Brightline Provider Experience
Enabling behavioral therapy through digital health tools
Jun - Sep 2022
UX Design
Service Design
3 PM
5 Design
3 SWE
Overview
I worked as a UX Design intern for Brightline’s Provider Experience team. As Brightline is a digital health startup providing behavioral health services for children and their families, most of my internship focused on designing tools for our care providers. All of the showcased initiatives and their designs were shipped and positively received by our providers.
Key Initiatives
As a key intern in the discovery and design of 2 care initiatives on the Provider Experience Team, I focused on designing tools to help prepare providers for care sessions.
Reef Discovery
A complete redesign to the original health record system, Reef, that Brightline providers utilize. This discovery focused on taking Reef from an (overwhelming) simple design in the early startup stages to a product developed around our therapist and coach necessities.
Provider Content Discovery
Our in house content was rarely being utilized. We designed an easy to use content repository directly in Reef that enabled blended care service to better serve kids with lower attention spans while opening up our clinical supply during peak care hours.
01// Understanding Brightline
Who are the coaches and therapists?
Brightline is built on meeting families in their day to day lives, and this ultimately relies on the product team empowering our providers to deliver care in a timely manner.
As an intern joining a high-paced startup, I sought to understand the Brightline business model to ultimately capture the pain points and struggles our Provider team was facing.
Ideal Brightline Journey
RESEARCH SUMMARY
I reviewed existing UXR studies and created my own based on recorded workshops.
I synthesized our quarterly survey into quantifiable metrics, guiding our initiatives.
I conducted mock sessions with our coaches to step into a true Brightline care experience.
REVIEWING EXISTING RESEARCH
To better understand the Brightline business and needs of our providers and families, I reviewed our existing research study focused on the relationship that care builds between providers and caretakers (Member’s Love Us). I also created a collaborative study focusing on guided engagement for incoming product members.
What's going well?
Families find sessions enjoyable when they and their provider sync up, completing intake promptly and maximizing session time.
With updated provider care tools, our team handles clinical hours more smoothly within their existing workflows, reducing stress.
What's not going so well?
Accessing and sharing care-related documents were overly complex, requiring external support.
Our Digital Exercises and handouts spread across 5 platforms caused duplicative content and workflows.
Appointment and reminder creation is overwhelming, leading to forgetfulness and a subpar experience.
ANALYZE QUARTERLY PROVIDER SURVEY
Taking a deeper look at the metrics from our provider survey, we discovered that three key workflows were being hindered by the existing product experience.
1/2
of exercises/handouts were being assigned
10-15
avg clicks to discover & share content
42%
of providers reported digital exercises as significant pain point
What does this mean?
For our providers, this implied a true reliance for existing material, adding to a dissatisfying and longer workflow with potential for inconsistency and errors.
For our business, this indicated a negative impact for long-term member and caregiver engagement, but identified a clear product opportunity.
CONDUCT MOCK COACHING SESSIONS
Due to patient privacy, the product team was not able to step into any sessions conducted with members in care. We could only go off of what we were hearing from both members and providers.
How did we empathize with the user?
We conducted our own mock coaching sessions where my design manager and I took turns role playing a child and parent entering their intake session with situations in mind to really understand how coaches respond to an unideal session.
This co-design methodology enabled us to get immediate feedback, guide our decisions, and best design for our targeted user group.
THE CHALLENGE
How might we discover and tackle those areas which providers feel overwhelmed and unsupported in to alleviate them during clinical and maintenance hourse?
02// Reef Designs
Reef Management
Reef is the primary hub for our providers when preparing for appointments. With many of our providers expressing their frustration in their tools, we wanted to focus on making their primary hub more navigable in comparison to the original MVP Brightline was still utilizing.
Revamped UI to align with design system
Most of the main content lies in the middle section and is exactly where our providers expect to find the actions and information they need. We didn’t want to change the functionality, but instead clean up our MVP designs to fit our growing design system.
A More Forgiving Navigation
Providers were tired of getting lost across all of their care cases, chats, and other administrative tasks. Our friendlier and forgiving navigation system aims to solve this issue. This comes in the form of a collapsible sidebar, member pills, section tabs, and breadcrumbs.
DESIGN DECISIONS
Based on our research, we kept 2 design principles at the forefront of our decision making.
Our providers wanted clearer navigation in our tools without disrupting their workflows. We aimed for cleanliness without unnecessary changes.
We aimed to streamline providers' access to member information in Reef, minimizing their time spent and offering clarity on their location within the platform.
OUR EXPLORATIONS
Highlighted Designs
Collapsible sidebar with focus on subpage navigability within care cases
Breadcrumbs added to reduce confusion within Reef while preserving existing workflows
Refreshed primary UI to implement new changes from growing design system
Member Information quickly gives providers information they need when assigning care tasks
Sidebar Navigation
We initially undervalued the clarity and access to subpages in our navbar. Daily usability checks revealed their frequent use and crucial information overlap, emphasizing the need for clear distinctions. Our final design incorporated colored guides in the submenu and collapsible navigation.
Tab Exploration
We aimed for tab consistency in Reef initially, but our second iteration caused confusion, especially with higher-level tabs above them. Our final version, acknowledged by providers, clarified the layout, ensuring a clear understanding of its impact on the page.
03// Provider Content Designs
Digital Content Discovery
Digital Exercises and Handouts are key for keeping families motivated between sessions. The Content Discovery hub is essential to ensuring our brand and care quality grows consistently. For us, guiding our providers where we could in this discovery was key throughout this initiative.
Filters for your needs
Care ranges and with each provider creating a new care plan for each member, we needed to design the search experience to be intuitive and easily digestible. Our filter system aims to guide their discovery and finding by focusing on age, care topics, and by offering suggestions.
Informative Cards
As many of these exercises were unknown to our providers, the information that they might be sharing with families needed to be easily scanned and digestible. Our cards came in different places, but focused on keeping the primary information while offering quick actions.
Preview & Assign Content
Our providers expressed their need to try out the exercises they were giving to members in care prior to sending them out. The preview & assign functionality would allow them to take a quick glance at the exercise and directly assign it.
DESIGN DECISIONS
Once again, as we designed and met with our providers, we kept 3 design principles in mind.
We aimed to emphasize a product underutilized by many providers, seeking to guide and enable real-time decision-making.
We focused on minimizing providers' time in Reef by offering reassurance about their location and simplifying access to member information.
Our providers had varied care delivery workflows. To accommodate this, we introduced assignment features within Reef.
OUR EXPLORATIONS
Highlighted Designs
Multiple filters focus on finding the right exercise for the right age group
Featured article's highlight helpful exercises for providers
Favoriting content helps our providers find their favorite exercises that they have been accustomed with
Filter Cases
Our providers would be accessing a new unknown library. In order to help them in searching for exercises, we greeted them with a collapsed view, only showing popular topics initially. This helps them explore new content that they might save for a later case.
More topics can be found in the expanded view.
Providers expressed that many of their members in care can benefit from multiple topics in focus. Being able to select multiple topics in the filter allows them to filter specific needs amongst their members in care.
In the situation that there are no results based on the filters selected, providers are suggested content that may not fit the age requirements, but still fit in the topics selected. This helps providers explore additional content they did not previously consider.