Parachute Health

Parachute Health is a digital ordering platform that allows clinicians place orders and submit reimbursement documentation for patient medical equipment, including items such as wheelchairs, oxygen, and CPAP machines. Some of the documentation for reimbursement can be generated by the software, but other documentation needs to be gathered from a patient's medical record. My goal was to create a workflow where clinicians will understand what documentation they need to submit and help them submit.

Clinicians need to know how to submit docs, but don't overwhelm them.

There were two problems that clinicians faced:

• Remembering docs they need to submit for each order
• Completing the docs to get reimbursement the quickest

There were multiple different ways for a clinician to send in the documentation, whether it was retrieving it from the patient record and sending it via fax or uploading, completing it within Parachute, or interfacing it from their health records system.

Mapping out a busy clinician's user flow.

I started talking to clinicians to get an understanding of how they are gathering and submitting this documentation. Right away, it was clear that not all ways to gather documentation were the same — if they document using a fax, the fax machine can take a very long time to send the documents into Parachute. This was time they do not have as they were caring for patients. It was important to consider that "dead time", and make sure that it did not impede them from being able to complete their flows, without them forgetting to complete the necessary documentation.

Iterating through different versions.

We found through data and user interviews that most clinicians forget to add items mostly when they are required to upload that documentation, such as the test results of a sleep study. It was important then to make sure the documents are presented to the user as a checklist. I also tried different iterations where they would be asked to upload documentation at the end of when they were ordering equipment, as opposed to before.

Other iterations included changing when a user would attach documents within the flow, and visual iterations as well.

Creating a simple solution for a complicated flow.

The final iteration involved prioritizing any Parachute enabled documentation, while making the upload and fax workflows for documentation that couldn't be done in Parachute.

I worked hand in hand with the developers to make sure that the designs would come to fruition. This included introducing new components in the design system, such as the creation of a documentation well.

This is about as much as I can show here, but I am happy to explain further.