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.
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
36.
37.
38. We built an app for that (thx Google App Maker!)