Stretching the Definition of DesignOps (Chris Moses at DesignOps Summit 2018)
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The document discusses the expansion of DesignOps at athenahealth from focusing only on supporting product design teams to also optimizing communication and collaboration across teams. It describes how athenahealth conducted usability reviews on 55 workflows using Nielsen's heuristics which found over 3,000 issues. This led to improvements like reducing the steps for a claims edit workflow. The company also created knowledge tagging and a research council to further support teams throughout the product development process. In the future, athenahealth aims to continue optimizing experiences across their different product areas through a DesignOps approach.
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Stretching the Definition of DesignOps (Chris Moses at DesignOps Summit 2018)
- 1. ©athenahealthSource S t r e t c h i n g the definition of DesignOps Chris Moses Director, Product Management athenahealth
- 3. ©athenahealthSource NOW W ITH PRODUCT! S t r e t c h i n g the definition of DesignOps Chris Moses Director, Product Management athenahealth
- 6. "We literally built a company proudly on the fact that we had bad software."
- 10. ©athenahealth
- 11. ©athenahealth
- 12. ©athenahealthSource Photo by Martin Jernberg on Unsplash
- 13. ©athenahealthSource Photo by Martin Jernberg on Unsplash
- 14. ©athenahealth Many years of great success
- 15. ©athenahealth
- 16. ©athenahealth Photo by Jared Erondu on Unsplash
- 17. ©athenahealth Photo by Jared Erondu on Unsplash
- 18. ©athenahealth
- 20. ©athenahealth Clinicals (EHR) Collector (billing) PopHealth ... zone zone team team team team team team team zone zone team team team team team zone zone team team team team team
- 21. ©athenahealth
- 22. ©athenahealth TACTIC Provide teams with systems and support. STRATEGY Enable the product teams to innovate and execute.
- 23. ©athenahealth 85 people: 75% product design 25% design ops
- 24. ©athenahealth ● Managing efficient onboarding of new scrum designers ● Offering educational tools, support to improve design skills ● Identifying new UX tools, managing licenses ● Productive user panel + recruitment for UX studies Quick(er) wins
- 25. ©athenahealthSource Photo by Martin Jernberg on Unsplash ?
- 28. ∙ I 1 DAY 5 DAYS 1 DAY 1 DAY2 DAYS 2-week “audit” sprints
- 30. ©athenahealth
- 33. 🙀
- 34. Heuristic Avg. Score Negative Findings Match Between System and Real World 1.1 410 Flexibility and Efficiency of Use 1.3 302 Error Prevention 1.3 291 Consistency and Standards 1.8 463 Aesthetic and Minimalist Design 1.7 337 Recognition Rather than Recall 1.6 221 Visibility of System Status 1.8 275 Help Users Recognize, Diagnose and Recover from Errors 2.0 82 User Control and Freedom 2.2 102 Help and Documentation 2.4 82 55 workflows. 3,250 findings. Billing Staff 1.0 Billing Manager 1.1 Practice Manager 1.1 Management 1.3 Front Office Staff 1.7 Provider 1.9 Care Manager 1.9 Nurse 1.9 Clinical Staff 2.0 Patient 2.5
- 35. 4 pages & 10 steps 1 page & 4 steps ~50% reduction in time on task Impact on “Claim Edit” workflow
- 38. We built an app for that (thx Google App Maker!)
- 39. We built an app for that
- 40. We built an app for that
- 42. 2.4
- 43. 2.4 2.3
- 44. 2.4 2.3 2.6
- 45. 2.4 2.3 2.6 2.1 😱
- 48. ©athenahealthSource LESSONS LEARNED ● What’s a “good” score? ● Do we care about the number, or just the improvement?
- 49. ©athenahealthSource LESSONS LEARNED ● Focus on the heuristic findings, not the number ● Your goal is improvement, not any particular threshold
- 52. Research Council Forge Design System Supporting product teams throughout the SDLC Discovery Experiment Alpha/Beta Generally Available Systems
- 53. ©athenahealthSource ● What do we know about X? ● What are we doing about X?
- 55. Collector (billing) zone zone team team team team team Tag knowledge by product, zone, and team? x Collector x Claims x Claim Edit PRODUCT ZONE TEAM
- 57. DesignOps?
- 59. ©athenahealth Clinicals (EHR) Collector (billing) PopHealth ... zone zone team team team team team team team zone zone team team team team team zone zone team team team team team Optimize communication and collaboration?
- 60. ©athenahealth Clinicals (EHR) Collector (billing) PopHealth ... zone zone team team team team team team team zone zone team team team team team zone zone team team team team team Optimize communication and collaboration? Global Experiences