Frustrated doctors were not accessing the right patient charts due to technical issues and user experience inefficiencies.

In the EHR, doctors are defined by user roles instead of visit type priorities. This caused doctors to access visits they couldn't work on and/or didn't have access to visits that they should work on. This results in doctors wasting time searching through a long queue for patients that they could treat, which decreased the number of visits per hour a doctor could complete.

Route the right doctors to the right patients to:
1. Improve doctors' productivity by increasing their visits per hour
2. Decrease patient turnaround time
3. Enable future queue changes without engineering effort

This problem was discovered in our weekly shadowing sessions with doctors. I noticed they were not utilizing the "Next Visit" button in the patient chart and inefficiently going back to the visits queue to manually search and select a new visit.

To better understand the problem, I interviewed 8 doctors, 3 full-time doctors and 5 part-time doctors.

This problem was discovered in our weekly shadowing sessions with doctors. I noticed they were not utilizing the "Next Visit" button in the patient chart and inefficiently going back to the visits queue to manually search and select a new visit.

To better understand the problem, I interviewed 8 doctors, 3 full-time doctors and 5 part-time doctors.

We had to take into consideration the future of HeyDoctor. We had big ideas in mind, like introducing specialized services in areas such as mental health or dermatology. This meant we needed to figure out a scalable way to connect patients with the right doctors who could handle their specific needs. It was a complex, but we focused on the what kind of problems would exist if we were to scale. Our goal was to establish a smooth system that seamlessly matched patients with the perfect doctors, ensuring they received the specialized care they required.

Doctors scrolled through a list of visits and selected their next visit based on what they thought was best for the business and/or what was best for themselves (pay-wise).

We created a content editor specifically for queues.

Admins can create new queues and assign doctors to existing or new queues. The queues are also based on a filter and sort system that incorporates visit typee, status, assignment, etc.

Now, doctor's queues are not defined by a user role. A doctor can be part of multiple queues and the queue shows the doctor what patients they need to work on.

** The content editor is not customizable from a design standpoint.

Doctors with access to multiple queues will be prompted with a "Select Queue" modal after logging in.

Once in the queue, doctors can switch queues in the account dropdown in the navigation.

This project opens up a lot of opportunities for HeyDoctor's EMR and how it operates and connects doctors to visits. In the future, we can use Custom Queues to create specializations, like certain women's health services (UTI, birth control, etc) can be routed to doctors with experience and preference for treating those patients.

This feature has been released for a few months now and the response has been great. In our weekly shadowing sessions, doctors are happy that they are seeing the visits that they can actually treat. Although, one downside is that they are seeing fewer visits in the queue than before which gives them the perception that the volume has decreased (which is not true).

This was one of the most complicated, yet fun projects that I've worked on at the company. While it didn't require much UI work, I had to run multiple brainstorming sessions to align engineering, product, and design. We needed to really focus on how our changes would impact the user experience, not just the code.

Next time I would bring a few doctors to our brainstorming sessions to provide expertise and additional insight.