Physician Data Center

The Federation of State Medical Board initially came to us asking for help with improving their Physician Data Center which was outdated and inefficient in terms of experience.

This experience provides "Hospitals and other health care organizations to search licensure history and past regulatory actions for thousands of actively licensed physicians and PAs."

Some users are conducting hundreds of searches daily and an improved experience and system would allow them to be more efficient and use their time for more important tasks if they would better supported by PDC.

Our goal was to make the system easier to conduct searches, create a roster, and carry out report generation to gather the proper and necessary data in an intuitive, time-saving way.

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Objectives

• Decrease user time to value
• Increase speed to task accomplishment
• Improve SUS score of visual interface and interaction design
• Provide bulk actions and report generation to decrease time on task overall

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Services Rendered

• Research & Ideation
• UI/UX Design
• Workshop Facilitation
• Engineering
• Product Management
• Quality Management

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What We Did

• Outlined who to speak with for User Interviews and Stakeholder Interviews
• Determined the existing core goals and future happy path flow
• Analyzed the insights and patterns from the interviews
• Conducted workshops for mapping the ideal experience, identifying goals, pains, and how to alleviate those
• Led workshops and presented recaps back to team with learnings/insights from workshops and how those would impact the final designs
• Created a visual design language and library to make the visual design cohesive
• Created designed screens in the visual language for a variety of situations, scenarios, and user needs
• Conducted User testing to ensure the new user experience met the needs and expectations of those using it

The Process

We talked with stakeholders to understand users’ goals, actions, pains, gaps, and what motivates them. We also spoke with users to learn about the current process, their day-to-day actions, and where they run into issues.

Next, we ran workshops to capture the team’s ideals, goals, expectations, and motivations. Because the core of the experience centers on search and building a roster, we focused there first.

From there, we broadened to other scenarios to ensure we designed a complete, thorough experience for all use cases.

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The Outcome

• Time-to-first-win metrics showed boosted initial user satisfaction
• Key tasks completed in fewer steps, raising completion rates and reducing user frustration
• SUS score increased, signaling better perceived usability
• Automated report generation reduces manual effort, enabling faster decision-making and improved stakeholder satisfaction
• Higher consistency in visual and interaction design reduced cognitive load and user confusion

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