Elevance Health · Maya Project
Clinician interview guide
Discussion guide for behavioral and attitudinal interviews with hospital clinicians, used to understand workflows and constraints before defining the Maya pilot experience.
Goals
Discover
- Workflows across clinic staff (doctors, nurses, PAs, administrators)
- Processes for medical record and patient management
- Processes for accepting referrals and referring patients out
- Systems for inter-office collaboration, if any
- Familiarity and experience with virtual healthcare
- Clinical, technical, and business constraints
Methodology
Behavioral and attitudinal interview. Used to identify existing behaviors and attitudes among clinicians. Useful for personas, screening participants against persona criteria, and identifying behaviors a new product would need to fit or change.
Field study. Used to observe clinicians in their natural setting. Useful for behavioral details that are hard to capture in an off-site interview.
Tools
- UserZoom (remote interviews and note-taking, if needed)
Recruitment
- Lurie Children’s Hospital connections
- Northwestern and UIC hospital connections
Participant introduction
“Thanks for meeting with me today. My name is ____ and I’m working with an established healthcare organization to assess the viability of offering virtual emergency care services. Thank you for volunteering to participate in our study. Understanding the workflow and needs of clinicians is critical to the success of any virtual service. We’ll probably talk for around 60 minutes. There are no wrong responses and you can always ask to skip questions that you don’t feel comfortable answering. Please let me know if at any point you’d like to take a break. If it’s alright with you, I’d like to record this conversation. Are you okay with that?”
Interview guide
Care team
- Can you tell us a little about yourself?
- Name, employer, role
- Years working as a practitioner
- Services provided / conditions treated
- Describe your day-to-day
- Do you ever conduct patient visits virtually?
- When, why, and how
- Describe the experience: limitations, frustrations, delights
- When is virtual preferred over in person?
- How many patients do you see in a day, on average?
- How much time do you have between patients?
- Do you have support staff to assist you? Describe their roles.
- Can patients schedule visits at your clinic?
- How far in advance?
- How do walk-in appointments differ from scheduled appointments?
- How do you conduct and manage scheduling, patient medical history, referrals, follow-ups, and medication?
- Walk us through procedures for the following situations. Highlight how procedures would change in a virtual setting vs. in person:
- New medication
- Refill of medication
- Annual physical
- Back pain
- Trouble breathing
- Panic attacks
- Severe bowel discomfort
- Flu-like symptoms
- Bloodwork
Field study guide
Two or more members of the UX team will request time to meet clinicians at their place of practice. Ideally, we would separately observe all members of the practice staff, including doctors, nurses, physician’s assistants, and administrative staff. The goal is to map the interconnected parts that must be accounted for in a viable virtual care experience.
Due to HIPAA constraints, we will have to meet clinicians during off hours, or while visiting with a patient who has signed a HIPAA authorization. We will audio/video record what we can, and document the rest in a notepad.
Deliverables
- Research analysis and report
- User journey for each relevant care team role (clinician, nurse, PA, admin, etc.)
- Experience map connecting the consumer portal to the care team journey