Skellefteå Kommun.
Skellefteå Kommun.
Skellefteå Kommun.
Digitizing schedule distribution to reduce cognitive load and eliminate administrative errors.
Digitizing schedule distribution to reduce cognitive load and eliminate administrative errors.
OVERVIEW
OVERVIEW
Planners at short-term care facilities in Skellefteå Municipality faced high cognitive load manually converting master schedules into individual guardian updates. The process was fragmented, error-prone, and often required two staff members to cross-reference data.
Planners at short-term care facilities in Skellefteå Municipality faced high cognitive load manually converting master schedules into individual guardian updates. The process was fragmented, error-prone, and often required two staff members to cross-reference data.
Over 8 weeks, I applied cognitive science and UX methods to design a unified digital workspace that automates schedule extraction, cuts stress, and improves accessibility for guardians.
Over 8 weeks, I applied cognitive science and UX methods to design a unified digital workspace that automates schedule extraction, cuts stress, and improves accessibility for guardians.
Role
UX/UI Designer
Timeline
8 weeks
Industry
Healthcare
INTERVIEWS & SURVEY
Understanding the problem: To map internal workflows and guardian experiences across three municipal units, I conducted mixed-methods research including 5 interviews with planners along with an anonymous digital survey with guardians.
Understanding the problem: To map internal workflows and guardian experiences across three municipal units, I conducted mixed-methods research including 5 interviews with planners along with an anonymous digital survey with guardians.
This gave me the painpoints from both the planners and receiving perspective of the schedule.
This gave me the painpoints from both the planners and receiving perspective of the schedule.
PROBLEM STATEMENTS
Cognitive Load: Planners had to keep numerous variables in working memory simultaneously, such as available days, frequency limits and social compatibility between users while manually placing checkmarks in Excel.
Cognitive Load: Planners had to keep numerous variables in working memory simultaneously, such as available days, frequency limits and social compatibility between users while manually placing checkmarks in Excel.
Fear of Miskeying & Double-Work: Relying entirely on memory while cross-referencing files caused stress and fear of making errors. To reduce this risk, facilities often assigned two planners to perform the task together.
Fear of Miskeying & Double-Work: Relying entirely on memory while cross-referencing files caused stress and fear of making errors. To reduce this risk, facilities often assigned two planners to perform the task together.
Ambiguous Guardian Schedules: Outgoing schedules featured plain checkmarks without explicit dates or specific times, making them difficult for guardians to interpret and increasing the risk of missed care visits.
Ambiguous Guardian Schedules: Outgoing schedules featured plain checkmarks without explicit dates or specific times, making them difficult for guardians to interpret and increasing the risk of missed care visits.
DESIGN SOLUTIONS
DESIGN SOLUTIONS
DESIGN SOLUTIONS
Rule-Based Profiles
Rule-Based Profiles
Saves individual constraints and requirements to eliminate mental fatigue
Saves individual constraints and requirements to eliminate mental fatigue
Visual drag and drop
Visual drag and drop
Uses color-coded validation to make scheduling effortless
Uses color-coded validation to make scheduling effortless
Automated Schedule Generation
Automated Schedule Generation
Auto-creates personalized schedules, customizable text, and downloadable .ics calender files
Auto-creates personalized schedules, customizable text, and downloadable .ics calender files
Clear & Accessible Layout
Clear & Accessible Layout
Replaces confusing checkmarks with explicit dates, times, and week numbers for guardians
Replaces confusing checkmarks with explicit dates, times, and week numbers for guardians
USABILITY TESTS
Task-based tests: Validated through 11 tasks and comparative benchmarking with active planners of the current process:
Task-based tests: Validated through 11 tasks and comparative benchmarking with active planners of the current process:
Massive improvement: Every researchpoint was improved e.g. trust, speed and stress level
Massive improvement: Every researchpoint was improved e.g. trust, speed and stress level
100% of participants requested to adopt the system immediately
100% of participants requested to adopt the system immediately
OUTCOME
Resource Optimization: Reduced staffing needs from two people to one single planner, freeing time for direct care.
Resource Optimization: Reduced staffing needs from two people to one single planner, freeing time for direct care.
Zeroed Error Margin: Automated validation removed manual cross-referencing and miscommunication.
Zeroed Error Margin: Automated validation removed manual cross-referencing and miscommunication.
Enhanced Accessibility: Delivered mobile-friendly schedules with direct digital calender integration
Enhanced Accessibility: Delivered mobile-friendly schedules with direct digital calender integration
Municipal Handover: Project report, presentation, video demonstration and specs handed over to Skellefteå IT for implementation
Municipal Handover: Project report, presentation, video demonstration and specs handed over to Skellefteå IT for implementation