Native American Dream Catcher

The Problem: Complex Systems Take Too Long to Learn

The US Government provider of medical care to American Indians needed help with their electronic medical records (EMR) system.  Physicians had trouble learning to use the EMR efficiently, in part because of its large and growing list of functions, e.g. support for internal medicine, pharmacy, podiatry, pediatrics, OB/GYN, behavioral health, referred care, etc.

Our Approach: Adapt System Interface to Physicians' Work Flow

  • Market research - understand who the users are, and what task they are trying to complete
  • Quantitative analysis - represent our research as easy-to-understand personas and scenarios of use
  • Design - create early prototypes that match the personas and scenarios so that common tasks could be completed quickly and easily, but complex tasks would have a natural task flow
  • Test! - evaluate the prototypes with feedback from other physicians and health care providers
  • Refine - update the prototypes with the feedback and enhance their fidelity for developers
  • Deliver - work with the client and with their developers to completely communicate the logic and purpose of each screen and each design element

Benefits: More Clinics Using Medical Records

Physicians learned more quickly.  Ready adoption of new technology.  More time for medical care with less time on technology.


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"In order to have judgment, you have to have knowledge and experience." - Nancy Pelosi (D, California)
"If you're building a product or delivering a service that solves a real problem, you can do well and grow fast." Marina Hatsopoulos
"You already know the answers. You just don't want to hear them from yourself." - Sunny Vanderbeck
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