IMPLEMENTATION TRAINING GUIDE AND PRODUCT MARKETING MATERIALSImplementation Toolkit
As healthcare organizations implemented their patient discharge folders, they needed structured guidance to help educate staff how to implement the new product and process successfully. I designed the Implementation Toolkit, a set of guides and supporting materials that guided healthcare organizations through onboarding, training, and early process adoption of their patient discharge folders. The toolkit translated complex operational information into clear visual documentation that could be used by multiple teams during implementation.
Timeline
2019
Role
Systems Design
Content Design
Concept Development
Visual Design
Cross-Team Alignment
Deliverables
Implementation Toolkit
Onboarding and Training Materials
Product Marketing Collateral
28%
saw improvements in their patient discharge process
35
customers impacted
58%
saw improvement in their implementation process
Research & Development
I researched current pain points in the customer journey process using an empathy map. I interviewed sales representatives who spoke directly with our healthcare clients to gain an empathic understanding of their thoughts and feelings when using the products with patients.
Some insights I gained from this process included:
There is a period of time, for about three months, from when a client completes their purchase to when they receive their product.
When clients do receive their product, they have forgotten important details about the product, such as how/when/why to use it.
Upon receiving the product, clients are unable to communicate key details of the product to their teams and their patients. This can lead to clients not using the product, or using it incorrectly.
If clients resort to using the product incorrectly, they are unable to receive the benefits the product offers.
Solutions for Nurse Leaders
Nurse Leaders are responsible for overseeing the implementation process and delegating tasks to specific staff, and are given specific paperwork to help facilitate the implementation process.
What nurse leaders receive:
Folder Implementation Checklist
Informational Poster How-To Guide
Solutions for Nurse Staff
Nurse staff receive information, such as how, when, and why to use the product with their patients.
What nurse staff receive:
Folder’s Purpose & Benefits
Responsibilities for Nurses vs. Patients
How To Talk About The Folder With Patients
