Mapping Health IT Journeys to Improved Patient Care
EHR Association members share a desire to improve the user experience of EHR software for physicians, clinical staff, and patients. That’s why they incorporate user-centered design – such as considering individual users’ preferred style, vocabulary, information visualization, and workflow – in software development decisions. EHR developers are committed to continuously improving usability through research, innovation, testing, user feedback, and observation.
At EHRA’s 2020 Usability Summit, attendees participated in “journey mapping” – a process that considers the EHR experience of individual users as a fundamental component of software development.
What is a Journey Map?
All journeys start with the people that we are designing for. At a previous Usability Summit, EHRA members and other stakeholders created a series of user personas to represent the wide diversity of the people that an EHR needs to support. The personas capture the roles and responsibilities for each type of individual and help designers to understand a little bit about what it is like to be those people’s shoes.
The journey itself is all about the people involved and their process to complete a goal. The visualization exercise documents the steps the user would take to complete their goal and what happens along the way. Questions we ask to help shape the journey include:
- What kind of organization does this journey relate to?
- Who is involved in the journey and what do they do?
- What are the stages of this journey?
- What activities happen in each stage?
- What are common challenges associated with each activity?
- What are solutions, and who would be responsible for implementing them? Developers? Regulators? Payers? Providers?
- What are potential opportunities associated with each activity?
Introducing EHRA Journey Maps
At our 2020 Usability Summit, attendees identified many EHR workflows that would benefit from journey mapping. The group then prioritized the workflows to focus on during the event and created seven journey maps:
- Transitioning a patient from one setting of care to another – Optimal Workflow
- Transitioning a patient from one setting of care to another – No CCDA sent initially
- Completing a prior authorization
- Viewing a longitudinal patient record
- Electronically integrating clinical information into a single record
- Completing a patient portal registration
- Documenting a patient encounter in a way that facilitates the capture of billing and quality data
We thank our Usability Summit partners for contributing their time, expertise, and perspectives to our shared goal of improved clinician experiences and improved patient care. Please contact Kristi Feliksik with questions for feedback.