Travis County
STAR Flight KPI Tracker

About

I led the research and design of the STAR Flight KPI Tracker, transforming a limited, homegrown database into a powerful application for managing key performance indicators (KPIs). STAR Flight, an emergency medical service, needed a reliable, user-friendly tool to streamline workflows and improve data accuracy.

To design a solution that truly worked for their needs, I conducted workshops, interviews, and usability testing with staff, including Admins, Auditors, and Providers. The result was a robust application with customizable dashboards, simple navigation, and tools tailored to their roles, directly improving STAR Flight’s operations and service delivery.

Role
Lead User Experience Designer
Lead UX Researcher

Category
App Design
UX Research

Audience
Travis County STAR Flight management and staff, including pilots and medical personnel

Time Period
November 2019 - February 2020

The Problem: A System That Couldn’t Keep Up

Before the redesign, STAR Flight’s system had serious limitations:

• Unreliable and Difficult to Use: The homegrown database was prone to errors and lacked user-friendly features.
  
• Inefficient Workflows: Tracking and managing KPIs was time-consuming, leading to inefficiencies in day-to-day operations.
  
• Non-Technical Users Struggled: The system wasn’t intuitive enough for staff who weren’t tech-savvy.
  

STAR Flight needed a tool that was easy to use, dependable, and designed to fit their workflows.

Our Goals: Build a Reliable and Intuitive Tool

To guide the project, I created How Might We (HMW) questions and asked team members to join in to collaborate and align on our goals:

• How might we create a reliable and user-friendly KPI tracking system for STAR Flight?
  
• How might we simplify workflows for Admins, Auditors, and Providers?
  
• How might we improve data accuracy and accessibility for performance evaluations?
• How might we transition from a homegrown database to a fully supported app without disrupting operations?
• How might we make sure the application is intuitive for non-technical users?

The lead developer (Mark Goldstein) and I on-site with the STAR Flight aircraft, immersing ourselves in the experience to better understand the crew’s needs and tailor our designs for real-world use. 

Discovery: Understanding STAR Flight’s Needs

To kick off the project, I facilitated a requirements-gathering workshop with STAR Flight staff.

Activities:

• Audience Understanding: We identified the specific needs of Admins, Auditors, and Providers.
• Workflow Mapping: Staff shared their daily tasks and pain points, helping us map their workflows.
• Feature Prioritization: Together, we outlined key functionalities, including user management, KPI tracking, audit management, and customizable dashboards.

Key Takeaways:

• The system had to be functional and easy to use for all roles.
  
• Staff needed features like category management, audit tools, and data persistence.
  
• Simplifying workflows was critical to save time and reduce errors.
• User roles identified:
  - Admins
  - Auditors
  - Providers

Learning from STAR Flight Staff

User Interviews

I conducted interviews with various team members and learned about their daily workflows and challenges. I used this information to build user personas and user journey maps.

Goals:

• Understand the specific needs and challenges of each user role to inform design decisions.

Key Insights & Findings:

• Admins: Needed tools to manage users, categories, and KPIs efficiently.

• Auditors: Wanted a smoother process for conducting and managing audits.

• Providers: Required clear, accessible dashboards to review their performance metrics.

• All users wanted simpler workflows to reduce the time spent on repetitive tasks.

Designing A Tool Tailored to STAR Flight’s Needs

Using the insights from workshops and interviews, I designed the STAR Flight KPI Tracker to address specific needs for each user role.

Key Features:

• Customizable Dashboards: Users can tailor their dashboards to track what matters most to them.
  
• Simplified Navigation: A clean, intuitive interface makes it easy for non-technical users to navigate.
  
• Time-Saving Automation: Tasks that were previously manual are now automated, improving efficiency.
  
• Role-Specific Tools: Admins, Auditors, and Providers each have tools designed for their unique workflows.

Testing and Iterating the Design

I conducted moderated usability testing with six STAR Flight staff members to gather feedback and refine the design. Feedback from these sessions was invaluable in fine-tuning the final product.

Findings:

• Ease of Navigation: Users consistently found the application intuitive and easy to navigate, highlighting the well-organized layout and logical flow of information.
  
• User Interface: The clean and straightforward interface was highly praised for its visual appeal and user-friendly design.
  
• Time-Saving Features: Automation of previously manual tasks was a significant highlight, with users appreciating the efficiency and time savings the application offers.
  
• Customization Capabilities: Users valued the ability to customize categories and KPIs, allowing for tailored tracking and reporting.
• Accessibility: The application was deemed accessible and easy to use for all user roles, ensuring a smooth experience for admins, providers, and auditors alike.

The Results: Transforming STAR Flight's Operations

The STAR Flight KPI Tracker application successfully transitioned from a limited database to a fully supported, user-friendly app, transforming how Admins, Auditors, and Providers track and manage KPIs.

Achievements:

• Improved Data Accuracy: The new system ensures reliable and accurate tracking of key performance metrics, enhancing decision-making and accountability.
  

• Streamlined Workflows: Automation of manual tasks and simplified navigation reduced inefficiencies, allowing staff to focus on critical work.
  

• Improved User Experience: The app’s intuitive design and clean interface made it easy for non-technical users to adopt and use daily.
  

• Customizable Tools: Features like customizable dashboards and KPI tracking allowed users to tailor the system to their specific needs.
  

• Operational Excellence: The comprehensive functionality directly supported STAR Flight’s mission-critical operations, improving service delivery and reliability.

The project was a success, delivering a robust, well-designed application that elevated STAR Flight’s ability to provide high-quality emergency medical services.

Lessons Learned

• Start with Users: Early involvement of users is essential to understanding their needs and pain points.
  
• Test and Refine: Regular usability testing ensures the final product works in real-world scenarios.
  
• Collaborate with Stakeholders: Engaging staff throughout the process led to better alignment and a more successful product.
  

This project showed how user-centered design can improve operations in high-stakes environments like emergency medical services. By listening to STAR Flight staff and designing a tool that fits their workflows, we created an application that helps them deliver high-quality service when it matters most.