Transforming the Healthcare Experience at Baptist Health
Enhancing patient care with PineApp
We redesigned an application that transforms the patient experience by providing a holistic and simplified interface for interacting with their healthcare journey.
About the Client
In a year since its launch, Baptist Health South Florida's PineApp has become an essential tool for patients, receiving ~500 daily sign-ins. This rapid adoption underscores the organization's commitment to enhancing patient experience through technology.
Problem statement
Baptist Health South Florida sought to enhance its position as a leader in healthcare through a strategic advancement in its digital transformation efforts. The organization faced the challenge of integrating modern technology in a way that met evolving patient expectations and healthcare standards, while also ensuring ease of access, efficiency, and overall patient satisfaction.
the impact
14,762
weekly recurring users
47.34%
engagement rate
99.4%
retention rate
Digital transformation journey
Our design team's approach to digital transformation emphasizes a phased, collaborative process between product development and design to enhance operational efficiencies and improve user experiences.
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Design process
Human impact: People, not patients
Strategic planning and stakeholder engagement
Gathered key insights from patients and staff on early project hurdles, collaborated with the vendor for planning, sought input from stakeholders and advisory groups, and evaluated hospital infrastructure to spot constraints and improvement opportunities.
Innovative design and collaboration
Conducted comprehensive competitive analysis and examined best practices from other care systems, informed design processes with research findings, refined designs iteratively to improve user experience, and engaged with stakeholders for alignment and initial approvals.
User-centric design iteration
Focused on prototyping, created interactive designs, conducted usability tests with SUS surveys, addressed improvement areas, and harmonized design ideals with engineering constraints for functional, user-focused iterations.
Handoff and implementation support
Completed the handoff process by providing design assets and documentation, and supplied the engineering team with a comprehensive implementation roadmap and resources.
Prototype, test & iterate
In 2020, to address low patient satisfaction and alleviate the burden on their medical staff, Baptist Health's Design and Technology team introduced a smart in-room system aimed at enhancing the hospital experience for patients.
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Clarity in essential process
Et harum quidem rerum facilis est et expedita distinctio. Nam libero tempore.
Accessibility considerations
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Clean &
clear inputs
clear inputs
Et harum quidem rerum facilis est et expedita distinctio. Nam libero tempore.
More contrast
in dark theme
in dark theme
Et harum quidem rerum facilis est et expedita distinctio. Nam libero tempore.
Research
& discovery
We conducted comprehensive user research to identify the primary challenges faced by users of PineApp, examining how the app was used and adopted. This investigation laid the groundwork for scaling the application and incorporating essential features to meet user needs more effectively.
Usability issues
Participants couldn't complete some basic tasks or were blocked in the middle by technical problems.
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Unclear instructions
Some patients felt lost during the process due to unclear instructions.
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Medical language
Information was too technical and difficult to understand.
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Accessibility issues
Poor color contrast, lack of voice-assisted functionality and ambiguous content.
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Positive branding
Although some patients found some difficulties, overall their showed a positive brand sentiment.
Design solutions
During our evaluation of the app, we identified several critical issues that impacted user experience, including unclear language, a lack of comprehensive instructions, and inadequate accessibility features. Recognizing the importance of these elements in enhancing user satisfaction and engagement, we devised specific strategies to address each problem effectively.
Clarifying language for better understanding
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This involved simplifying complex terms, using more direct and patient-friendly language, and ensuring that all instructions and information were easy to understand. These improvements aimed to make the app more accessible to a broader audience, enhancing user comprehension and interaction.
Providing detailed instructions
Integrating detailed, step-by-step instructions, and onboarding flows helped to assist users through each feature and function, ensuring a smooth and intuitive user experience. By eliminating guesswork and confusion, we fostered a more supportive and user-centric environment.
Enhancing accessibility
We implemented several key features, including voice-assisted functionality, high-contrast color schemes, and text resizing options. These enhancements are aimed at supporting users with various disabilities, ensuring that the app is usable and enjoyable for everyone, regardless of their physical capabilities. By prioritizing accessibility, we committed to creating an inclusive digital space that accommodates all users.
Handoff &
product launch
In 2020, to address low patient satisfaction and alleviate the burden on their medical staff, Baptist Health's Design and Technology team introduced a smart in-room system aimed at enhancing the hospital experience for patients.
Consultation date agile
In 2020, to address low patient satisfaction and alleviate the burden on their medical staff, Baptist Health's Design and Technology team introduced a smart in-room system aimed at enhancing the hospital experience for patients.
Geolocation
In 2020, to address low patient satisfaction and alleviate the burden on their medical staff, Baptist Health's Design and Technology team introduced a smart in-room system aimed at enhancing the hospital experience for patients.
Diagnosis & IA integrated
In 2020, to address low patient satisfaction and alleviate the burden on their medical staff, Baptist Health's Design and Technology team introduced a smart in-room system aimed at enhancing the hospital experience for patients.
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testimonials
What our costumers says
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