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Care Link

Care Link

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How can we improve care in assisted living facilities?

Assisted living facilities have a resident to residential aide (caregiver) ratio of 12:1, which often leads to a lack of attentive care. 

Care Link hopes to solve for this problem. It is a HIPAA Compliant Telehealth enterprise software application meant for specified use in assisted living facilities. It streamlines communication for caregivers by providing an interconnected platform for recording and accessing resident data. 

Team Care Link: Gabriela Sudirja, Davis Brown, Beomseok Oh, Youn Sang Kwon


Challenge

What I valued most from this project particularly was the bridging of concept to real-world applications.

Having the validation of industry figures who actually worked in the health sector elevated our design beyond a simple concept to a plausible enterprise solution: turning our assumptions into facts. 

Additionally, the project pushed us to think about the business objectives and the kind of planning that we would have to do in order to make this a successful enterprise software application, like drafting a revenue model Some of the questions we had to answer had to do with HIPAA (Health Insurance Portability and Accountability Act) compliancy as well; understanding what the current health industry requires from applications such as ours. 

 
 

Secondary Research: Finding our User

 

After our competitive analysis, we found that existing services fail to address the consolidation of residents' reports and in providing caregivers with real time assistance.

 

Assisted Living Facilities

Caregiver: Care-recipient

1:12

Structured more for general needs and activities of elderly residents.

Has less regulations and typically cheaper in fees. 

Caregivers are not required to have basic nursing training. 

Memory Care Facilities

Caregiver: Care-recipient 

1:6

Accepts less residents

Provides more specific clinical services to upper stage Alzheimer's recipients 

Caregivers are required to have basic nursing training.

 

 
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KEY INSIGHTS FROM INTERVIEWS:

There is a revolving door for caregivers, as it is a high burnout rate occupation.
— LORI (MANAGEMENT)
Getting to know the person’s habits, and understanding their visual cues for example, crossing their arms, is crucial.
— LAKESHA (CAREGIVER)
The most important patient is the patient you’re with at the time, don’t think about others when you’re dealing with them. Everybody else can wait.
— ODESSA (CAREGIVER)
Record changes they’ve witnessed and make sure everyone involved (physicians, family members etc) are on board with the plan of care.
— WENDY (MANAGEMENT)

We created a behavioral continuum to spot patterns and clusters of our users according to the qualitative data that we have gathered from our interviews.

We ended up with two sets of behavioral clusters which we then used as our final two users. 

 

Iterative Design Process

 
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Round 1

Key Paths Targeted: 

1. Login

2. Access Resident Profiles

3. Viewing Timeline of all Tasks

4. Setting up Live Video Call with Nurse

5. Receiving Management Notifications

6. Taking an Audio Note

7. Viewing Post-Shift Lesson Plans

 

 

 

Insights

Key Wireframes

iPad Mini Wireframes

Landing Page: Resident Schedule

Landing Page: Resident Schedule

 
Note Taking + Resident Profile

Note Taking + Resident Profile

 
Help Livestream with Certified Nursing Assistant

Help Livestream with Certified Nursing Assistant

 

DESIGN CONCERNS:

Tablet too large, not practical for active caregivers. High chance of breaking.

Time stamps to indicate when note was taken.

Audio notes low discoverability.

CONTEXTUAL CONCERNS:

Adding dietary restrictions and health status

Make schedule more specific to resident

Lesson plan should be limited to 5 minutes for it to work.

 

Round 2

 
 

Key Wireframes

Amazon Fire Wireframes

Task Schedule Timeline

Task Schedule Timeline

 
Resident Notes

Resident Notes

 
Help Livestream with Certified Nursing Assistant

Help Livestream with Certified Nursing Assistant

 

Insights

 

DESIGN CONCERNS:

Hardware, tablet still too large.

Task listing too overwhelming.

CONTEXTUAL CONCERNS:

Live streaming not practical.

Unreasonable expectations for lesson plan

 
Caregivers would value task completion above anything else. They don’t really want to know so far ahead.
— NEIL (DIRECTOR OF FACILITIES/IT)
Most caregivers are older women and would have difficulty with the complexity of your interface.
— NEIL (DIRECTOR OF FACILITIES/IT)
No nurse would be on their station for the whole day. That is just not how it works. They use their walkie talkie.
— NEIL (DIRECTOR OF FACILITIES/IT)
Realistically, no caregiver has the interest or time to watch a bunch of videos. Managers don’t want another thing to keep track and provide content for.
— NEIL (DIRECTOR OF FACILITIES/IT)
Specific lesson plans would single out caregivers for their faults. Training should be done as a group.
— NEIL (DIRECTOR OF FACILITIES/IT)
 

Round 3

Key Paths Targeted: REVISED

1. Login

2. Access Current Resident Profiles

3. View timeline of current tasks

4. Request Help from Caregiver

 5. Take an audio note

Key Wireframes

iPhone Wireframes

Creating Task Note Via Audio Recording

Creating Task Note Via Audio Recording

 
All Tasks View

All Tasks View

 
Official Resident Documentation

Official Resident Documentation

 

Insights

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DESIGN CONCERNS:

Implement ability to swap tasks

 

CONTECTUAL CONCERNS:

Resident profile 

Make schedule more specific to resident

Expand on HIPAA Regulation

 
This subject is super HIPAA sensitive… We can’t purchase this unless it is HIPAA compliant
— SUSAN (RESIDENTIAL AIDE)
The profile page is too “clinical. They should know about the resident before working with them. Not what their blood type is. Help them understand what methods they can use to calm them down.
— SUSAN (RESIDENTIAL AIDE)
Caregivers should be able to see what other tasks are currently going on, and then switch with them... It is a hectic environment and changes need to be made.
— SUSAN (RESIDENTIAL AIDE)

 

Final Round

Key Paths Targeted:

1. Login

2. HIPAA Terms and Conditions

3. Access current resident profile

4. View timeline of current task

5. Request help from caregiver

6. Swap Task

7. Take an audio note

 

Scenario Storyboarding