Unlocking Potential
Optimizing the in-room patient experience at Baptist West Kendall Hospital
We redesigned the digital smart room experience to optimize patient information and decrease nurse workload.
Our challenge
To address low patient satisfaction and alleviate the burden on their medical staff, Baptist Health introduced a smart in-room system to enhance the hospital experience for patients.
However, the results were unexpected: the system's introduction led to a 15% increase in medical staff workload, only 17% of patients utilized the TV during their stay.
However, the results were unexpected: the system's introduction led to a 15% increase in medical staff workload, only 17% of patients utilized the TV during their stay.
The team
UX designer & UX researcher
2 UI designers
2 Project Managers
Product team
Pcare team (provider and manufacturer)
2 UI designers
2 Project Managers
Product team
Pcare team (provider and manufacturer)
6 months
time dedicated to developing the design
UX strategy, Usability testing, UX design
were our responsibilities during the creation process
$2 million
was the investment allocated to cover the project costs
testimonials
What our customers says
Discoveries Unveiled
Research
revelations
Over a span of two weeks, we carried out 30 interviews involving both patients and medical staff, uncovering the primary pain points in their experiences.
Usability issue with interface navigation
Smart TV users were baffled by arrows not enabling horizontal scrolling, causing confusion.
Need for more patient-friendly information
TV data's unfriendly design led medical staff to often explain, leaving patients uninformed.
Design limitations impacting UX
Design flaws: dark theme, dense text, hinder accessibility and satisfaction.
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Extensive training time for TV interface
On average, the medical staff spent 25 extra minutes per patient explaining TV interface.
High learning curve for patients
Patients struggled with the TV interface despite guidance, due to misaligned interactions.
From insight to design
Understanding
our users
Patients faced challenges using the pillow remote control, often finding it non-intuitive and frustrating. Coupled with this, they struggled to retain crucial details provided by medical staff, leading to gaps in their understanding of treatments and procedures.
Additionally, feedback on meals and nursing attention pinpointed areas that need refinement. Addressing these will significantly enhance the overall patient experience.
Additionally, feedback on meals and nursing attention pinpointed areas that need refinement. Addressing these will significantly enhance the overall patient experience.
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We got it!
Opportunity zones
Patient education
The TV could serve as the initial touchpoint for education, providing patients with personalized advice based on their medical conditions.
Empowering patients to continue care at home
The Smart TV presented an opportunity to introduce patients to PineApp, Baptist Health's mobile app. This app enables patients to track their lab results, medical notes, and provides continued medical education and preventive measures post-discharge.
Patient notification center
The TV could keep patients informed about their care, serve as a platform for reminders, and consistently display crucial information.
Before
Hard to navigate, difficult to understand
The previous design left users feeling overwhelmed by its confusing and technical language, often burying important information beneath layers of obscurity.
Additionally, important tasks were often not reminded to patients, leading to a lack of action on their part.
Additionally, important tasks were often not reminded to patients, leading to a lack of action on their part.
After
Clear, enjoyable, informative, user-friendly
Our new system Informs the patient about what staff visited them during the day, when their expected discharge date is and who will assist their discharge documentation.
It also remind patients about important tasks and encourages them to take action.
It also remind patients about important tasks and encourages them to take action.
How the patients
Perceived the
new interface
We conducted on-site usability testing with 10 patients, aged 45 to 72, utilizing the updated prototype and the revamped pillow speaker control.
82% of patients
favored the horizontal and vertical navigation methods over number-based ones, suggesting a clear, intuitive approach to navigating the interface.
97% of participants
liked the "Who visited you today" feature on their home screen. The inclusion of photography was also positively received, helping alleviate the sterile feel of a hospital room and enhancing the overall user experience.
75% of patients
mentioned the labeling, especially within the "communication" section, led to significant confusion. Users misinterpreted the purpose of that section, for example, they expected the communication section to include their medical records, lab results, and other related patient information.
Examples of how
The patients’ experience
was improved
Nurse-mediated, manual meal requests
Patients relied on nurses for paper forms and remained in the dark about meal status, making the process tedious and changes cumbersome.
Digital & direct meal management
With the Smart TV interface, patients independently select, manage, and adjust their meals, bridging the communication gap directly with meal prep teams.
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See More Cases
Selected projects
Baptist Health — Pineapp app
Product Design
ux research
We employed a focused design-driven process across user research, ideation, prototyping, and design development to help Baptist Health bring its vision of an engaging, user-friendly app to life.
View Case Study
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