DESIGN    UX/UI    SKETCHBOOK    ABOUT

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 their own homes.





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.


RESEARCH

Conducted multiple qualitative interviews and stakeholder co-creation sessions to identify the following key findings:

  • Tedious client input
  • Lack of prioritization
  • Outdated communication methods


RESULTS

PROJECT SPONSOR
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

    Developed a comprehensive journey map and service blueprint covering all steps required to register a client into the Fast Track Home program. This uncovered key pain points with technology used, communication styles, and planning.

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



    Reduced time spent on tedious manual input by 66% by creating multiple automations with PowerAutomate. This minimized inputting information twice,  and automatically scheduled client initial consultations after an introductory phone call.  







`Redesigned Council on Aging’s proprietary software, streamlining client intake, scheduling, and management that will serve as the jumping point for further software development.








    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, as confirmed  by ongoing usability tests.


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