But first: it's useful to understand a bit of how Grand Rounds (GR) works, and in particular what it offers its patients. Grand Rounds aims to match patients with the best possible doctor for their present health issue, whether that doctor is around the corner or at a teaching hospital 1,000 miles away.
It works like this: patients arrive at grandrounds.com, sign up, and elect to start a "case" (an interaction with GR). Once a case has been started, a patient tells GR about what's currently going on health-wise. If the patient hasn't already seen a specialist locally about their condition, GR will work to find a nearby spcialist to review their issue in person. If the patient has already seen a specialist in person, GR will attempt to get them a "remote second opinion". Remote second opinions work much like an in-person second opinion, they just happen to occur over the internet. GR will locate the best possible physician to review a patient's case, and that case is routed to the partner physician.
In order for the partner physician to be able to render their second opinion, they access an online tool: the Expert Physician Portal (EPP) in order to review a patient's medical history, review medical records, and imaging. The tool also provides for a way to compose the second opinion and submit it to GR for review and distribution to the patient.
At the outset, we knew the existing 2013 portal (not shown) could be improved upon with the ultimate product goals being "faster, higher quality opinions" from our expert physician partners. The work that's showcased here is some of what was involved in the re-design of the portal.
The Grand Rounds Expert Physician Portal, used for reviewing a patient's medical information and composing a second medical opinion.
To understand why the physicians we were speaking with were somewhat change averse, we decided to go out and sit with them to understand what their world consisted of. We had numerous questions related to the ways in which they used the expert portal in its first incarnation, how they thought about second opinions more broadly, how they worked independent of the expert portal, and in particular, any ad-hoc processes they might have developed to manage around any shortcomings of the first version of the portal.
We went and spoke with eight physicians across specialties (in particular: orthopedics, hematology-oncology, pediatrics, endocrinology, neurosuergery, and internal medicine) in order to gain an understanding of their work habits and environment. Based on the interviews we conducted and clustering exercises we performed afterward, some themes emerged:
|Client or employer||Grand Rounds|
|My involvement||UX, Visual Design, Creative Technologist (Prototyping)|
|Team||Exec Sponsor (x1), Product Manager (x1), UER (x1), Engineering Lead (x1)|
|Project duration||8-10 weeks|