Service Design Blueprint, G. Surgical, 2017

 

UX Research Case Study: Trayscan

Discovery research for a mobile app that provides a more efficient way to track surgical equipment loans.

 

Understand the problem

A medical device sales organization maintains equipment for loans to surgical facilities. Support teams track and transport the equipment, often with very short notice, to clients (surgeons) operating in different facilities throughout the territory.

The current method of tracking is not scalable and the exact location of hundreds of thousands of dollars of surgical equipment is uncertain. Transport personnel make trips through congested urban areas only to discover the piece they need is not there. Efficiency, morale and profits are less than ideal. It’s time for a better tracking method.

  • $400K of missing equipment loans

  • Imprecise tracking method

  • No end-to-end process visibility.

Stats

  • 28,973: the number of miles the company van traveled to shuttle equipment back and forth in 2016.

  • 1324: Average number of surgical procedures attended by a sales rep in in one year.

  • $44,000,000: Total sales for organization

  • $456,000: Total value of missing equipment

Objective

To gain insight into the learning process for new orthopedic medical device sales representatives, specifically as pertains to learning about orthopedic surgery, and information for the capital equipment product line.  

My Role

UX research

Methodology

Ethnography, 1:1 Interviews, ride-alongs 

Panel

Field sales reps, office managers, delivery staff, orthopedic surgeons, nurses, operating room technicians, and sterilization staff

 
Legacy tracking method, 2017

Legacy tracking method, 2017

 

Process

Step 1. Service Design Research

In order to improve the tracking process, I needed to understand the end to end process of loaning equipment from the perspective of everyone involved. To learn this, I traveled everywhere with different types of equipment and interviewed everyone who played a role, within and without the company.

1:1 interviews

I interviewed everyone (agency employees, sales reps, support staff, hospital staff, operating room staff, sterilization staff, and surgeons) to learn about the current process, user experience, and understand pain points.

Ethnography

I spent time in operating rooms observing how and by whom the equipment was used.

 

Step 2. Personas & Use Cases

insert persona here

 
 

Step 3. Sketches for a Mobile Solution