Redesigning Hospital Smart Rooms to Empower Patients and Enhance Accessibility
Team
Lead Product Designer & UX Researcher (me) Interaction designer Product Manager
Team
Lead Product Designer & UX Researcher (me) Interaction designer Product Manager
Team
Lead Product Designer & UX Researcher (me) Interaction designer Product Manager
Type of Project
Collaboration with 110 Theory (UX Design Agency)
Type of Project
Collaboration with 110 Theory (UX Design Agency)
Type of Project
Collaboration with 110 Theory (UX Design Agency)
Area of focus
UX Strategy Information Architecture UX Design Visual Design Workshop Facilitation
Area of focus
UX Strategy Information Architecture UX Design Visual Design Workshop Facilitation
Area of focus
UX Strategy Information Architecture UX Design Visual Design Workshop Facilitation
Timeline
6 weeks
Timeline
6 weeks
Timeline
6 weeks
Overview
Overview
Overview
Overview
Baptist Health South Florida, a leading healthcare provider with 12+ hospitals and 27+ facilities, aimed to modernize its Digital Smart Room experience to enhance patient autonomy, accessibility, and engagement. The goal was to transition patients from passive recipients of care to active participants in their health journey while reducing the burden on nursing staff and improving operational efficiency.
Baptist Health South Florida, a leading healthcare provider with 12+ hospitals and 27+ facilities, aimed to modernize its Digital Smart Room experience to enhance patient autonomy, accessibility, and engagement. The goal was to transition patients from passive recipients of care to active participants in their health journey while reducing the burden on nursing staff and improving operational efficiency.
The Problem
The Problem
The Problem
The Problem
Physicians and patients struggled to quickly determine which medications were covered, affordable, and accessible, leading to delayed prescriptions, patient frustration, and increased administrative burden on providers. A more intuitive and actionable formulary system was needed to reduce friction, improve prescription decision-making, and enhance transparency in drug coverage.
Physicians and patients struggled to quickly determine which medications were covered, affordable, and accessible, leading to delayed prescriptions, patient frustration, and increased administrative burden on providers. A more intuitive and actionable formulary system was needed to reduce friction, improve prescription decision-making, and enhance transparency in drug coverage.
Physicians and patients struggled to quickly determine which medications were covered, affordable, and accessible, leading to delayed prescriptions, patient frustration, and increased administrative burden on providers. A more intuitive and actionable formulary system was needed to reduce friction, improve prescription decision-making, and enhance transparency in drug coverage.
Physicians and patients struggled to quickly determine which medications were covered, affordable, and accessible, leading to delayed prescriptions, patient frustration, and increased administrative burden on providers. A more intuitive and actionable formulary system was needed to reduce friction, improve prescription decision-making, and enhance transparency in drug coverage.
Challenges
Challenges
Challenges
Limited Accessibility & Intuitive Use
Elderly and bedridden patients struggled with complex digital controls. The interface lacked clear affordances, making navigation difficult.
Limited Accessibility & Intuitive Use
Elderly and bedridden patients struggled with complex digital controls. The interface lacked clear affordances, making navigation difficult.
Limited Accessibility & Intuitive Use
Elderly and bedridden patients struggled with complex digital controls. The interface lacked clear affordances, making navigation difficult.
Disconnected Patient Experience
Patients and families had limited visibility into medical notes, care plans, and schedules. Information overload left patients feeling disempowered and anxious.
Disconnected Patient Experience
Patients and families had limited visibility into medical notes, care plans, and schedules. Information overload left patients feeling disempowered and anxious.
Disconnected Patient Experience
Patients and families had limited visibility into medical notes, care plans, and schedules. Information overload left patients feeling disempowered and anxious.
Overburdened Nursing Staff
Nurses received frequent non-clinical requests that could be automated. The lack of self-service features increased nurse interruptions.
Overburdened Nursing Staff
Nurses received frequent non-clinical requests that could be automated. The lack of self-service features increased nurse interruptions.
Overburdened Nursing Staff
Nurses received frequent non-clinical requests that could be automated. The lack of self-service features increased nurse interruptions.
Discovery
Discovery
Discovery
Discovery
Stakeholder Workshops
Mapping key user journeys for patients, nurses, and caregivers.
Stakeholder Workshops
Mapping key user journeys for patients, nurses, and caregivers.
Stakeholder Workshops
Mapping key user journeys for patients, nurses, and caregivers.
Stakeholder Workshops
Mapping key user journeys for patients, nurses, and caregivers.
User Interviews
Engaging with hospitalized patients, families, and clinical staff.
User Interviews
Engaging with hospitalized patients, families, and clinical staff.
User Interviews
Engaging with hospitalized patients, families, and clinical staff.
User Interviews
Engaging with hospitalized patients, families, and clinical staff.
Journey Mapping & JTBD Analysis
Understanding what patients and staff actually needed versus what the system provided.
Journey Mapping & JTBD Analysis
Understanding what patients and staff actually needed versus what the system provided.
Journey Mapping & JTBD Analysis
Understanding what patients and staff actually needed versus what the system provided.
Journey Mapping & JTBD Analysis
Understanding what patients and staff actually needed versus what the system provided.
The Solution
The Solution
The Solution
The Solution
Designing for Impact
To address these challenges, we designed and implemented key flows
Designing for Impact
To address these challenges, we designed and implemented key flows
Designing for Impact
To address these challenges, we designed and implemented key flows
Designing for Impact
To address these challenges, we designed and implemented key flows
Redesigned Digital Pillow Control
Simplified UI with clear affordances to reduce cognitive overload.
Redesigned Digital Pillow Control
Simplified UI with clear affordances to reduce cognitive overload.
Redesigned Digital Pillow Control
Simplified UI with clear affordances to reduce cognitive overload.
Guided Onboarding Experience
The new solution and formulary view provides instant access to coverage details, prior authorization requirements, and alternative medications, helping physicians make faster, more informed decisions.
Guided Onboarding Experience
The new solution and formulary view provides instant access to coverage details, prior authorization requirements, and alternative medications, helping physicians make faster, more informed decisions.
Guided Onboarding Experience
The new solution and formulary view provides instant access to coverage details, prior authorization requirements, and alternative medications, helping physicians make faster, more informed decisions.
Real-Time Formulary & Coverage Information
Interactive tutorial helping patients understand controls upon admission.
Real-Time Formulary & Coverage Information
Interactive tutorial helping patients understand controls upon admission.
Real-Time Formulary & Coverage Information
Interactive tutorial helping patients understand controls upon admission.
Key Metrics
79%
79%
Reduction in non-essential nurse interruptions.
Reduction in non-essential nurse interruptions.
44%
44%
Increase in patient education module completion rates
Increase in patient education module completion rates
98%
98%
Improved patient satisfaction scores, with users reporting less stress and more control over their care experience.
Improved patient satisfaction scores, with users reporting less stress and more control over their care experience.
Conclusion
Conclusion
Conclusion
Conclusion
We introduced structured task delegation, allowing physicians to assign administrative tasks to nurses and medical assistants while maintaining oversight. This streamlined case updates, reducing the cognitive load on physicians and ensuring critical actions were completed on time.
We introduced structured task delegation, allowing physicians to assign administrative tasks to nurses and medical assistants while maintaining oversight. This streamlined case updates, reducing the cognitive load on physicians and ensuring critical actions were completed on time.
We introduced structured task delegation, allowing physicians to assign administrative tasks to nurses and medical assistants while maintaining oversight. This streamlined case updates, reducing the cognitive load on physicians and ensuring critical actions were completed on time.
We introduced structured task delegation, allowing physicians to assign administrative tasks to nurses and medical assistants while maintaining oversight. This streamlined case updates, reducing the cognitive load on physicians and ensuring critical actions were completed on time.
Challenges
Challenges
Limited Accessibility & Intuitive Use
Elderly and bedridden patients struggled with complex digital controls. The interface lacked clear affordances, making navigation difficult.
Limited Accessibility & Intuitive Use
Elderly and bedridden patients struggled with complex digital controls. The interface lacked clear affordances, making navigation difficult.
Disconnected Patient Experience
Patients and families had limited visibility into medical notes, care plans, and schedules. Information overload left patients feeling disempowered and anxious.
Disconnected Patient Experience
Patients and families had limited visibility into medical notes, care plans, and schedules. Information overload left patients feeling disempowered and anxious.
Overburdened Nursing Staff
Nurses received frequent non-clinical requests that could be automated. The lack of self-service features increased nurse interruptions.
Overburdened Nursing Staff
Nurses received frequent non-clinical requests that could be automated. The lack of self-service features increased nurse interruptions.
Good UX is invisible
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Good UX is invisible
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Good UX is invisible
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Good UX is invisible
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Good UX is invisible
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Good UX is invisible
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Good UX is invisible
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Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
Mantra
Build something the lasts
Great design is about creating experiences that drive real business impact.
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
Mantra
Build something the lasts
Great design is about creating experiences that drive real business impact.
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
+++
Good UX is invisible
Mantra
Build something the lasts
Great design is about creating experiences that drive real business impact.