Overview
A 0-1 scheduling tool that helps the intake coordinators at Josselyn Center to quickly assign clinician and schedule the initial assessment.
Summary
10-week UX internship project at Fuzzy Math (UX Consultancy)
Team
2 UX Designers (1 senior + 1 intern)
2 Visual Designers (1 senior + 1 intern)
1 Project Manager
My Role
UX Research
UX Design
Client
Background
A growing mental health provider suffering from the manual process.
Josselyn is a nonprofit community mental health provider offering a full range of therapeutic care. But as they grow after the pandemic, they struggle with increasing demand for services and limited resources.
“When first started, we only got 10 calls a day. As time went on, calls went up 600% ”
Understand the Problem
Interview
What is happening
To better understand the needs and behaviors of the target audience, we conducted a combination of 3 stakeholder interviews and 10 user interviews. We gained valuable insights from stakeholders about how Josselyn has evolved over time and what are the challenges they were facing, while from the user interviews we got a deeper understand about their everyday tasks, process and pain points.
Synthesis
The full picture
After gathering all the data from interviews, I synthesized them by affinity diagrams. Then through identifying the actions, tools, pain points, I created a visual map of the user journey of the intake onboarding experience for the 5 departments.
Narrowing down
Scheduling: bottleneck with the highest potential
A highlight from the research was that intake coordinators want to quickly schedule clients based on clients’ needs and preferences and physicians’ availability. As a direct window to customers and an important communication channel with other departments, they have the greatest impact on the project. Thus we decided to focus on the intake team as our target group for this project.
Define
Problem statement
Based on the user group and pain points we identified, we refined the problem statement as following:
HMW
help intake process at Josselyn run smoothly to meet the growing needs of patients?
Map problems with goals
After synthesizing 3 main pain points, I defined 3 goals that can help address the problem and can be used to inform and guide our design solutions in the later stages of the design process.
Before Jumping into Design
Limitations & Constraints
What needs to be considered
Design within Context
Process Flow
What works for others may NOT work for Josselyn
When I created the desired flow of this tool, I first analyzed the existing product on the market to learn about how they are solving the similar problem. But after carefully looking into their process flows, I found that they don't exactly apply to Josselyn's scenario.
A customized process flow for intake coordinators
Therefore I created a customized scheduling flow that best fits the intake coordinators’ daily tasks flow, integrating the essential pre-step before scheduling and including the communication from billing team, clinicians and clients.
Concept Ideation
Brainstorm with designers, together
We then conducted a concept brainstorm session with 8 designers from not only the Josselyn design team, but other teams as well, bringing fresh perspectives and ideas to the table and helping us to think outside the box and come up with innovative solutions.
Final Solutions
Design Decisions
Wireframe Explorations
Client Profile
Scheduling
Filter explorations
Style Guide
Maintain, Extend, Evolve, Replace
From the aspect of visual design, we kept the most of the foundational brand element that Josselyn has today while extending the visual styles to meet the needs of a product UI.
Client Feedback
Reflection
My internship at Fuzzy Math allowed me to gain a better understanding about working at a UX consultancy firm. I was able to contribute to a complete and standard UX design process from research and prototyping while getting exposure to strategic business aspects of UX challenges.
It’s all about asking WHY.
Reflecting on my internship, I have come to appreciate the value of having a strong design rationale in all stages of the design process. During the interview sessions I led, asking specific and contextual questions and following up while necessary requires a clear understanding of the research goals and purpose. Later in the prototyping phase, consistently questioning and justifying my design decisions helped me to make sure that they are effectively meet user needs and business objectives.
Moreover, having a well-articulated design rationale has helped me to receive constructive feedback from the design team as well as stakeholders and make necessary revisions to designs that align with project goals.
And many thanks to the team!
Overall, my UX internship experience has been incredibly rewarding and has provided me with valuable insights and skills that will benefit me throughout my career. Grateful for the opportunity to have worked with such a talented and supportive team throughout the summer!
