Case Study: AMN

AMN Healthcare Service is a workforce staffing partner that offers custom staffing solutions and centralized account management to healthcare organizations and clinicians. They asked us to optimize the workflow and reimagine the visual design.

The Challenge

The bulk of the work involved in healthcare staffing is for nurses and physicians to fill out and regularly update a vast amount of forms (personal information, education, credentials, licenses, etc.), keep track of their assignments (of which they could have multiple at a time) and search for new assignments. The challenge was compounded by the fact that the users tend to be impatient and of varying technology savviness. We needed a flexible and adaptable system that could tackle a large amount of data input easily and quickly.

Design Workshop

We started with a two day design workshop. We listed the goals of the product and mapped out the current system. We explored the tasks that the user need to do, the exceptions and the minimum requirements.

Workshops and work sessions are valuable tools for alignment. From the workshop discussions and exercises, we realized that the initial direction would need to be adjusted as we uncovered new information.

Workshop: User Personas and Flow

AMN provided us with a useful research that they produced on their own, and it helped us to understand more about our users, flows, feelings and business requirements, such as how a candidate submits an application to work as a Locum and how SCI providers look for new opportunities.

Workshop: User Interviews

We interviewed the two user groups (providers and recruiters) to learn their pain points.

Providers: we interviewed two who had several years of experience. Though they liked the freedom of working as a Locum, their main pain was credentialing and all of its forms.

Recruiters: we interviewed three who recruited for different medical professions. Their main pain point was keeping everyone aligned and communicating with too many tools.

Competitive Analysis

To help us understand the healthcare staffing industry and how they approached meeting these pain points, we conducted a competitive analysis of three of AMN’s competitors: CompHealth, Weatherby, and Jackson.

Through this, we identified areas where AMN could gain the upper hand over their competitors: through navigation, responsivity, interaction, dashboard, and application process.

Information Architecture

After consolidating our discoveries through the workshop and research, we created the information architecture (IA), which would be the basis for the navigation in our designs. We organized the IA into clear sections that were easily accessible and did not require digging into.

Wireframes

Our design needed to be responsive, so we created wireframes for both mobile and desktop. In addition to improving navigation, we created a dashboard, which would let the user know from a glance what credentialing items or other forms they need to complete and what assignments were coming up.

Forms, Forms, Forms

Forms are the heart of the application and credentialing processes. We used a sidebar so users could see which forms they needed to fill out and easily navigate to them. The form elements were created modularly so text fields, dropdowns, lists, and more could be rearranged and reused without us having to design each form.

Finding Assignments

To help users find assignments, we designed the job search to list out all of the essential information and basic description of the position. This saved the users time because they didn’t have to go into each position’s detail page to learn more.

Visual Concepts

AMN had a brand guideline for look and feel, but they were not sure how far they wanted to expand upon it, so we provided them with options. Three designers came up with visual designs that ranged from sticking closely to the guidelines to being highly exploratory. AMN could then pick and choose elements from the concepts they liked to create a unique look and feel.

Final Visual Design

Flexible Visual Design

AMN settled on a design closer to their brand guideline but incorporated elements from all design concepts. The design needed to work across all of their brands, so we provided them with a guide on how they could change the colors to fit each brand.

Visual Components

With the visual design finalized, we then designed each state of each component so that the developers would not need to do any guesswork.

Developer Handoff

Once the designs were finalized, we handed it off to our developers via Zeplin so that they could easily grab the CSS values needed to style each element.

Summary

We began with research that would give us the direction for our design. We improved navigation through an organized IA and by creating a dashboard. Standardizing forms and assignments by reusing modular components allowed users to quickly fill out and scan information. A flexible visual design let AMN apply the same design across their different brands. We are privileged to be able to help AMN produce a platform that will help staff organizations.

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