Easing the Burden
of Nurse Managers

ORGANIZATION

Texas Health is one of the largest faith-based, non-profit health systems in the U.S., with over 350 points of access, 24,000 employees, and 6,000 physicians.

MY ROLE

Primary UX Researcher & Designer;
Responsible for primary & secondary research activities, synthesis, ideation & wireframing, and concept testing

TIMELINE

4 months

Opportunity

How can Texas Health enable and empower the Nurse Manager role through re-imagined services, touch-points, and products?

Research Activities

Executive Leadership Interviews

From HR, Finance, Nursing, Experience, and Data & Analytics

Nurse Manager
Interviews

From 8 different TH facilities, varying in staff sizes and experience level

Journaling
Participants

Daily routines were documented through the Indeemo platform

Workshop
Participants

A workshop was organized to collaboratively iterate on concepts

I also conducted secondary research through a literature review, comparative analysis, and competitive analysis to understand the emerging non-traditional competitors (e.g. virtual health players) as well as to gain inspiration from analogous industries and tools.

What We Learned

one

Simplify
the Routine

Nurse Managers are daily overloaded with both planned and ad hoc tasks. Because of the disparate nature of their tools & resources, it can be difficult to prioritize and manage these tasks.

“It’s death by 5,000 paper cuts.”

two

Connect People, Processes, & Learning

Nurse Managers can often feel isolated from their peers, unsupported in their tools and training, and disconnected from the "why" of corporate initiatives.

“We’ll take a person who’s great at being a clinician, then tell them to be a great manager, without the training.”

three

Balance Corporate vs. Care Communication

Nurse Managers can spend much of their time filtering, synthesizing, and repeating corporate communications to their staff, which takes time away from communications about patients.

“Not everyone will check email, so I’ve had to get creative- like an interactive exercise in the breakroom with sticky notes & crayons.”

a day in the life
reality of responsibilities

Concept Exploration

Actionable Aggregation

Connect and aggregate tools, platforms, and information, so that Nurse Managers can have clarity about what to prioritize, how to act, and where to go for daily tasks. Enable Nurse Managers to take meaningful and timely action by converting multiple inputs into only a few outputs.

Tactics include:
- Daily Dashboard
- Virtual Assistant
- Resource Center

Collaborative Leadership

Connect Nurse Managers to the TH system and the larger manager community. Create a 2-way connection between Nurse Managers and corporate leadership, empowering them to influence system-wide change. Enable Nurse Managers to both self-learn as well as learn from each other.

Tactics include:
- Social Platform
- Personal Trainer
- In-Person Connections

Focused Communication

Streamline and standardize communication, in both the receipt of the information as well as the dissemination of information. Remove the Nurse Manager as the bottleneck & middleman of communication, so that they can focus more on care communications instead of corporate.

Tactics include:
- Virtual Bulletin Board
- Smart Synthesis

Concept Testing

In a concept collaboration session, we tested our concepts with 9 nurse managers, and collaboratively iterated off of the most-loved concepts.

The concepts that resonated most with nurse managers were the virtual bulletin board, the command center, the resource center, the personal trainer, and a nurse manager summit. Through activities and discussion, we fine tuned each concept, then presented them to executive leadership to prioritize and budget.

"It's amazing to see how you translated our problems into solutions. We can tell you actually listened to us, and we know we're moving in the right direction."

Want to know more?

Please contact me for a more detailed readout of my research process and the concept features.
Thank you for reading!



JESSIE LIAN

Let's make meaning together.
jessiexlian@gmail.com
IG: @yessietojessie

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