Home and Community Responsive Portal: Partner Hub
Overview
The Home and Community division of Optum supports hundreds of senior care facilities across the United States. Providers, medical directors, and a range of facility staff needed an intuitive, user-centric portal to streamline workflows, enhance communication, and ensure rotating doctors could access patient clinical records from their company-issued mobile devices.
Tools: listening sessions, user surveys, user interviews, Adobe Analytics, Qualtrics EM, creative workshops, heuristic evaluations, and Figma.
Self-service and Support
The Partner Hub features focus on enhancing efficiency for all users. Facility admins can seamlessly manage user access, track orientation, and monitor staff-required training through the portal. Visiting doctors can access patient clinical records, such as SOAP notes, and communicate within Partner Hub to improve patient care. Facility staff benefit from an intuitive interface that lets them order necessary Part B supplies with a few clicks and review monthly reports to ensure operational compliance. When issues in patients' wellness arise, the portal provides a care-team directory and a 24/7 assistance hotline based on the user's location.
Fact Based Decisions
Our design process was rooted in data-driven methodologies to ensure a human-centered approach that met the diverse needs of all stakeholders. We began with extensive listening sessions to gather qualitative insights and surface the challenges and preferences of facility staff and medical directors. Data-driven personas, service blueprints, and user interviews informed our final designs and ensured the most suitable solutions were brought to market.
Adobe Analytics, Qualtrics, and heuristic evaluations identified additional pain points and helped prioritize development. A strong partnership with our accessibility office and rigorous QA testing ensured the final product met functional requirements and provided a seamless user experience across viewports.
