Enabling medical workers to save time & anxiety by reducing administrative load via a mobile solution
my role
Product Designer
timeline
2 months
status
Under-development
overview
SBV Pro is an employee work schedule manager for different types of nurses (RNs, CNAs, LPNs) to track their scheduled shifts, how much they've worked and earned, to see available work and much much more.
setting the stage
Whilst wrapping up a previous project with SBV, I noticed a glaring issue in their nurses' workflows.
It's 2024, & the nurses/HR have to call for the most menial tasks…
Is calling really practical? How do nurses feel about it?
Now, calling maybe the most effective communication method there is for long-distance comms…. but is it really practical? Do nurses really want to? Here is what some nurses had to say….
"If only I could get like a notification maybe that I've been assigned, would be way easier and quicker…"
- Jess, 29
"I just dread making calls… yes, I know not everyone is anxious but I am."
- Privka, 36
"It's just too many steps right. I gotta call to request the open shifts schedule, then check my email to see which shifts I wanna work. Then email or call (the manager) back. Sometimes the conversation gets lengthy cuz you have to remind them it is you and omg…. it's too much."
- Hannah, 32
Sounds problematic to say the least.
SUPPORTING FACTS
81% of millennials in America dread making or taking phone calls.
75% believe they are too time consuming.
Imagine having to CALL to book an Uber every day. Nightmare fuel amirite?
Anyways, so noticing this massive issue, I went ahead and proposed a solution, to the SBV team, that I though might work really well.
So, I noticed
Your nurses have a lot of recurring tasks.
And they need to call for almost every single one.
Which is a major annoyance from what they've told me.
Is addressing that on your radar right now?
Yes!
Actually we already have something similar in the works.
You could probably flush it out.
Yea, sure. Hit me.
Hmm, yea we could definitely improve upon that.
Well, let's get to work then.
And just like that, we were on our way. Locked in the client for a little while longer with another problem to solve.
background & user research
This design effort sought to benefit facility management and shift workers by eliminating call time, and enabling async communication through this newly designed mobile app.
Why are calls so problematic now?
People in general hate calling now.
Confirming shift assignments was an annoyance.
Employees had to call to ask if there were any shifts open for them to be assigned to.
Requesting PTO or vacation was a tedious process over the phone.
Missing punches caused a ruckus.
Apart from addressing calls to improve the workflow, there was a case to be made for introducing some new convenience features
Yes eliminating the need for calls, was a great improvement in the workflow, but there were several other features nurses desired which we were willing to explore and cater for.
In addition to removing the need for calls, we aimed to personalize the experience for nurses by incorporating the features they truly desire, all accessible conveniently from their phones:
Time cards for tracking hours and earnings.
In-app PTO and vacation requests.
Shift search and request feature.
Comprehensive schedule view for past and upcoming shifts.
Punch tracker for accurate timekeeping.
Comparison charts to gauge performance against peers, encouraging efficiency.
Motivational tools like streaks, banners, and raised rates to encourage more shift applications.
After weeks of work, here are all the features we ended up designing for SBVs mobile app
The solutions
Empowering nurses to self-assign shifts via an open job board, to combat understaffing
In an interview, one nurse outlined the multiple steps in their workflow to request additional shifts. In response, we developed a straightforward job board for seamlessly requesting and tracking shifts.
Facilities also faced challenges with understaffing, prompting nurses to be granted the ability to self-assign shifts independently of facility assignments. The more they work, the more they get paid!
Home screens w/ shifts availability alerts
Request an available shift
Request confirmation
All requested shifts
We created a striking banner to instantly catch every nurse's attention, ensuring they are promptly notified of new shift openings. With just a few taps, they can easily request shifts that do not overlap with their current schedule.
Requesting vacations from hassle to ease, streamlining for swiftness
In the fast-paced hospital environment, nurses found the process of requesting vacation time to be a cumbersome ordeal. They had to navigate through multiple platforms, from emails to phone calls, just to secure a few days off.
Settings to access balance & requests
View requests history or
place a request
Selecting vacation duration
Review before placing request
Nurses could now check their balances, select dates, and submit requests within minutes.
Eliminated unnecessary hassle.
Facilitated a stronger focus on patient care.
Effortless missed punch-out reporting to minimize penalties and anxiety
Many nurses struggle with penalties for missed punches due to forgetfulness or fatigue. Reversing these penalties currently requires a manual process, burdening supervisors already busy with other tasks. Automating this would greatly relieve employees of unnecessary stress.
Time cards with missed punches banner
Missing punches detailed
Notify via the app to avoid penalties and calls
Punch-outs are now detected automatically. With the kiosk API integration.
Easier to report missed punches. Reduce late punch penalties.
Keeping nurses informed and prepared through instant notifications
Employees often found themselves juggling phone calls, emails, and text messages to stay updated on their shifts. A notifications flow, although simple, was a great convenience for all the nurses.
Profile & settings
Notification settings
Setting a shift reminder
Receive notifications
They can set reminders for upcoming shifts to avoid forgetting. They also receive notifications for request approvals, announcements, and missed punch detections, all through a single, reliable source for everything related to their work.
Unlocking clarity with more comprehensive schedule views
The previous SBV nurses app offered only a daily shift view, which proved inadequate for various needs. So, we leveled up and introduced monthly, weekly, and upcoming views. Pretty awesome, right?
Upcoming shifts
Weekly schedule view
Monthly schedule view
Important info glanceable.
Increased clarity and ease of use with improved UI and hierarchy.
Digital time cards for simplified hour & pay tracking
Nurses were eager for a more comprehensive way to track their earnings and hours worked per shift.
Digital time cards
Shift hours breakdown
Pay period summary
Digital cards provide detailed summaries of earnings and worked hours now.
Tracks all punches for further insight.
Incentivizing work consistency and performance using streaks and stats
In addressing the challenges of understaffing and irregular work schedules, nurses encountered a significant 7% callout rate, prompting managers to seek solutions.
Active streaks indicator
Performance statistics & comparison charts
Introducing a streaks feature was our initial step to foster consistency among staff. Complemented by statistical charts that tracked individual performance against percentiles, our aim was to promote accountability.
Understanding the inherent difficulties of the job, we discussed augmenting these efforts with monetary incentives. By offering rewards for maintaining streaks or achieving specific percentiles, we aim to provide additional motivation in our ongoing mission to tackle understaffing and ensure nursing homes operate smoothly.
conclusion
So what did we achieve?
After a busy but fun-filled 3 months, this is what we accomplished.
Fresh async workflow
Overhauled the workflow for greater efficiency, significantly reducing call times for everyone involved.
A new product
A new application designed to simplify nurses' work lives, offering greater control at their fingertips
Another successful project
This was the second project we collaborated on with SBV after a first successful stint. They might be back for thirds. More business for the agency!