Improving the continuity of care for aged care patients
Health Metrics eCase platform
Services provided
Field research
Process flows
Wire frames
User experience (UX) design
Accessibility
User interface (UI) design
Background
eCase is Australia’s leading digital solution for the clinical, financial and operational needs of aged care, retirement living and disability services. Their platform was first developed in 2008 and has grown in functionality over the years. With a change of brand direction and desire to improve the user experience with a human centred approach, the team at Healthmetrics engaged us to lead their platform redesign.
Screens show mock data
The challenge
The sheer size of this platform meant tackling redesign in phases—reskin, hybrid and full UX redesign streams of work. A key priority was minimising change management pain for the thousands of users who had learnt to use the legacy interface over many years.
Screens show mock data
Screens show mock data
What we did
Field research visiting staff at aged care services
Qualitative interviews to understand needs and pain points for nurses and operations staff
Sprinted in cycles of discovery, definition, design and iteration
Developed a best practice Figma design system to roll out across their web and app products
Produced clickable prototypes for easy review by stakeholders
Presented designs and shared our human-centred design approach at the eCase Customer Conference
The result
While many care products focus on the transactional side of their platform, for this product we were able to weave ‘the patient story’ into the redesigned interface. A key feature was to surface relevant snippets of patient information that help staff maintain a connection to the people they are supporting. This allows Health Metrics to offer a product that humanises care, and that stands out from their competitors. The initial reaction to the redesign has been extremely positive and has clients excited.
“Collaboration with both our internal stakeholders and customers has been excellent leading to very high-quality outcomes. Their deep understanding of the healthcare sector has also been very beneficial in delivering on our requirements”