Nicole Capuana

Mutli-policy Experience

Problem:

The project for multi-policy experience was at a stand-still with business owners unable to agree on a design direction.

Process:

Reviewed usability test results and user feedback. Presented recommendations to align with the overall site strategy to simplify, prompt action, and reduce variation. Produced process flow diagrams, HTML mockups, and UX requirements.

Solution:

Made recommendations based on iterative usability testing and architecture strategy to show all users the same data. When a customer logs in or an agent or service rep pulls up the customer, all users are presented with a summary of all of the policies the customer has. Additional work to the individual policy summary page eliminated redundancy. Both pages scale to mobile with no extra code changes aside from calling a mobile specific CSS file.

Chat Experience

Problem:

Pilot chat functionality for logged in customers as another service channel

Process:

Iterated design through usability testing with customers. Produced process flow diagrams, HTML mockups, and UX requirements.

Solution:

Multi-variate test approach for placement. Design accommodated limited availability. Increased customer and rep satisfaction. Customer satisfaction increased by 25 points for those online customers who chatted with a service representative.

Complex System Transactions

Problem:

Migrate mainframe functionality to web based application supporting three user types (customer service, agents, and customers)

Process:

Led design collaboration in a cross-functional and virtual team. Followed UX methodology to iterate design through a 6 week design cycle. Usability tested with all user types. Produced process flow diagrams, HTML mockups, and UX requirements.

Solution:

Finalized design and produced XHTML and CSS for development for the following transactions: Pend transaction, Save Quote, Failed Renewal Offer, Final Underwriting, MVR Reconciliation & Ordering, Violation Disputes, Chaining multiple transactions together, Edit Driver.

Emergency Room Greaseboard

Replacement for a white-board process within emergency room with an online application that would be projected in the emergency room as well as be available on any terminal within the department. The existing process was simply a large white-board where administrators would write which patients were in which rooms within the emergency room. One requirement is that one room must always remain open for the arrival of an ambulance and another room must remain open for the arrival of a helicopter. Additional logic must indicate the triage level of the patient in a room.

Physician/Clinician Portals

Portal allows healthcare providers (depending upon their permissions) access to clinical and patient information with the ability to place orders, message with patients and other providers, and sign transcription reports. Upon logon, the provider enters the portal at their personalized dashboard which shows snapshots of the applications the provider has set to appear on the dashboard.

Within the patient-centric section, the provider is able to view the patient's visit history, facesheet, demographic information, clinical reports, orders, and medications. In the clinical reports section, reports can be trended and/or graphed over time.

The interfaces I designed led to PCS being ranked by KLAS as the only non-core HIS vendor and #2 overall for physician/clinician portals.

Also designed inline faceting & mouseover solution for data intense tabular results.

Dx Portal

Developed to serve outreach laboratories. The order process that was developed for this product is also utilized within the Provider Portal. The challenge with the order process is to have the steps condensed to one page. To accommodate this request, all searches for tests and diagnosis codes are smart searches and just below the search fields for each are the "x" amounts of most requested codes/tests by the user. For example, if a gynecologist regularly orders pap smears, the test with the correct code will appear in this user's most used tests section. This allows the user to quickly move through the order process. The user can also add up to six tests within one order (for one patient) to further save time.