Aspirion
For over two decades, Aspirion has helped healthcare providers maximize their hospital revenue recovery by focusing on their most challenging reimbursements.
How might we move from a system that of mistrust to a system that educates and fosters trust in its functionality, leading new hires to develop favorable perceptions of the application overal and shorten the time to proficiency.
By involving other stakeholders in co-creation and co-design processes, we discovered a leverage point and gained insights into how other training systems have been modernized.
Visualize the current traninig system Map the system to uncover the root problem rather than just focusing on the symptoms.
Humanaize the System Conduct stakeholder interviews to engage those involved and host co-creation sessions. Aim to reframe the problem, identify leverage points aligned with business goals, and establish clear expectations.
Redesign the system Prototype solutions
Test
Stakeholder Interviews
Problem Map
Process Map
Network Map
Prototype
Test
Timeline: 16 Weeks
Visualize the System
We visualize the system by creating network, process, and problem maps. Allowing us to understand complex connections and stakeholder relationships, analyze processes from various perspectives, and address root causes rather than symptoms..
Humanize the System
Through in-depth user interviews, we gained deeper insights into the intricacies of the system and identified significant issues with training. One key discovery was a prevalent sense of mistrust among new hires towards certain established knowledge channels. Using the maps we created as interview tools, we engaged stakeholders in reflective discussions during these interviews. This process prompted us to reframe the problem and clarify our problem statement, recognizing the need to address the underlying issue of distrust within the training process.
Capture Learninigs
New hires feel the training method is outdated and struggle to follow it, viewing their work as highly significant but fearing mistakes. They lack trust in the system due to its perceived lack of sophistication, especially for a tech product, fearing it makes the application seem outdated and prone to bugs. On joining the team, individuals form relationships and trust specific colleagues for support. With a history of varied training methods, users hesitate to trust anyone or anything for assistance.
What changed
The level of distrust in the training they receive is evident. Each individual typically has one person they consistently rely on: new hires are assigned a buddy, seasoned analysts have their trusted colleague, and so on. Interestingly, as users gain more experience within the system, they tend to place more trust in management and team leads, but not in the beginning.
The Redesign
Prioritization matrix
We initiated the meeting with stakeholders by reviewing the maps and summarizing our collective learnings. Through co-creation and co-design discussions, we generated ideas to leverage redesigning the system. We identified that we could achieve this by updating the structure, processes, infrastructure, talent, or through incentives.
Focusing our efforts
The user is already familiar with in-app onboarding and training techniques from other applications. I can leverage some of those techniques to enhance the training experience.
Given the user's expertise in in-app onboarding and training, we propose updating our app with techniques from related industries. This initiative represents a medium effort with a potentially high impact. Current discussions within the team involve choosing between integrating an external app for onboarding or developing in-house tooltips and similar features manually.
Identify a Potential Prototype
We pinpointed a potential prototype: incorporating in-app guides and onboarding using metrics as our basis. Given users' familiarity with in-app onboarding from other apps, I can utilize similar techniques to enrich the experience.
Prototype Testing
Objectives
When prototyping, the aim isn't to determine whether an idea worked; it's to grasp the system comprehensively and strategize for the next experiment.
Reflection
The findings indicate that implementing in-app onboarding and guides improves outcomes and enhances user confidence in their job. Additionally, discrepancies in vocabulary across teams highlight the importance of standardizing terminology for clearer communication.