Travis County
STAR Flight KPI Tracker

How might we create a reliable and user-friendly KPI tracking app for the EMS team?

About
The STAR Flight KPI Tracker project was initiated to transition a homegrown database into a fully supported application. STAR Flight, an emergency medical service, needed a robust solution to effectively track and manage key performance indicators (KPIs) for high-quality service delivery. Our team was approached to develop a comprehensive application that meets the specific needs of Admins, Auditors, and Providers.

Role
User Experience Designer
UX Researcher

Category
App Design

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

Time Period

November 2019 - February 2020

Problem Statement

STAR Flight's existing system was limited in functionality, difficult to use, and unreliable, leading to inefficiencies in tracking and managing KPIs.

The need was for a system that is functional, reliable, usable, and easy to use.

Goals

  • How might we create a reliable and user-friendly KPI tracking system for STAR Flight?
  • How might we create an app that is intuitive enough for daily use by non-technical users?
  • How might we simplify workflows for Admins, Auditors, and Providers to improve efficiency in managing KPIs?
  • How might we transitioning from a homegrown app to a fully supported system without disrupting operations?
  • How might we improve data accuracy and accessibility for performance evaluations?

Discovery

To kick off the project, we collaborated closely with STAR Flight staff by conducting a requirements gathering workshop. We wanted to make sure that the new system would address their specific needs and pain points. 

Key Takeaways:

  • The staff needed a system that was not only functional but also easy to use.
  • Key functionalities needed:
    • User Management
    • Category and KPI Management
    • Audit Management
    • Data Persistence
    • KPI Archive
    • Home View
    • Dashboards
  • User roles:
    • Admins
    • Auditors
    • Providers
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Research

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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.

Insights & Findings:

  • Admins need robust management tools for categories and KPIs.

  • Auditors require an efficient process for conducting and managing audits.

  • Providers need clear visibility into their performance metrics.

  • Simplified workflows were needed to reduce the learning curve for new users.

Usability Testing

I conducted comprehensive usability studies with 6 different end users to make sure the application was easy to use and met their requirements. 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.
  • Accessibility: The application was deemed accessible and easy to use for all user roles, ensuring a smooth experience for admins, providers, and auditors alike.
  • Customization Capabilities: Users valued the ability to customize categories and KPIs, allowing for tailored tracking and reporting.
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Outcomes and Lessons Learned

Achievements

  • The STAR Flight KPI Tracker application successfully transitioned from a homegrown app to a fully supported, well-designed system.
  • It provided Admins, Auditors, and Providers with the tools they needed to manage and audit KPIs efficiently.
  • The application’s intuitive design and robust functionality led to improved data accuracy, streamlined workflows, and enhanced overall performance.

Lessons Learned:

  • Early user involvement is crucial to identify and address pain points.
  • Regular feedback loops and testing are crucial for refining design and functionality to meet user needs.
  • High level journey maps can help guide design decisions effectively.

Stakeholder Impact:

  • User Satisfaction: Positive feedback from users on the system’s ease of use and reliability.
  • Operational Excellence: The system’s comprehensive functionality supported STAR Flight’s mission-critical operations effectively.
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