UC San Diego Health Requisition Website

UX Design
UX Research
Accessibility Design
role
UX Designer
duration
Jun 2022- Aug 2022
team
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About
Redesigning the supply ordering site to improve the requisitioning experience for UC San Diego Health. Working with the systems and solution team in supply chain in UCSDH, I was fortunate to meet and help users resolve over 1500 help tickets request. Requisitioners were the main user type in our ERP supply chain system, and we have more than 1000 active users who are classified as requisitioners.
Problem
The ERP supply ordering system is difficult to navigate and time consuming to complete a simple task such as searching for an item.
User Research

Research Goal

The main research goal was to understand the users’ goals, pain points, and needs during the requisitioning process.

Interview

Interviews were conducted with 6 active users, consisting of 2 clinic managers, 2 admin specialists, and 2 registered nurses. Interviews were 30 minutes long via zoom, and they were broken down into 2 parts:
Part 1: A set of questions to learn about the participants’ current user flows and overall requisitioning experience
Part 2: What are some things that they would hope to see to better support their requisitioning workflow?
My goal was to identify patterns and pain points in the current requisitioning workflow and discover how users can more efficiently and easily operate through their user flows.
User Quotes
“ I had placed an order for some labels. It had been forever since I had placed one and it took me forever to get it in the system. I had to contact the helpdesk to help me confirm the order went through. “

— Admin Specialist
“ We wanted to know the estimated timelines of delivery. If not going to be met, we wanted some sort of notification from purchasing for a warning and countermeasure option. “


— Clinic Manager
“ We are in need of non-file supplies to be added to our catalog for our pending procedures. We are approaching a scheduled procedure date and we are understaffed. “

— Registered Nurse
“One time I only ordered 2 masks but received 2 big boxes, and I had to figure out how to return these extra ones. “


— Registered Nurse
Research Synthesis
Findings
  • 1. Most users are not familiar with the system because they only order from the website once a week. They often forget how to navigate the system due to the intricate system work flow.
  • 2. The current requisitioning process is not straight forward. It is like an onion that has many layers to peel off to get to a desired page, which takes users a lot of time to complete a simple task.
  • 3. Lack of item filters returns very broad and inaccurate results. Item received didn’t match item ordered. Plus, it is difficult  to figure out how to return these unwanted items.
  • 4. Lack of order confirmations and shipping notifications. Users are constantly worrying about if the order is went through and supplies they need can arrive in time.
Design For Elders

Trouble shooting with different types of users, I became aware that some of our users are older in age. It is important to have a better understanding of the constraints I face when designing for elders, which may include blurry vision, vulnerable short term memory, and inexperience with technology.

Nurses aged 65 years or older account for 19.0% of the RN workforce, which comprise the largest age category according to a research The 2020 National Nursing Workforce Survey.

The current design is especially difficult to navigate for older users. This issue is crucial to address in accessibility design because over 20% of our users are older adults over 65 years old, and it will benefit the rest 80% of users when we incorporate accessibility design.

ideation
1. Renovate the item catalog
Removing unnecessary info and Adding new filters and categories
2. Make “obvious” design that are easy to use
Make “obvious” design is the most important step during this redesigning process. Users should be able to find information, buttons, and tabs easily instead of clicking 10 times to get to a page.
3. Give timely feedback
Include order confirmation page and order status dashboard to notify users in a timely manner
low fidelity prototype
design system
User testing & Iteration
I created high-fidelity screens to conduct users testing and get user feedback.  I wanted to find out if users demands are met and iterate my designs for a better user experience. Unmoderated user testings were given to 5 requisitioners. Order from item catalog, order from shopping lists, order by item number, and order non-file were being tested.
User Testing Goals
1. How effortless is it to place a requisition pertaining to different user goals?
2. Any unaddressed user pain points?
User Feedback
All users agreed the re-design is much easier to navigate and they were able to complete their tasks with minimal clicks. 85% of users said their user needs have been met and user pain points have been addressed.
"I felt elements are repetitive, and the real estate could be used for something else. E.g. There is an icon for Shopping list and a table. There’s My orders and a table for recent orders."

"I tried to use the Request non-file feature but it only shows one line. I wished I could add more line items in one setting. "

"When I start the ordering process, I couldn’t find where I can pick my cost center and the deliver-to locations. I order for a couple of different departments and I need to make sure I am using the correct cost center and the deliver-to locations."
final design
reflection & next steps
Understanding users is truly the key. Because I use the system daily and often train users on how to use the system, I started this project with a lot of assumptions based on my own personal experience.

User interviews and research truly helped eliminate some of my bias and presented me with a fresh pair of eyes. Thanks to our diverse group of users, I was able to learn different problems pertaining to different types of users from user interviews.

For the next step, I will continue to conduct user testing with more users and iterate my design base on user feedbacks.

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