Ke KORU UX Audit TeleCareOverview TeleCare TeleCare is a Telehealth platform that helps healthcare providers manage patients remotely. It combines a patient dashboard, call interface with transcription, and tools for consultations and data collection in one unified system UX Specialists Kshitij Kaushik Manoj Nakum UX Lead & Strategist UX Architect 1. Goal The goal of this UX Discovery exercise is to assess and recommend areas of enhancement based on customers’ experience across TeleCare screens we picked for review. 2. Koru's Double Diamond UX Approach Designing The Right Thing Designing The Thing Right Deliver Develop ideatior Discover Research Refined Solution Defined Problem Initial Insight UX AUDIT REPORT TeleCare Page 2 of 14Audit Report/Insights ——HH+——— Investigative UX methods reveal quantitative and qualitative insights that build the scope to enhance the usability and intangible aspects of a product and service. Objective Assessment: An objective assessment engages scientific evaluation methods that generate measurable insights. It helps to assess and grade the current maturity of a product while establishing a vision for scope of enhancement. This way, an objective assessment can provide a clear and realistic roadmap for product development and improvement. Product Maturity Meaningful Has personal significance Pyramid Pleasurable An experience worth sharing _ MIA, convenient orks exci ke you think A, 022212020 22 exec weno tery 7 ce 7) Wie Assessment Score The overall usability assessment score indicates that there are areas of the product or service that need improvement to meet the optimum level of user experience The UI screen has major issues that prevent the user from achieving their High Severit igh Severity) goals ar compromise the app's functionality or security The UI screen has moderate issues that affect the user's satisfaction or efficiency or the app’s design consistency or performance. im Severity ‘The UI screen has minor issues that do not significantly affect the user's goals or satisfaction or the app’s functionality or aesthetics. | Low Severity | UX AUDIT REPORT | TeleCare Page 3 of 14Audit Report/Insights Total Issues Found (15) Medium Priority 0 High Priority Screen Name Patient List Patient Intake (01 Low Priority Issues Found (Severity-wise) 06 Medium Severity 03 Medium Severity 01 Low Severity UX AUDIT REPORT | TeleCare Page 4 of 14Audit Report/Insights 1) Table header Column Sorting “Medium Severity Findings The table currently offers sorting only by MRN, which may limit users’ ability to efficiently organize and access patient information according to their needs, Table Header Recommendation Conduct user research to identify the most common data organization needs of healthcare providers. Based on these findings, implement sorting and filtering options for the most critical data points (e.g., by provider, status, or recent activity). This targeted enhancement will improve usability without complicating the interface. Sample Table header UX AUDIT REPORT | TeleCare Page S of 14Audit Report/Insights 2. Left Navigation Menu “Medium Severity Findings The left navigation bar relies solely on icons without accompanying labels, potentially leading to confusion and a steeper learning curve for users. - = = a oz a Left Navigation Recommendation ‘Add clear, concise labels next to each icon in the navigation bar to improve clarity and reduce the learning curve for new users. Consider implementing a collapsible sidebar to maintain a compact layout while providing necessary context. ‘Sample left Navigation UX AUDIT REPORT | TeleCare Page 6 of 14Audit Report/Insights 3) Top Navigation Findings “Medium Severity Table filters (All Patients, Active Patients, Inactive Patients) are positioned in the top navigation, which conflicts with established best practices and creates redundancy with the "Appointments" tab duplicating the calendar icon's functionality. = ex = ————— - oz = Recommendation Top Navigation Move table filters above the patient list as toggles or dropdowns. Remove the redundant "Appointments" tab and rely on the existing calendar icon for appointment access. This adjustment will streamline the interface and enhance usability. UX AUDIT REPORT — TeleCare ‘Sample Top Navigation Page 7 of 14Audit Report/Insights 4) Search Bar Findings “Medium Severity The search bar's placeholder text lacks clarity on which fields are searchable, potentially leading to user confusion and inefficient searches. Search Bar Recommendation Update the placeholder text to specify searchable fields, such as "Search by name, MRN, or contact." Consider implementing advanced search options for more precise queries, guiding users toward more effective searches and improving overall usability. o-- oie ‘Sample Search Bar UX AUDIT REPORT — TeleCare Page 8 of 14Audit Report/Insights 5) Inconsistent Action Presentation “Medium Severity Findings The expanded card offers different action options (Start Chat, Start Call) compared to the main table view (phone icon only), causing inconsistency. Patient Expanded Card Recommendation Align available actions between the main view and the expanded card. Add chat and other quick action icons to the main table view to maintain consistency and improve accessibility, ‘Sample Action column UX AUDIT REPORT | TeleCare Page 9 of 14Audit Report/Insights 6) Information Redundancy “Medium Severity Findings The expanded card redundantly displays details like name, age, gender, and status, which are already visible in the table row. This repetition diminishes the expanded card's usefulness and clutters the interface. Patient Expanded Card Recommendation Leverage the expanded card to present additional, valuable information not visible in the table row, thereby enhancing its utility and justifying the extra interaction required for access. UX AUDIT REPORT TeleCare Page 10 of 14Audit Report/Insights 7) Redundant Information Entry “Medium Severity Findings The form redundantly asks for personal information (name, DOB) that is already available in the patient's record, leading to unnecessary data entry and potential errors. e=x=- == = = ~~ Patient Intake Recommendation Auto-populate the form with existing patient information to streamline the process and minimize the risk of errors. Allow for editing when necessary, but avoid requiring users to re-enter data that is already recorded. UX AUDIT REPORT TeleCare Page 11 of 14Audit Report/Insights 8) Unclear Pr Findings The wizard at stage of the ‘ogress Indication “Medium Severity t the top of the interface lacks sufficient context, making it unclear which intake process the user is currently in. : om e = = Aown ~~ Recommendation fd descriptive labels to the progress indicators and highlight the current step Providing by throughout UX AUDIT REPORT rief explanations of each step will offer users better context and clarity the intake process. TeleCare Page 12 of 14Audit Report/Insights 9) Limited Context for Call “Medium Severity Findings The intake form doesn't display the call's purpose, which can lead to cognitive overload as users switch between data entry and managing the call without a clear objective. ex=- == =) a ~~ Patient Intake Recommendation Include a section that summarizes the call's purpose, or integrate this information with the "Reason for Visit" section. This addition will provide better context, helping users stay focused during the intake process. UX AUDIT REPORT TeleCare Page 13 of 14Audit Report/Insights 10) Unclear Visual Hierarchy Low Severity Findings There's no clear visual hierarchy between the patient details form and the transcript section. The transcript, which is likely the primary focus during a call, lacks visual prominence. ee ae = Patient Intake Recommendation Enhance the visual prominence of the transcript section, possibly by using a distinct background color. Alternatively, implement a collapsible patient details section to allow the transcript to take center stage, facilitating better focus on the ongoing conversation UX AUDIT REPORT TeleCare Page 14 of 14