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CASE MANAGEMENT SYSTEM DESIGN

Evaluated and standardized the Fast Track Home (FTH) program within Council on Aging, an organization dedicated to serving the aging population by assisting them within the comfort of their own homes.



PROJECT SPONSOR

Council On Aging

TIMELINE

January - May 2025

SKILLS

User Research
Heuristic Analysis
Data Visualization
UX/UI Design
Prototyping




This work is confidential, however I am able to share hard copies in interviews.

BACKGROUND

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.  

MY  ROLE

As the Design Research Lead for this project, I was responsible for leading a team of 4 in identifying key pain points and opportunity areas within the case management system. I conducted several primary interviews, visually translating the data to client. Furthermore, I created multiple iterations and developed the final prototype used as a benchmark in the framework the team and I created for the client.


PROCESS

  • Developed a service blueprint by conducting primary research and interactive refinement sessions.

  • Identified system improvement opportunities and created cross-program tools and workflow automations.

  • Validated automations through individual sessions and iterated management system based on feedback.

  • Established sustainable framework to address short, medium, and long term phases of case management system optimization.



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