Home and Community Responsive Portal: Partner Hub
Overview
The Home and Community division of Optum supports hundreds of senior care facilities across the United States. Providers, Medical Directors, and a range of facility staff needed an intuitive, user-centric portal to streamline workflows, enhance communication, and ensure rotating doctors could access patient clinical records from their company-issued mobile devices.
Tools: Listening sessions, User Surveys, User Interviews, Adobe Analytics, Qualtrics EM, Creative Workshops, Heuristic Evaluations, and Figma
Self-service and Support
The features of Partner Hub focused on enhancing efficiency for all users. Facility Admins are empowered to seamlessly manage user access, track orientation, and any staff-required training through the portal. Visiting doctors access patient clinical records, such as SOAP notes, and relay communication within Partner Hub to improve patient care. Facility staff benefited from an intuitive interface that allowed them to order necessary Part B supplies with just a few clicks and review monthly reports to ensure operational compliance. When challenges or issues in patients' wellness arise, the portal provides a Care team directory and 24/7 assistance hotline based on the user's location.
Fact Based Decisions
Our design process was deeply rooted in data-driven methodologies to ensure a human-centric approach effectively met the vast needs of all stakeholders. We began by conducting extensive listening sessions, gathering qualitative insights, and highlighting the challenges and preferences of facility staff to medical directors. Data-driven personas, service blueprints, and user interviews informed our final designs and ensured the right solutions were pushed forward to the market.
Adobe Analytics, Qualtrics, and heuristic evaluations determined additional pain points and prioritized our build. Strong partnership with our accessibility office and rigorous QA testing ensured that the final product met functional requirements and provided a seamless user experience across viewports.
