https://www.caratomko.com/work daily 1.0 2024-05-03 https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578257661168-C6WINWH3UNBQFFD8NHR7/Rich+Picture+Whiteboard_Blurred.png Work Beginning with the key data needs, we mapped out how the data would flow and ultimately support case manager’s outreach efforts. Using a whiteboard to map out the group’s vision allowed the group to make changes as needed. We found that getting stakeholders to articulate the relationships between elements was key to this activity’s success. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578257032306-Z5IXCPAJDTLDML89Y3N3/Member+Outreach+Service+Blueprint_Blurred.png Work It’s often difficult to see the full picture, especially within a complex problem space. Framing the end-to-end process as a service and documenting key elements needed along the way helped make the situation more tangible. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578257095260-G2ADL4XKJ2312WKI9NBT/Case+Manager+Journey+Map_Blurred.png Work Understanding the case manager’s journey was key to uncovering opportunities to bring in data more efficiently and provide more effective member interventions. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578258285606-HJ2SSFZKMKJLIU35HDGW/Hypothetical+Proces+Map+Blurred.png Work Similar to a traditional journey map, we used a simple process framework to sketch out the end-to-end process of case management. Generating this draft in the kick-off phase helped form our research goals. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578257555142-KZU0N9SC75OQI74XR896/Value+Prop.png Work Small groups filled out the Vision Statement Mad Lib worksheet and then voted on their favorite aspects from all. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578257183970-53NDNVWU3OS6Z2Y8WHLW/Case+Manager+Data+Needs_Blurred.png Work Defining data needed within the context of case management steps and goals helped us tell a story around the data. Much of the information that was missing or incorrect created significant barriers for case managers to do their jobs. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578255355346-KV43AAO57POEWZMTJPGL/IMG_1617.jpg Work - Survey In an online survey, we asked what information participants would want about the member in an ideal world and used affinity mapping to synthesize the responses. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631400118237-6747PE4RX3FZS3JOLAF0/Validation+Session+Blurred.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578256941108-1S0IZB1NALXEXI0CPRRL/Gary%27s+Story_Blurred.png Work Drawing on the impact of story, this member-focused storyboard captured all stakeholders’ attention, providing the empathy to catalyze progress toward meaningful solutions everyone could get behind. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578255663631-R6QQ2BJFJDX6NSD5NRA4/Recomended+Data+Focus.png Work Defining the essential data needed to conduct member outreach into five key elements helped the team stay on track and would enable future features to be implemented strategically. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578260096061-U0QG0YTDKGQJBUQCJPRQ/yellow.png Work Design & Data: how to humanize data https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578257340493-UB0PDK19VY9GU1MH6WOT/Case+Manager_+Systems+Used_Blurred.png Work Bringing data in a timely manner would certainly alleviate many of the case managers’ pain points. We also needed a way to document the challenges around the tools that case managers used. For each persona, from the center outward, we mapped out the tools, jobs to be done, and pain/positive points with each. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578257751970-MC6CFNV10SB3E6GEU6IB/Big+Pitcture+Flow_Blurred.png Work As a final deliverable, this data flow map infused a human-centered lens by highlighting case managers’ needs. For each element within the data flow, we created a card with a short description and noted key stakeholders responsible. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578256864381-DX48WBXKUSASWJO53A41/Case+Manager+Persona.png Work From our research, we created composite personas such as for our key user, a case manager who is passionate about having a positive impact on members in their health journey. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578258145042-9LZ6NMIUJDKUVPQNGOIQ/Use+Cases_Blurred.png Work Use Case Canvas format used in our kick-off workshop to brainstorm who uses data and why. We worked in-person on the wall with good old fashioned sticky notes and markers and then digitized our work in Mural. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578258229847-L8UZWRA0V0S5Z9BZT3I2/use+case+prioritization.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631398903569-DWNKSS029CMK7PW1BH6V/workshop.JPG Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631398069683-59NVDJTHAX5Q8HG1U7NV/concept+poster.jpg Work - Make it stand out Our participants worked together in small groups to sketch out agreed-upon solution ideas which were then presented to the entire group. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631397832049-ZNK778YWI45WEE2869JT/Problem+Tree.jpg Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631397989155-0O0XKWJRMEGXFFFORZFO/creative+matrix.jpg Work - Make it stand out Going for breadth, we used the creative matrix as a tool to rapidly generate many ideas. Participants voted on their favorite ideas. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1621292793867-MGVSU7DLAIRI9WPNF8C7/workflow+-+current.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1621292793873-ZZFZY0LZO78DRWPN38ZI/workflow-+future.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631397681811-PMH0YY5KLOEQH1O8Q2S8/systems.jpg Work - Make it stand out We created a visual representation of the systems in play and highlighted slow and outdated data flows. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1621294394541-P783936DNVOENKAI0J5T/Desktop+-+1+%281%29.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631397585149-NJ8B58VCHF4DTRPEIQEP/archetypes.png Work - Make it stand out The archetypical personas were flexible enough for workshop participants to self-identify. We also provided more specific details around needs and goals of each persona to help make decisions. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631394370384-F53EOM69JKF6FN6GV4W9/design+studios.png Work - Make it stand out Design studio around providing members with the resources they need. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631393691231-KUCBP8KLQCWX4NI24INE/community+center.jpg Work - Make it stand out Local food resource center where we sat down to hear members' stories. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631468760781-BW6LA1XEO57Z9YY8MH0R/Frame+2.png Work - Make it stand out Jack is a millennial who doesn't want insurance involved in his health. In the past, he's often felt frustrated and tired telling his story over and over to get the help he needs. Jack noticed lately that his care seems much more connected and that he's learning about resources he didn't know about before. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631394646163-FT6PYINXFR58VM9XOEDM/user-testing.png Work - Make it stand out Testing results with prototype changes. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631393044974-KO8PHR3CDHM5ST2KX5A7/workshop1.png Work - Make it stand out We established a common understanding of how things work, and how key problems relate to each other. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631393935479-JIJSJOJQU9H5YLMYCR4W/scenarios.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631394106901-X0WVA78S2ADCHD8NFPZK/member+journey+map.png Work - Make it stand out A members’ core needs influence how they interact with healthcare team players along their health journey. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631394029619-VMUEFND1YDQ25627GUCH/intervention+map.png Work - Make it stand out This intervention map highlights the systemic barriers that impact members’ experience with clinical services. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631468665902-BTCFJDCB7J68XOHG5RSO/Frame+1.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631393871608-X6N6WW8D0SOBNOESB8FF/synthesis.png Work - Make it stand out Synthesis workshops helped to uncover trends, important insights, root problems and the system structures and mindsets. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632162336477-XD93RJJQXP6XGGA1S7GN/User+Feedback+%281%29.png Work - Make it stand out The original DocVault interface was not intuitive. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631901366024-FGGNNQDCGXO6P30H37RW/DV+group+review.jpg Work - Make it stand out Together, the team reviewed the existing UI for pain points, positive points, and ideas. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631912426760-QENI9PU3DQKTDQC9HWXH/Frame+1+%281%29.png Work - Make it stand out Users were able to complete their tasks more easily with the search bar higher on the page. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631911786037-C23I7FMF9322MAZUXZJX/DV+user+testing.png Work - Make it stand out Screenshot from a recording of a participant conducting a task. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631901234478-YSM0WOF4HZWI2FX8UH2N/Use+Case+Matrix_DV.jpg Work - Make it stand out We used a Use Case Matrix to define and prioritize who was using DocVault. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632161911630-4KZ6XM0AM3FE7RDN7YC1/Analysis+Goals.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632161911636-BDUZRS9IIEJZQGNAGUR5/Search+vs+navigate.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632161912252-DZ5PGA6IJ2AYIJ0BRRJJ/Summary+of+takeaways.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632161912228-AQW0KDI2MIRAISHHWR8M/Tagging+Documents.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632166214204-K3W0DRCKUSWA6JZT0RLO/DV+Home+-+New.png Work - Make it stand out The homepage was re-imagined as a mini-dashboard. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632169680287-IMFCE3WTN5IENXY7GYC1/IA+Session.png Work - Make it stand out During our session, we sorted entities into groups. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632170198425-L2S7TCKRGSKNBO3QFTFP/MPP+-+Value+Proposition+Madlibs.jpg Work - Make it stand out Giving team members the chance to express their ideas helped everyone feel heard and included in the design process. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632170736492-8L1GQLIFNFYZDL179WCG/Screen+Shot+2021-09-20+at+4.45.14+PM.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632178369762-VWKAEW1OBQAKGXNDZKGG/MPP+Future+Concept+Home.png Work - Make it stand out To inspire the product team and stakeholders, we created an aspirational future-state homepage mock-up. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179285972-TUBO6Y978FX6CPPHG274/34_F.1+Practice+Profile+-+Provider+Demographics+-++Edited+Cells.png Work - Make it stand out The landing page for an organization communicates any updates made. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632178707738-F175EA4ACQ2DYGRQXZCA/A.+MPP+3.0+Home.png Work - Make it stand out The addition of a homepage for the application will help orient users and provide the space for future enhancements. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632169984037-2GQ5QBEPI75BG1PXYRLG/MPP+-+MPP+Experience+Map+.jpg Work - Make it stand out We visualized the users’ experience as a map that showed the emotional state of the user at different points. Together, we were able to identify areas of opportunity to bring the user experience from negative to positive. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632169277418-NBO7THBBGU5KL9IPE8CY/Goal.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632169272736-UBN12606XE16NZU2ZKIS/Severity.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632169267625-MDVUXNBY1RDT52IU3J44/Key+Takeaways.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632178894661-OPUGC3LIQF1YT96OMFRM/29_E.1+Practice+Profile+-+Provider+Details+-+Personal+Info+-+New+Provider.png Work - Make it stand out The added detail page template will help users with data entry and provide a consistent editing experience across the application. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179455284-IKAQ4EJATYCVOLX0IEM7/MPP+3.0+Page+Types.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179471371-2L0C77VF8UC6V6V3MXL4/MPP+3.0+Site+Map.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179479215-UP9OPOP1WNC2EEZ7Z1NZ/Organization+of+Practice+Profile+Subpages.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179442466-X7VI15BEDSFBM0PLGYD8/%E2%9C%85+MPP+3.0+Flow+-+Add+Address+Provider.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179560296-BOI4BT47TL38WK17D53L/Table+Cells%3A+Provider+Demographics.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179858014-VG4XQG7JNUS1PVD1PV9F/Brandon+Story.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179963684-BUKVOM7T51ZSKYQ81ECR/Maria+Story.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632179986396-1UFRWMN2RNOSSQT0V09Y/Sally+Story.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632169821481-PSESMGANXYPAVMNN4TZ4/Information+Map.png Work - Make it stand out Mapping the information helped us to define relationships between data. https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1621338530966-RHTMFD9MIUWGCJV7P8AS/IMG_4564.jpg Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631399473770-DG5TV4LKU784DWBSRAPO/Cara%2Bworking%2B%25281%2529.jpeg Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1631468864464-OUECUXUNU57EWJRSJ89Y/Frame+3.png Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632166430375-N9G7GB3Q5LD4S34R6LON/use%2Bcase.jpg Work https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1632246645777-SI8TT2R7K6X24V1PXWIB/IA+Session+banner.png Work https://www.caratomko.com/contact daily 0.75 2019-12-29 https://www.caratomko.com/about daily 0.75 2020-01-05 https://images.squarespace-cdn.com/content/v1/5e08dad1542c310a6bff5acb/1578253375030-ZNMGG8CSTM93JJT9S9SX/cara-tomko_.jpg About