NICE ELIGHTEN PLATFORM
NEW ALERT CARD
Overview
To acknowledge the increase of negative behaviors of a senior resident, we implemented the call of "At Risk Resident". This new SaaS feature will alert the community's staff members of the condition of the resident so that they can take the necessary precautions.
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I took the lead in all aspects of the style and function as a part of Fynn Community. From the Behaviors that were collected by staff members, the Data team gathered the information to help define the pain points. To resolve the pain points, I designed the indicators, the resident profile playbook, the training manual for the playbook, and the questionnaire.
My Location
Atlanta, GA
My Role
UX Designer
Responsibilities
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Research
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Wireframes
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Prototyping
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Making Components
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Layout
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Content Writing
Challenge
Creating a new feature that would allow users to be informed about residents that are considered "At Risk" due to their change in behavior or mood captured by data points.
The new feature for "At Risk Residents" will inform users about the resident living in a senior living community whose mood and behavior has made a significant change which will affect all users accessing the platform by giving them an alert that tell the user how to proceed with their work according to what the resident needs while being cautious with the task they need to complete.
Solution
Research & Define
Persona
Name: Sarah K.
Age: 38 yrs old
Education: Bachelor’s Degree
Location: Atlanta, GA, USA
Family: Married, 1 son, 2 dogs
Occupation: Service Center Manager
Sarah K. has been working in customer service for almost 20 years. For 7 years, she has been working for a customer service call center. After 3 years at the company, she was promoted to be a manager due to her hard work, leadership, and other achievements. At home, Sarah enjoys spending time with her husband and son whenever they are watching movies with their two dogs.
While she is at work, Sarah notices that during her reviews, the data does not reflect her own observations. She gets frustrated with the lack of alerts that could notify her of the issues the data has captured so that she can compare it to her KPIs and observations.
Goals
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Becoming director of the branch.
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Having the best customer service team.
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Be the best example for her employees so that they learn and grow.
Interests
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Great Support System
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Teamwork
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Leadership
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Service
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​Being Productive
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Accomplishing a task
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At home
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At work
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Multi-tasking
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Creating new projects
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Eliminating unnecessary items or tasks
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Delicious Foods
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Homemade
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Restaurants
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Frozen dinners
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Empathy Map
Frustrations
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The data collected is not accurate to the observations made by managers.
No alerts are made to indicate the issues that the data has collected.
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Calls are being dropped and the system marks them as “refused.”
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Data collected is holding the associates responsible despite the system causing the issues.
S.W.O.T. Analysis
Current website design and function
Strength
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The s
Weakness
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The site is outdated.
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There is not enough details for customers to understand all aspects of the business.
Opportunities
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Let the user know about the details of the services they provide.
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Have the option for user to get quotes from the site.
Threats
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Competitors offer quotes online without having to call the office.
Ron's Journey Map
Problem Statement
Sarah is an enthusiastic service center manager who needs to be alerted of issues happening within her team’s customer service because she wants to resolve the issue(s) to maintain the correct data.
If/Then Statement
If Sarah is properly alerted to an issue from the customer service system, then she can help assist or correct the issue at hand in an efficient time and manner.
Goal Statement
Our customer service platform will let users be alerted to various issues that arise by having alert cards and notification badges for the user to view before taking action for the neccessary steps to resolve the issue. Then the measure of effectiveness will be determined by the correct data points collected or captured.
Ideation & Mockups
Fynn Community
Site Map
On the site map, At Risk Resident can be found on the Dashboard as a widget, on the resident's profile page, and its own sub-section of the resident's profile page as the resident's playbook.
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Quick Visual Indicators
I designed the At Risk indicators that will let the staff know that the resident has a negative change in mood, behaviors, or personality. The solid orange ring is the indicator for residents who are only identified as "At Risk". The design was inspired by our established solid purple ring to show that the resident opted-in for DNR, Do Not Resuscitate. This allowed the style to remain consistent and familiar. To bridge the two indicators together for situations for when a resident is both At Risk and DNR, I designed the ring to show half orange and half purple. For clarity, the "At Risk" and "DNR" text was add there with their respective colors.
Dashboard Widget
When a user logs into the system and enters community they are brought to that community's dashboard. There they will see a widget that keeps them up-to-date on the residents that have been marked as "At Risk". This helps for when they are doing their tasks to take special precautions and documentation of how the resident is acting, feeling, and responding.
The style had to remain similar to the design of the other Dashboard widgets. You can see more details on that on my Fynn Community Widgets project page.
Paper Wireframe
Hi-Fi Wireframe
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Here is the Mockup for the devs to follow for the widget's style and function.
Resident Profile
Playbook
After the resident has been alerted to the staff as At Risk, the user will see that a "Playbook" has been added to the resident's profile. From there, the playbook will have steps for documentation and a questionnaire for the user to follow. These steps help the user verify that the resident is in fact At Risk, and ensure that they are doing all the appropriate actions.
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At Risk Resident
Questionnaire
For the user to update the status of the resident to no longer be considered at risk, the user would need to complete the steps of the resident's playbook by answering the questionnaire, or they can manually override the alert. With the formatted questionnaire, I designed it to be custom to each resident so that their information will always display at the top of the page - followed by the actual questions.
The top portion of the questionnaire houses the resident's personal information and photo:
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Name
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Room/location
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Martial Status
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Contact Information
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Community Name
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and more
The second portion of the questionnaire is for the user to input the information for the resident. Some questions are bubble selections to be filled in by the user
After the user completes the questionnaire, they can scan and upload the document into Fynn Community. This will let all interested parties see the documentation and continue to the next steps in the plan of action.
Testing & Iteration
Study Type
Moderated Usability Study
Participants
2 women, 1 man, 1 non-binary
Location
Corso Senior Living Community
Atlanta, GA, USA
Length
Usability Findings
20-30 minutes
Overall the new At Risk Resident feature was acceptable, but needed improvements. Based on the feedback from the staff members, the Behavior that were being collected were not displaying correctly. We found out that users are not inputting the correct behaviors for the residents. A large part of that stems from users rushing to get the task completed that they mark what is easy. This gives the data points the wrong information to capture which gives more residents marked or not marked as “A Risk”.
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Give the option to change the status of a resident so that if they are marked as “At Risk” then the administrators can change it to reflect the situation.
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Iteration Resident
Profile Playbook
Incorporating the feedback into the design, we added the option for the user with permissions to be able to change the status of the resident's risk by having a Conclusion section. In the Conclusion section, the check-off option will capture the admin's signature for documentation. The Playbook will close out until the next alert; and the resident's name will be removed from the At Risk Resident widget located on the Community's Dashboard.
Final Designs
The Playbook
For the staff's training, Amber Thomas and I created this "At Risk Resident Playbook" for full scale understanding. Here, they would find details and definitions for everything involving the ARR, from the basics aspects to step-by-step procedures they should follow.
Conclusion
Impact
The results were good. Users found it helpful so that they could know what to look for or do with a resident as they complete a task. They found it especially useful with residents who are sundowning so that they have a record and can see patterns from that record.
What I learned
I never knew so much happened in a senior living community when taking care of some residents with dementia or anger issues. There are a lot of steps that need to be taken to ensure a safety when a incident happens.
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From the UX point-of-view, I learned to plan ahead better. What we planned for version 1 of this new feature release was to have just the ring indicators show around the resident that is at risk due to their unusual Behavior data. However, it quickly blossomed into a much bigger concept which pertained items that were meant to be for V2. Thankfully, the team and I already had some plans in motion which entailed my designs for the resident playbook, resident profile module, questionnaire, and instruction manual called the printed Playbook. What was not prepared was the addition of the overwrite option for users to change the status of the resident at risk to no longer be at risk. That was planned for V3 along with the questionnaire being within the system instead of being printed. Although we had plans and I had the designs, the need for more was still a wake-up call to plan ahead of what you have already planned ahead so that it is ready to go.
