CASE MANAGEMENT SYSTEM DESIGN
BACKGROUND
Council on Aging of Southwest Ohio is an organization that provides various services and assistance to elderly adults, from meal delivery to caregiver home care. One of their most used services is Fast Track Home (FTH), which allows adults to quickly recover after being dismissed from a hospital or a skilled nursing facility.
CHALLENGE
The current case management workflow for Council on Aging’s client placement is cumbersome and does not make optimal use of the team’s expertise. This inefficiency affects the ability to effectively connect older adults to services they need, causing delays in care and slower recovery time. The aim of the project was to assess the current workflow, identify gaps and duplicates of information, and optimize the registration process to improve client care.
RESULTS
1. Developed a comprehensive journey map and service blueprint covering all steps and interactions required to register an elderly adult into the FTH program.
2. Created multiple automations with PowerAutomate to minimize inputting information twice, and to automatically schedule client initial consultations after an introductory phone call.
3. Designed and wire-framed a refreshed version of Council on Aging’s proprietary software, streamlining client intake, scheduling, and management that will serve as the jumping point for further software development.
4. Decreased the amount of time to register a client and schedule an initial meeting from 30 minutes to 10 minutes, allowing case managers to help 3x as many clients in the same amount of time.
This work is confidential, however I am able to share hard copies in interviews.
Council On Aging
TIMELINE
15 Weeks
ROLE
UX Designer, Project Lead
SKILLS
User Research
Heuristic Analysis
Data Visualization
UX/UI Design
Wireframe Prototyping
Presentation Design
Figma
Adobe Illustrator
Microsoft PowerAutomate