FYNN COMMUNITY PLATFORM Â
CREATING "AT RISK RESIDENT"
Overview
This new SaaS feature will alert the senior living community's staff members of the condition of the resident so that they can take the necessary precautions. To acknowledge the increase in negative behaviors of a senior resident, we implemented the call of "At Risk Resident" which reports are based in data-driven points collected from documented Behaviors determined by staff members.
From the Behaviors that were collected by staff members, the Data team gathered the information to help define the pain points.
Location
My Role
Atlanta, GA
Lead UI and UX Designer
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Visual indicators
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UX Writing
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Widget
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Module
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Playbook
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Training Manual
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Questionnaire
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Collaborators
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PM: Elissa Gillian
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Operations: Amber Thomas
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Developer Team: Spartans & Eagles
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QA Team: Spartans
Responsibilities
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Research
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Wireframes
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Prototyping
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Making Components
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Layout
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Content Writing
Date
March - June 2023
Challenge
Develop a way to inform all users of a drastic change in a resident's behavior within the Fynn Community platform while providing preventions and cautions to alert staff members.
Solution
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Use collected Behavior data to drive the new feature for "At Risk Residents" to inform users about residents living in a senior living community whose moods and behaviors have made significant, negative changes.
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Produce training materials for staff members to learn the new feature.
Design Process
Empathy & Research
Define & Evaluation
Ideate & Solve
Mockup & Prototype
Test & Iterate
Product Launch
Research
Consultants
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Amber Thomas
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Fynn Employee
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15+ years as a nurse with a focus in senior healthcare
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Directors within the community
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CNAs
Resources
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Interviews
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Surveys (with gift card rewards)
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Shadowing
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Competitive Analysis
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and more
Test Community
Corso Atlanta
Senior Living Community
Audience/Users
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Caregivers/CNAs
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Nurses
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Med Techs
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Directors
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Community Owners
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Other stakeholders
Main User Interview Questions
How often do residents experience incidents or events that would cause the flag of At Risk?
Are there any steps in place now to prevent these incidents of events from happening? If so, what are the steps?
What is a major influence for a resident becoming At Risk?
How are these moments documented?
Does the community's staff miss opportunities to avoid a resident having an negative incident or event?
What training is in place to teach new and current staff members for these situations?
Some Research Results
What are the main reasons for a resident becoming "At Risk"?
Increased Confusion Behavior
Increased Distressed Behavior
Increased Reclusive Behavior
Increased Combative Behavior
During what time of the day or night do residents exhibit signs of being "At Risk"?
Afternoon
Late morning
Overnight
Early Morning
Evening
What is the usual timeframe for issues to be resolved for the resident at risk?
49+ Hours
Transfer to a hospital or other facility for an extended period. This is also dependent on state laws and regulations.
48 Hours
Overnight stay at a separate facility due to the situation of the incident.
24 Hours
Simpler issues that arise can be resolved a community level. For example, if the resident was combative with a specific staff member then the staff member would no longer work/help that resident.
Personas
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From the research, we found that there are two main types of users that we needed to consider when developing this new feature for the platform.
Persona 1
Persona 2
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CNAs
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Med Techs
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etc.
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Directors
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Leaders
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etc.
Persona 1
Represents the users who perform assigned daily tasks during their shifts. They use the platform with basic permissions which prevents them from doing certain steps.
Name: Ron S.
Age: 36
Education: Bachelor's Degree
Hometown: Marietta, GA
Family: Wife, dog
Occupation: CNA at a senior living community
Goals
He needs to be alerted when a resident is considered "At Risk" before conducting a task for a resident, so that he and/or other staff members know if they require special assistance.
Personality
Team player
Optimistic
Energetic
Interests
Reading
Video Games
Social Media
Motivations
Family
Progress
Performance Values
Persona 2
Depicts the users who are the leaders within the community. They are the people with special permissions who can do additional actions that others can not.
Name: Johnathan G.
Age: 45
Education: Bachelor's Degree
Hometown: Roswell, GA
Family: Husband, father
Occupation: Director of a senior living community
Goals
He wants to be informed when a resident is considered "At Risk" before any possible incident happens, so that staff members can avoid future incidents as best as possible.
Personality
Leader
Determined
Thinker
Interests
Music
Kayaking
Board Games
Motivations
Recognition
Family
Happy Community
Persona 2's Journey Map
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For this journey map, the scenario is Persona 2 is facing an issue of a senior resident becoming increasingly combative towards staff to the point it got physical. Multiple staff members were able to detain the resident but serious damage was done in the process. Here are the steps of the current process.
Personas' Pain Points
Communication
Communication is lost when it is given by word-of-mouth.
Frequent Errors
The staff members are missing vital information that could prevent incidents from happening.
Documentation
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Currently, there is no documentation for the steps to complete when helping an At Risk Resident.
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No documentation that connects incidents or events together for auditing purposes.
Persona 2's Empathy Map
Thinks
The data should reflect the results to show why a resident is acting different or hostile.
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The staff needs another round of training to reinforce proper documentation.
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Something for reporting and documentation needs to be in place for auditing purposes.
Does
Reinforces the action of capturing the correct Behavior when the staff is completing a task for a resident.
Encourages the staff to get the correct documentation.
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Schedules meeting to find ways to make improvements with the system they have in place right now.
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Replies to messages from inquiring family and friends of senior residents who are currently considered At Risk.
Feels
Annoyed
The staff is unaware of a resident’s mood or behavior change.
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Ashamed
There is no thorough documentation for about the resident's previous incidents and follow up.
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Overwhelmed
At the number of residents that are marked incorrectly as "At Risk."
Says
“I want my staff and myself to be alerted when a resident has a drastic need for help to avoid further harm or discomfort due to their change in behaviors.”
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" How can we make it easier for everyone to prevent incidents from happening with our senior residents?"
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"What is the best way to get us on the same page to preform best practices?"
Competitors
Top Competitors
The competitors have the same main product features that service communities and homes for senior living.
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Provide records and notes ​
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Assessments for the senior resident
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Documentation of tasks
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Some form of medication assistance
Competitive Analysis
If/Then Statement
If there was a way for users to know when a resident is at risk of an incident, then it would help the staff members prepare and plan how they can help the resident before an incident happens.
Define
After doing the research and consulting with team members, the next step was to define everything. From the basic meaning of the term "At Risk" to the timeline of the implementation of feature releases, we knew we were planning and defining a crucial and prominent feature that would further set us apart from our competitors.
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We needed to define "At Risk Resident".
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We needed to define what we needed for the data points to be collected from the Behaviors.
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We needed to define what we could do vs what we wanted to do for different releases.
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We needed to make training materials for the staff.
The Playbook
For the staff's training, Amber Thomas and I created this "At Risk Resident Playbook" for full scale understanding. Here, they would find 20 pages of details and definitions for everything involving the ARR, from the basics aspects to step-by-step procedures they should follow.
Defining At Risk Residents
There are several considerations on how the resident is categorized as At Risk. From the data that has been collected, we can pin point that it could be a senior's mood/personality, behavior, or something physical that is afflicting them.
*Interesting fact: A common reason for a lot of these issues among seniors start with UTIs.
Empathy, Research, & Findings
Through our studies of observation and data collection, we were able to deploy a system to document and notify community staff members of their residents' condition. With the same research we were able to come up with personas and other points from the data to carve out the issues we aimed to resolve. Some of those points helped differentiate the different types of residents, such as: sundowners, respite residents, and your average residents - to name a few.
Data-Driven Research
Data Breakdown
From our Data team, we can track the points collected from the Behaviors of a resident when a staff completes a task for them.
In this example, the resident is in Assisted living. During some point of the day the points show that the resident's behavior has changed in a negative drop. When this happens the staff will see further changes in their mood, character, and demonstrate bad behaviors, such as: depression, lashing out, not eating, or physical harm. This is when they are "At Risk."
On the Y axis, we are tracking the Behavior points for positive (1) to neutral (0.5) to negative (0).
Here, we can view the day's progression, and see how the Behavior data points increase before drastically dropping in a decline that resulted in an incident or event.
On X axis, we can see the timeline for the day.
Next, what do we do with these data points?
Ideation
Team Planning
Due to a variety of limitations, we could not feasibly do all that we planned. However, here is a visual to show some of the thoughts we had.
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I am the gold colored post-its
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PM is the blue notes
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Nurse/Consultant is the orange post-its
Roadmap
V1
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Work with the Data Team to configure how the collection of Behaviors' data points drives this new feature.
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Use the data points to determine which residents are At Risk, daily, to alert staff members.
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Have a visual indicator to quickly and easily inform users of At Risk Resident.
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Write and design a training manual to coach staff on new procedures and terminologies.
V3
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Have the questionnaire within the system so that the user does not have to download, print, scan, and upload physical documents.
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Allow users with permission to close out the alert manually.​
V2
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Add a module on the resident's profile page when the resident is identified as At Risk.
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Create a "Playbook" to document the steps needed to rectify the issue so that the resident is no longer at risk.
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Make a printable questionnaire the staff would complete the assessment to close out the alert.
For our product, At Risk Resident was the first of its kind since it was pulling new data points from the collected Behaviors to be calculated to produce a daily alert. Therefore, a long process of working with the Data team to configure a solution and manage a timeline was imperative.
V4 - V?
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Create a table that would tie together all incidents, progress notes, and documents to simplify the platform and prepare for audits.
Spring/Summer 2023
V1 User Flow
The user would log into Fynn Community to navigate to a resident's profile where they would see an orange ring around the resident's photo to indicate that the resident is At Risk.
Design System
(I am not permitted to show all pages)
TYPOGRAPHY
COLORS
BUTTONS
Accessibility Considerations
Colors
Contrasting colors for the fonts and shapes used throughout the design.
*The profile avatar ARR ring is the exception.
Law
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HIPPA compliant
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No diagnosis, just reporting and steps for resolution
Content Access
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Users with permission can see and do certain tasks
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There is multiple points of access to view At Risk Residents.
Text
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Prioritized Text Clarity
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Alt text was used for those using e-readers due to vision impairments.
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Readable font size
Mockups & Details
Visual Indicators
Resident Avatar
Indicators
I designed the At Risk indicators that will let the staff know that the resident has a negative change in mood, behaviors, or personality.
Design of Resident Avatar Indicators
Our established solid purple ring shows that the resident opted in for DNR, Do Not Resuscitate. It was the first ring that was created and inspired the design of the At Risk visual indicator ring.
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*Interesting Fact: Purple is the national color for DNR in the medical field.
Color: #AB51DA
Text: DNR
I designed the new At Risk Resident ring has the orange color with the white "At Risk" text in the same location as the DNR for a consistent and familiar design.
Color: #E78E35
Text: At Risk
For situations where a resident is At Risk and DNR, I designed the ring to show half orange and half purple with the text visible to the user.
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The orange At Risk portion was placed at the top to catch the user's eye first as it is more urgent.
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The text is placed across from each other for clarity so that the text do not read as one acronym.
Color: #AB51DA and #E78E35
Text: DNR, At Risk
Avatar Indicators in Context
Close Up
Resident Profile
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The V1 front end was originally only going to have the orange ring/visual indicator around the resident's profile picture due to the negative data points based on collected Behaviors. After receiving feedback from stakeholders and developers, the Product team and I brought additional items from V2 into V1 to have what was requested and what could be accomplished for MVP.
New User Flow
New MVP for V1:
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The user can now see a widget and select a resident from that widget.
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View the resident profile to see a visual indicator around the resident's profile image and a module.
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The module will display the current issue and have the option to "View More" information.
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There will be a history table of all At Risk entries.
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The user can view the Playbook.
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The user can download and upload the questionnaire.
Fynn Community Site Map
For the site map, the new V1 At Risk Resident can be found on the Dashboard as a widget, on the resident's profile page for the visual indicator and module, and a sub-section of the resident's profile page as the resident's playbook.
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Dashboard Widget
When a user logs into the system and enters community they are brought to that community's dashboard. There they will see a widget that keeps them up-to-date on the residents that have been marked as "At Risk". This helps for when they are doing their tasks to take special precautions and documentation of how the resident is acting, feeling, and responding.
The style had to remain similar to the design of the other Dashboard widgets. You can see more details on that on my Fynn Community Widgets project page.
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Widget must haves:
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Header/title with icon
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Date of ARR
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Resident Name
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Reason(s) for ARR
Paper Wireframe
The header and icon are positioned on the left side to follow our standard style for widgets.
The date will be displayed on the left with a sort order from the most recent at the top to the oldest entry at the bottom. This is to allow the user to easily see the date when scrolling the entries.
The resident's name will be hyperlinked to that resident's profile page to navigate the user to more information.
Hi-Fi Wireframe
The reason(s) will be listed after the resident's name.
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Dashboard Widget (in Context)
Icon Indicator
Our design team uses icons provided by Google Material Icons. We decided to select this icon to use for At Risk Resident.
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The exclamation mark signifies an alert.
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The jagged edge burst design symbolizes an extreme alert as the design looks to be moving.
Resident Profile Module
The module on the resident's profile page follows the design system and style guide that is in place.
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The icon and header are located in the top left corner, of the header bar.
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Other icons will be displayed on the right side.
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The date and time are displayed first on the left side of the message, first column.
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Within the module, a maximum of three entries will be shown so that the user can see the most recent information.
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The user will have to select the standard "View More" text button to be navigated to a table to see more in-depth information about their query.
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Like the Temporary Warning Module, the At Risk Module has a colored header bar to catch the user's attention; however, this color is to match the color of the orange ring to signify urgency.
Temporary Warnings Module
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Shift Change Notes Module
At Risk Resident Module
Resident Profile Page
Once the resident is noted as At-Risk their profile will have the module for the alert to show additional information. The user can see the basic, current information displayed at the top of the profile as it is the most urgent piece of information.
*To prevent the user from scrolling a long profile screen, while adding this new module, I condensed the Incident Reports and Progress Notes modules to be side-by-side horizontally.
There is the "View More" text button that will navigate the user to the history table to store current or previous records.
Resident History Table
The user can see the table has the history of every alert of being At Risk.
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The table's columns are arranged by importance with the hyperlinked Playbook at the end of the table.
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The table alternates grey and white striped rows as visuals to help the user(s) remain on the same line of information as they move down the row.
The page keeps the resident's main profile feature on the left side for ease-of-use for accessibility.
The date is in the first column to establish a timeframe for the user.
The user can see the Status to know if the issue is Open or Closed.
The Reason will be displayed after the date.
The Staff Signature will be captured and presented before the date of the At Risk report closing.
The last column has the "View Playbook"
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The user can complete the steps of the playbook to assist the resident.
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The user(s) can see if the steps for completing the resident's assessment via the questionnaire were fully completed.
For the At Risk Reason, we kept the reason limited to a phrase used by our data points provided by the collected Behaviors.
At Risk Resident Playbook
After the resident has been alerted to the staff as At Risk, the user will see that a "Playbook" has been added to the resident's profile. ​
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From there, the playbook will have steps for documentation and a questionnaire for the user to follow. These steps help the user verify that the resident is in fact At Risk, and ensure that they are doing all the appropriate actions.
At Risk Resident Questionnaire
For the user to update the status of the resident to no longer be considered at risk, the user would need to complete the steps of the resident's playbook by answering the questionnaire, or they can manually override the alert. With the formatted questionnaire, I designed it to be custom to each resident so that their information will always display at the top of the page - followed by the actual questions.
After the user completes the questionnaire, they can scan and upload the document into Fynn Community. This will let all interested parties see the documentation and continue to the next steps in the plan of action.
The top portion of the questionnaire houses the resident's personal information and photo:
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Name
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Room/location
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Martial Status
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Contact Information
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Community Name
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and more
The second portion of the questionnaire is for the user to input the information for the resident. Some questions are bubble selections to be filled in by the user.
New V1 User Flow Screens for Testing
The user can now see a widget and select a resident from that widget.
View the resident profile to see a visual indicator around the resident's profile image and a module.
​The module will display the current issue and have the option to "View More" information.
There will be a history table of all At Risk entries.​
The user can view the Playbook.
The user can download and upload the questionnaire.
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V1 Testing & Iteration
Study Type
Moderated Usability Study
Participants
10 members of the staff during their shift
Location
Corso Senior Living Community
Atlanta, GA, USA
Length
30 - 40 minutes
Scenario 1:
Task Assigned for Persona 1
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Log into the Fynn Community platform
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View the community's dashboard
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Locate the new "Resident At Risk" widget
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Scroll the list of names
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Select a resident
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See that the hyperlink works to navigate the user to the resident's profile
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View the visual indicator, orange ring around the resident's photo
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Look over to the At Risk module
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Read the module's information
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Select the "View More" text button to be navigated to the At Risk History table.
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Read the history table
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Select a Playbook to complete next steps
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View Playbook steps
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Download and print the Playbook's Questionnaire
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Find and locate the resident in question
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Conduct questionnaire
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Get sign off and approval
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Move to next step
Scenario 2:
Task Assigned for Persona 2
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Log into the Fynn Community platform
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Select a community if granted access to more than one
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View the community's dashboard
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Locate the new "Resident At Risk" widget
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Scroll the list of names
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Select a resident
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See that the hyperlink works to navigate the user to the resident's profile
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View the visual indicator, orange ring around the resident's photo
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Look over to the At Risk module
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Read the module's information
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Select the "View More" text button to be navigated to the At Risk History table.
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Read the history table
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Select a Playbook to complete next steps
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View Playbook steps
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Download and print the Playbook's Questionnaire
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Find and locate the resident in question
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Conduct questionnaire
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Call appropriate family or friend to inform them of the resident's incident or event
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Get information if resident was sent to the hospital or other facility
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Scan and upload questionnaire to resident's profile
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Sign off resident's playbook
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Move to next task
Usability Findings
Widely accepted by users who appreciated the ease of use, style, and function of the design.
Feedback
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Easy steps to follow
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Clean design that is familiar to the other aspects of the platform
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Proven to be helpful to the users
Improvements
Users are rushing to complete a task and mark the incorrect Behavior which results in the wrong data points that are collected.
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Give the option to change the status of a resident. If they are marked as “At Risk” then the administrators can change it.
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Iteration Resident Profile Playbook
Incorporating the feedback into the design, we added the option for the user with permissions to be able to change the status of the resident's risk by having a Conclusion section. In the Conclusion section, the check-off option will capture the admin's signature for documentation. The Playbook will close out until the next alert; and the resident's name will be removed from the At Risk Resident widget located on the Community's Dashboard.
Notes
Unfortunately, our team, 4 other teams, and a few others were laid off due to budget cuts before I saw the next usability test and results for the requested iteration.
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However, I did work with the devs to see that UI and UX were up to my specifications from my mockups and notes. The QA was completed and the new feature was ready for launch.
Before I left, I gave Fynn the next plans for them to carry out what needs to be done. I wish them the best.
Final Designs
Fynn Care App
These designs are used for the Fynn Care app. The app allows nurses, caregivers, Med Techs, etc. to move around the community to perform tasks using their phones.
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Here the user can see:
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The At Risk Resident indicator is around the specific resident's profile image.
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The playbook allows users to check off portions that they have completed.
