Tools
Figma • Miro • Enjoyhq • Axure
A Root Cause Analysis (RCA) in healthcare systematically identifies the underlying causes of adverse events, errors, or near misses in patient care. It involves a thorough investigation that aims to uncover the fundamental reasons behind the occurrence of a particular issue rather than just addressing its symptoms.
Leading the Way in Compliance Software
Our clients, recognizing the value of comprehensive compliance, mandated a tool to generate root cause analysis within our software. In response, our product team, driven by a solid ambition to establish our leadership in the compliance software market, set an objective for this tool to ensure the highest possible user adoption rate.
Crafting the MVP
Our product team decided to create a new tool for RCA in 4 phases. We also had sessions to define our MVP based on business needs.
Phase 1: Create the tool and create an RCA and a listing of causes with classifications.
Phase 2: Add corrective actions to those causes
Phase 3: Visualizing the documented process
Phase 4: Reporting and trending
We had sessions with product, development, and architecture to define features and also created benchmarking with other products in the market.
We created workflows for the MVP and what the user flows will be for this new feature.
Balancing Development Efficiency with User-Centric Design
In these discussions, Product and UX identified the limitations of this phase and focused on understanding what would be most useful for our customers. Meanwhile, the development team suggested ideas based on what could be quickly implemented. The discussions revolved around the ease of incorporating the database and using components from existing frameworks.
As a result of these discussions, we decided to explore options beyond the internal team and create a concept design test with our customers.
From Assumptions to Certainty
We decided to conduct interview sessions with internal compliance and RCA experts.
After engaging with our experts, we uncovered their expectations for the product's development and workflow design. To ensure everyone was on the same page, I took screenshots of the current product and put them into Axure. I added basic shapes and pre-built components to create the screens required for our proposed workflow. This resulted in a raw but effective design that helped to bring the team's vision into focus.
Our low-fidelity wireframes helped us iterate faster and create changes based on feedback from our internal experts.
Our discussions revealed that we had been too focused on development speed rather than the user's needs. We realized that our design needed to be practical rather than just speedy. Therefore, we decided to test the concept with our customers. The product team contacted four participants: a Chief Compliance Officer, an Assistant to the Chief Compliance Officer, a Senior Compliance Specialist, and a Chief Medical Officer, a practicing physician.
We had several successful sessions with our customers that gave us various insights.
Leveraging User Research for Informed Choices
This concept test helped us uncover and disprove many assumptions we had from the beginning. We created a session to discuss these findings with our stakeholders. We discuss our findings and back every design change on our research data.
We iterated again with new low-fidelity wireframes based on our research findings.
From Assumptions to Adaptation
After conducting research testing, we created high-fidelity wireframes and began the first development phase of our RCA tool. This process allowed us to iterate quickly and gain a better understanding of the user flow without having to invest in actual development. By relying on actual customer insights instead of our assumptions, we were able to create a better user experience.
Although our tool is in its initial phase, with high-fidelity wireframes and additional rounds of customer interviews, we have gained valuable feedback from our customers and are confident that we have met their needs right from the MVP stage.