians actually work, so Vervint helped establish a human-centered design practice from the ground up, creating a cohesive design language that now spans multiple products used across the organization.
Design around real clinical workflows, not assumptions
Root every redesign in direct field observation of how providers and staff actually work.
Create one design language for a family of products
Establish consistent patterns and principles that could scale across the organization’s full portfolio.
Design for behavior change, not just usability
Build tools that help drive real shifts in how care is delivered and reimbursed, not just easier-to-use software.
Designing a better experience
Vervint’s first challenge was a suite of health information exchange solutions for providers, hospitals, health systems, and health information organizations, specifically redesigning two primary software products without touching the back-end technology. The team started with extensive field research, observing providers and clinical staff in their daily work environments to build real empathy for the challenges of juggling multiple unintuitive systems. Those insights led to reorganized information, new data visualization, and functionality like feedback text and PDF download buttons, changes that saved users countless minutes per task, critical time in clinical situations, while also establishing a universal design language for use across the company’s entire family of digital products.
Focused on people from start to finish
Vervint then applied that same people-first philosophy and design language to a new challenge: helping primary care physicians transition from volume-based to value-based care models. This time, the opportunity was to design the technology and experience from scratch rather than refine an existing journey, understanding user needs for workflows that didn’t yet exist in practice. By exploring how practices, accountable care organizations, and administrative staff actually worked, Vervint built a tool that surfaced a lot of data through scannable visualizations and alerts, highlighting what busy users needed most without overwhelming them.
A refresh for change
More recently, Vervint refreshed the user experience of a population health management tool focused on clinical data and decision-making support, improving usability while maintaining the complex back-end technology needed to manage clinical data. The redesign centered on the client’s goal of driving behavior change, prioritizing tasks and content to each individual’s needs and goals, resulting in a refreshed, modern look and a meaningfully simplified experience tailored to each user’s own behavior-change journey.
With one human-centered design language now guiding an entire family of healthcare products, this client is positioned to keep turning complex clinical data into tools that clinicians, and the patients they serve, can actually use.
