Othena | The Journey from Vaccine to Vaccination
Providing Vaccinations for over
1.2 million residents of Orange County.
THE CHALLENGE – 40 Days to Public Launch – CREATE A NEW PRODUCT
The 2020 pandemic has effected nearly everyone in the world. How can the team at Composite Apps help provide access to vaccines to provide positive impact at scale?
How would one regulate and prioritize vaccines for individuals based on age, medical need at scale?
How would one route patients to points of distributions in a ebb and flow process to regulate onsite traffic and case loads?
How does one improve on a vaccinators day to alleviate some of their stress, as they would constantly work nearly 12-14 hour days for months on end?
Contributing Team
– Long Nguyen, CEO, Composite Apps
– Nick Pethtel, VP of Product, Composite Apps
– Sam Phan, VP of Engineering, Composite Apps
– Richie Hollien, Lead Designer,
Managed four jr. designers at Composite Apps
– Pixian Team, Successive Technology
Offshore Team with 5 designers, 5 developers
My Roles & Responsibilities
– Lead Interface & Experience Designer
– User Research for Patients & Vaccinators
– Product Pitches, Investor Pitch Decks, In Person Presentations
and Live Demonstrations
– Product Training
– Recruitment and Mentoring
The Process + Deliverables
– Competitive Analysis: Deloitte, PredMod, SalesForce (Myturn)
– Branding
– User Interviews
– Synthesized research
– Flowcharts & Validation
– Analysis & Interface Creation
– End User Person Interviews
– Agile Platform Adjustments as time continued
– State Integrations, via CAIRs (1+2) & VAERs
Key Stakeholders
– Orange County HealthCare Agency
Dr. Clayton Chau
Dr. Margaret Bredehoft
Police Chief Michael Petro
– Orange County Residents
INITIAL DISCOVERY MEETINGS
Through design workshops, the team was able to understand how the Orange County Healthcare Agency onboards their own provider staff, but more important, how to triage massive amounts of patients in dashboards.
The partnership between the county and composite apps allowed for agile adaptability of our initial assessments to ensure that individuals were slated within their proper phases and tiers to ensure prioritization and eventually equity of vaccine distribution.
Pre Workshop Priority Feature Matrix. County Public Health Officials can be seen above dictating their priorities.
My own feedback collected as Public Health Officials converse during the initial discovery meeting. Later sorted and bucketed into clusters to find commonalities and identify areas of high value, low effort, vs low value, high effort axis.
My own flow during a white boarding session. Listened to key stake holder input and documented end to end processes for the life of a vaccine.
Summary from Initial Meeting
Here’s where I come in to make
sense and distill action to provide value.
The CEO of Composite Apps would engage the team with an immensely ambiguous thought process. But through my understanding and mapping out his chicken scratch, the team had set the grounds to rapidly form a scalable Precision Population Health product for life beyond covid.
Our first module of Curapatient :
The Journey of Vaccine TO Vaccination; a Journey for 3.2 Million Residents:
1 – Patients (Everyday Individuals)
2 – Providers (Vaccinators)
3 – Care Plans (Project Management)
4 – CuraPatient would work at a theoretical level to act as the intersection or pinnacle of the triangle.
FLOWCHARTS
Flowcharts were and remain a key tool in this organization to understand scenarios and evaluate key intersections of Patient + Provider opportunities and how to alleviate pain points within users days.
These are used heavily to walk key stakeholders through a collaborative mindset and drive discovery meetings as the team validated our product. It was challenging but these artifacts grounded the two parties to find a sense of clarity amidst the pandemic.
Taken from the whiteboard session above, my role was to comprehend the complexity of the situation to drive business needs while balancing out provider and public facing customer values.
After leading our UX team through qualitative research synthesis, the team identified 4 key insights.
Our solution had to be streamlined to capture users, at a frustrating and emotionally vulnerable/fearful experience.
Our solution needed to be accessible via WCAG 2.0 standards (AA rated) for people of all ages, specifically the elderly, as they were first to receive vaccines as dictated per California Depart of Public Health guidelines.
Following CDPH guidelines, the framework of Othena needed to be scalable and structured on the back end to allow for segmentation of the inward flow of patients, to allow for regulation on a county-wide public health agency scale, down to a granular individual citizen level.
Given guidance from the CEO, our greatest customer, the platform need to factor in modularity and agility to meet the ever fluctuating dictation of the CDPH, and in turn serve as a hub to manage not like an EHR, but rather a two sided model for a market place that could roll up success of this project into a service hub to route patients to providers with a streamlined on site experience.
The initial product launch.
We started our journey running a conference room pilot in the Correctional Health portion of County Prison System.
From there we launched to elderly homes to reach the most vulnerable population.
We rapidly scaled into fire stations as they had county support and experience in disaster relief. Fireman and Police Officers have experience with large scale operations and for the large-scale orchestration of pedestrian ambulation. The result was a staggering amount of traffic per day, starting with 4-6 hour patient wait times at the Fire-station PODs until the county procured Disney, Soka University, Santa Ana Fairgrounds and Santa Ana College.
Patient Onboarding
Patients are asked basic demographic information to route individuals to nearby clinics. This intake form was later utilized for the Precision Population Health management tool, to better route patients to applicable services.
As the system grew, we factored in appointment reminders, email notifications. These became crucial as the team battled alongside the county with Vaccine shortages and having to throttle traffic to maintain a reserve of vaccine supply.
Patient Check In Experience + Vaccine Administration
Vaccination Provider experience covering patient searching, check in experience. Showcases clinic check in for proper record of site administration for CAIRs requirement.
Video showcases proper protocol for providers to verify patient identity via DOB, email, and appointment date and times.
Clinic Management
This video showcases an individual level clinic management. County level was a more blanketed approach with more refined controls, to allow for precise population control, down to specific races, and age groups.
This level of precision was crucial in the to achieve equitable population health management. Vaccine equity was a further concern once the team had begun operations at a larger scale.
Product Outcome
As time progressed the team made enhancements to the product. had my designers conduct a WCAG audit and provide recommendations to our consumer facing application with an actionable timeline for developers to adhere to at minimum AA standards.
