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Carbon Internship

Carbon Internship

Smart and hassle-free healthcare

A smarter and more hassle-free healthcare

In my internship at Carbon Health, I mainly worked on Clinic 2.0, a more personalized in-clinic patient experience. I helped the team to bridge their clinic renovation with interaction design as well as other small projects.

Product Team: 1 designer, 5 engineers, 3 product managers

Mentors:
  Pablo Stanley, Eren Bali, Mitsue Karaman

Duration: 3 months (Summer 2017)

About: Carbon Health is an integrated healthcare management solution for small-to-medium-sized providers and their patients with the goal of becoming the world's largest healthcare network.

Disclaimer: 
Some steps in my process and projects that I have done during my internship is excluded (or blurred) due to the confidentiality.
Some of my 12-week internship deliverables

I started my internship with understanding what the team has done so far. They address US healthcare system's important problems such as interoperability, transparency of health records, and billing.

Carbon Clinic 2.0

In first two weeks, I mapped Carbon on a service blueprint. This helped me to become familiar with the company and get exposed to the medical procedure and jargon. I collected insights through contextual inquiries with medical staff, as well as patient reviews.

Co-Designing the New Visit Flow

In next four weeks, I developed a user flow for patients and integrated it in the renovation of Carbon's flagship clinic in SF, Financial District. My goal was to make it as a showcase where our EHR customers and investors can see how Carbon enhances the patient experience through technology within a tight budget.

I also included our staff in the design process. I printed empty scaled architectural plans and equipment from Sketchup. Then I asked our staff how they will design the exam room and why. 

Carbon Clinic 2.0: A Scalable Patient Visit Flow

Finally, I delivered a user visit flow with all touch points, which has included a check-in kiosk, a lobby display, exam room displays and exam room status displays. All used equipment is available across the country to meet our evaluation metric: scalability.

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A Better Onboarding Experience: The Kiosk Flow

In last 6 weeks, I continued with designing the user flow of touchpoints. I started by revising the existing Kiosk flow, which is initially designed by Carbon's lead designer, Pablo Stanley.

The kiosk is a built-in mode in the EHR app to turn any iPad into a check-in kiosk. It works as a fallback to onboard patients who don't own a smartphone or have a Carbon account.

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Creating a Unified Onboarding Experience

The biggest challenge was creating a seamless onboarding experience for patients, who scheduled appointments from different channels such as Carbon app or website, ZocDoc, or phone call whether they are returning or first-time patients.

Mapping the Flow of Environmental Displays

I continued with designing environmental displays. They aim to support Carbon's promise of a smarter and a more transparent healthcare throughout a visit.

I designed all displays to show information without any patient interaction, but through the actions of the staff and providers. I mapped all screens to staff actions on EHR app.

environmental_displays-flow

Communicating via the Lobby Display

Lobby display is the first digital touch point. It provides an instant confirmation for patients who have an upcoming appointment. We used First Name + Second N. Initial to signify patient identity while fulfilling the HIPAA privacy complaint.

Although Carbon clinics are far more efficient than others, we acknowledge that sometimes a short wait is unavoidable. For those times, I proposed a mini slide deck to highlight the features of the Carbon app to inform patients, who haven't used it before.

Lobby Display: Staff-Only Interactions

As both lobby and exam room displays run on tvOS, I proposed staff-only actions such as how can a room assigned. Practices can authorize themselves in tvOS by using the Carbon EHR (iPad) app.

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Guiding Patients in Clinic

After a patient is called for an appointment, a nurse assigns an exam room and takes the patient to the exam room. In a regular doctor's office, this journey often ends up in a standard room.

I aimed to create a more personalized experience by showing patient names on room status displays. In larger practices, these displays primarily work as an wayfinding signage.

Making Triage Easier

With room status displays, the staff can mark a room as available when their occupancy ends. If they ignore marking it, the system automatically updates the status to "available, but not inspected". 

As mark-as-available is a staff-only interaction, I also designed a hidden gesture to prevent others to run it. To execute it, users long-press the status text at the bottom and swipe it to the right.

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Building Patient Trust Through In-Room Display

When patients enter the exam room, they are also greeted with their names via the exam room display. This helps to maintain the conversation throughout the diagnosis. 

As nurses execute the regular triage processes, exam room displays show what a staff member submitted to the system step by step. By this, users can see all of their submitted data such as their vitals, medical history, or the history of their present illness.

Informing Patients on Their Own Health

Providers also can use the in-room display to share information such as blood tests, or medical imagery, as well as clinical orders through using the share function of the EHR App.

The system ends the conversation personally and informs patients how the care continues via Carbon mobile app when the visit ends.

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Revising Carbonhealth.com

I also worked on smaller projects such as the revision of Carbonhealth.com. I unified the visual elements in terms of pixel-perfecting, minimizing the number of used colors. I also updated the copy with our growth manager.

Old Version 

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Revised Version 

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Provider Digest No. 2

Provider Digest No. 2
Provider Digest No. 2

In another weekly project, I have teamed up with our Growth team to send the second email digest for business partners. I produced scientifically-correct product shots along with assisting the copy.

As being a lean startup, this email had a lot of new features to digest and show. Using gifs captured all requested features as well as enabled viewers to click and inspect them more.

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Going Forward

Provider Digest No. 2
Provider Digest No. 2

I learned a lot in my internship at Carbon and most importantly worked with great people and mentors. Being one of the two designers in the team, I was able to put my hands in different areas of design and collaborate with developers and managers to ship the best work and see them in real life.

The biggest outcome of my time in Carbon will be once my in internship project, Carbon 2.0, physically built and ready for patients. It is expected to be completed before Spring 2018. 

Here are some of the key learnings from my internship at Carbon:

  • Defining what to solve is more important than any solution, especially in high-stakes domains such as healthcare that have complex processes.
  • User research is and should be the core of any well-designed product team. When the research is at the core, it becomes the intuitive way of problem-solving in the ambiguity.
  • Taking risks and failing in the early stages is very important to learn from mistakes and it is the part of the design process.
  • Communication is the most important skill of a designer. Not only communicating visually but also having excellent verbal and written communication is crucial to explain ideas in an understandable way and drive conversations.

Ongoing Projects

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