Daniel Kim
All workflows in the Unite Us app center around the client. However, our users are often inundated with large and complex lists of tasks, without clear tools to manage those workflows. This project, also called “Next Best Action”, set out to alleviate that complexity by directing users on what action to take next based on their workflow.
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In determining how to direct the user on the “Next Best Action”, We first set out to indicate the points in the workflow that required an indicator of user action - labeled N.B.A on the diagram. Next we divided this workflow into the major product offerings our app provides into 4 main categories: Client ingestion, Screening, Enrollment, and Providing Services.
In this complexity, one thing was clear to me - all workflows center around the client. So I decided we needed to center our design initiative on the Client’s profile page, and work on how we could indicate next steps there.
Our Client profile is packed with information, but it lacks direction on what actions the user needs to take for the client in getting them care.
Our main goal was to highlight the Social Needs identified for the client. If the priority of our users is in getting clients care, this data point would serve as a center piece to the tasks required for the user.
Our second goal was to provide a simple visual of the client’s care status. This needed to be flexible, however, because of the many user types involved and constant variability in the client’s needs.
Limited engineer capacity and a tight timeline required me to iterate on different versions, leading to an ideal state. On the left is the first version or MVP. The primary goal for me was to show statuses of the 4 main actions needed for the client: Consent, Screening, Social Care Coverage, and Service. The dynamic statuses will allow users to dive in and out of each major workflow depending on the client’s specific needs.
On the right is an ideal state that our team could iterate towards over time. The primary concern for me was consolidating information into Social Needs (Housing and Food in the design). This enhancement would not only be a clear indicator to care managers of the client’s care status, but also allows us to greatly simplify the profile with reduced tabs and navigation requirements. Other enhancements include more indicators at the top for quick access into the Coverage Status and Care team list.
