Reducing Surgical Complications
Led human-centered research to transform post-orthopedic surgical recovery across 21 hospitals serving 4.2M+ patients. Synthesized patient journey maps, ethnographic observations, and clinical data to identify key intervention points. Research insights drove both workflow optimization and the design of a patient-facing mobile app, reducing typical hospital stays from two days to same-day discharge while enhancing patient satisfaction. Project received NCQA Innovation Award for pioneering human-centered approach.
Jessica Galin
Challenge: Shifting an ingrained mindset
Opting for home recovery after an orthopedic procedure can expedite healing, decrease complications, and lower hospital expenses. It also allows folkx to maintain their autonomy and shape their healing journey. However, current hospital systems are structured to admit patients for a two-day inpatient stay after a complex orthopedic surgery and patients have come to expect this standard approach.
Recovering at home can be daunting and requires a significant shift in mindset and approach for both patients and hospital systems alike
Designing when human lives are at stake
Allowing patients to recover at home after orthopedic surgery carries significant risks, including the potential for complications like infections, inadequate pain management, and delays in recognizing serious issues that require immediate medical intervention.
When patient-care team connectivity is compromised, there’s a greater chance that critical signs of complications could go unnoticed, jeopardizing the patient's recovery and overall health. The mobile app design centered around addressing this critical risk while accounting for additional patient and surgeon needs.
A sound design anchored in clinical, operational, and user research
Through rigorous ethnographic research and contextual inquiries across 21 hospitals, we identified critical gaps in post-surgical recovery, particularly around patient support during home recovery. Research revealed that patient anxiety and complications often stemmed from feeling disconnected from their care team following discharge.
I partnered with orthopedic chiefs across the medical centers to redesign the clinical and operational care pathways to better support the patient throughout the end-to-end surgical workflow.
The mobile experience design was grounded in user research insights about patient needs for progress tracking, care team connectivity, and automated recovery guidance. Each feature directly addressed research-validated patient concerns, from recovery milestone tracking to proactive communication tools.
Results: Recipient of the NCQA Innovation Award
We significantly improved patient experience scores and reduced recovery-related complications across all 21 locations. We also saw a positive uptick in care team well-being as their time was better utilized.
Our experience design work received national attention and we were awarded the NCQA Innovation Award at the annual conference.
*Note: Due to the sensitive nature of this work, I'm limited in the amount I can share re:quantitative stats. Reach out for a full case study.
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