Enhancing the Digital Experience for Healthcare

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Personalization and rebuilding of the brand value of non-profit healthcare organization by expanding their visual presence on every digital platform. The not-for-profit organization is destined to move forward with a collaborative venture and a soul purpose – revolutionize and transform

 

Mission

Personalization and rebuilding of the brand value of non-profit healthcare organization by expanding their visual presence on every digital platform. The not-for-profit organization is destined to move forward with a collaborative venture and a soul purpose – revolutionize and transform the healthcare and make it customer –focused through affordability and accessibility. In order to streamline the accessibility for both guests and members, company wanted to launch a digital initiative that include mobile app and website redesign to make it available on any browser through any device. 

 

Vision

The organization had been striving hard to meet every customer expectation which was driven by their mission to provide effortless healthcare experience round the clock. The company’s visualization encompasses to reimagine the member experience, create more opportunities for new members to join and keep frustration of managing health plans at bay. 

 

Objective

The primary objective of the company is to ensure that every member's healthcare requirements are met, and every provider can seamlessly connect to their patients and vice-versa. Better healthcare investment is only possible through optimization of healthcare plan for every member by engaging them on different digital portals, web and mobile. All these can be achieved through following objectives: 

  • To create customizable and responsive dashboard with interactive features that proves useful for end users to help in their daily operations and provide enriching and unprecedented customer experience. 
  • To launch mobile app for both iOS and Android users so that members and guests can seamlessly access health plan information and new features on their device. 
  • To redesign and add simplified navigate features to the company’s native website and make it useful for everyone through desktop and mobile browser. 
  • To provide user-friendly navigation feature across the digital platform and on multiple devices. 
  • To make it easy for members (patients enrolled for their health plan under the organization) to query about their health plan coverage, find the doctor in their respective area and use digitalized health card for accessibility on the fly. 
  • To advocate easy claim reimbursement by the members and customers to retrieve all the information necessary to pay for their claims at their fingertips. 
  • Members should be able to view content through their ID card, claims history, plan summary and find urgent care in the location near to them. 
  • The new features added on the company’s website accessible through different devices should also enable members to shop for their health plans, ask for nurse help 24X7, find the provider and drop feedback related to issues and complains in the healthcare service. 

 

 

Executive Summary

The company has been always focused on members and customers need and the new website design and app launch reflects the infused innovation through software defined principles. Before the “Health Live” app of the company was launched, in the production phase of software cycle, members were asked to view the early prototype of the mobile app designed for both iOS and Android users and tell the development and business team if the features were user-friendly and what were the further improvements to be made. The teams were diligent and purposeful in building and developing process and steps that included every participating member’s comments and feedbacks; this proved that the company always puts members at the center stage of development and improvisation phase. 

For the nonprofit healthcare organization based in one of the largest US states, it was imperative to increase its brand value, upgrade a new reputation and provide unparalleled service to members who have always trusted the organization when it comes to managed service of health. This called for intelligent website and mobile app redesign and launch to not only improve the acquisition rate and get more page hits but was equally geared towards better customer satisfaction, engagement and retention. The digital transformation project was initiated therefore to foster substantial breakthrough through channelized investments in digital space.  

The digital strategy was spearheaded towards providing customer/member experience with simplified navigation technology that could help them to glean health related information on the go and connect with their healthcare providers and doctors with the click of the page. To empower the members with transparent health care information tailored and customized to their needs, broadening the digital functionalities and capabilities was at the center stage of this digital transformation project. The best approach proposed by the team was to make this project a success when it was built from the scratch and all the software development, planning and testing and usability were done from the ground up in proprietary manner. This was crucial to accomplish the end goal because all the technical support and capabilities were existing inside the company blended with expertise at hand. The requirements were generated through the opinion lab where all the customers and members feedbacks were categorically logged in. The members feedback taken through the special platform called Voice of the Customer, where both positive and negative member experience were used as vital insights to work and enhance the digital functionality for easy access. This ultimately worked towards improving the customer experience and increases the brand value proposition of the company. 

 

 

 

Project Integration Management

 

Project Charter

 

Project Name:

Enhancing digital experience in health care

Project Number:

Date:

03/11/2019

Revision Number: v1.0.0

 

 

 

 

 

1.         PROJECT GOALS

 

The primary goal of the project to increase customer foot print and digital

 Experience by providing interactive and easy to navigate user interface. Project will develop user interface on mobile interface as well as web based interface.

 

Project goal is to collect the entire requirement from medical staff, customer representative, consumer feedback form and market research team and develop mobile app/web.

 

Digital experience interface (Mobile app/ web) should provide interactive workflow to help user with ease to perform daily like find doctor, urgent care book appointment, access health plan information, insurance claim and many new features. 

 

2.      PROJECT DESCRIPTION

 

The company has been always focused on members and customers need.

The new website design and app launch reflects the infused innovation through software defined principles.

Project will provide intelligent website and mobile app design. This will improve the customer acquisition rate and better customer satisfaction, engagement and retention. The digital transformation project was initiated therefore to foster substantial breakthrough through channelized investments in digital space. 

 

The digital strategy was spearheaded towards providing customer/member experience with simplified navigation technology that could help them to glean health related information on the go and connect with their healthcare providers and doctors with the click of the page. To empower the members with transparent health care information tailored and customized to their needs, broadening the digital functionalities and capabilities.

 

The health app is primarily aimed at helping members to manage and track their health information from anywhere 24X7, here are the features to be included in the app in three phases. The members are also able to view, monitor and keep track of their pharmacy appointments, medications and schedules in the form of alerts and reminders through another important feature introduced as “My Med Plan”. 

§  Find a Doctor, Hospital, Dentist 

§  Find Urgent Care, other facilities 

§  Interactive Map Search 

§  Automatic Dialer 

§  Check Plan Details 

§  Check Claims History and recent activity 

§  View and Email your Temporary Health ID virtual card 

§  My Med Plan Profile 

§  Medication Track list 

§  Receive Medications 

§  Daily Appointments and Schedules 

 

 

3.         SCOPE

 

In 6 month timeframe, this project will be delivered in two phases. Product will be delivered in phased manner. Product will include below deliverables:

 

1) Mobile APP for Android and iOS platform release

2) Responsive web release  

 

4.     PROJECT MILESTONES

 

  1. Project requirement collection and approval from executive team
  2. Beta release for Android and iOS platform APP
  3. Final Android and iOS platform APP available for customer
  4. Beta release for responsive web
  5. Final release for responsive web

 

5.     ASSUMPTIONS, CONSTRAINTS DEPENDENCIES

 

  1. Project requirement collection should be done before project start
  2. Horizontal scalable Web server should be hosted to support increased number of customer

6.     RELATED DOCUMENTS

 

Requirement document, Project plan, Jira Epic and stories, UI annotated component

 

7.   PROJECT AUTHORIZATION

Approved by:

VP Engineering

Date

 

 

03/11/2019

Approved by:

 

Chief Technology Officer

Date

03/11/2019

 

 

Project Plan

 

The Project Plan contained in the project notebook follows the methodology presented in PMI’s Project Management Body of Knowledge 6th edition (PMBOK). All ten knowledge areas including integration management, scope management, time management, cost management, quality management, human resources management, communication management, risk management, procurement management, and stakeholder management are represented and discussed in this report.

Project planning stage will begin with project requirement collection phase from Jan 1, 2020 after project charter is signed and approved.

Project will start with requirement gathering and consolidation by the project management team. Project management team will conduct session with marketing research team, CRM team, and customer support team and collect the entire requirement and create requirement plan documents. The entire requirement will be capture in Jira software and get approval from respective team.

Once all the Jira epic and stories related project requirement are created and approved, Project design phase will start for app as well as web which will include the UI wire frame, mockup, page annotated component description.

Once project design gets approved by CTO office and technical leadership, project will kick off implementation/testing phase.

Project will get launched once project will meet user acceptance criteria with project exit criteria.

 

Project Execution

 

Project management team will be in charge of project execution according to project plan. Project management team will coordinate with all the team involve in project execution and closely monitor the project execution.

Three development team (Android Development team, iOS Development team and responsive web team) will be involved in project execution. Each team will focus on their individual project deliverables. Individual team will be responsible for development, implementation and testing. Each team will break down their feature into work item with the dead line as per the description provided in the Grant chart.

Final product testing will be performed by the project management team in user acceptance session.

Project Monitor and Control

 

Throughout the project’s life cycle, the project manager with the help from the development team to tracks all the activities and metrics used to measure performance and ensure they are within scope, on time, and on budget so that the project proceeds with minimum risk. Project management team will use Jira project management tool, Jira bug tracking tool and Jira test management tool along with internally developed project dashboard. Project management team will conduct individual team meetings with the team manager to track the progress of project.

Perform Integrated Change Control   

 

Any change in part of project should be closely monitored by project management team with the approval of CTO office. There should be very minimal deviation in project implementation to meet the project requirement.  

Any changes suggested on one team should get communicated to all other team so that same implementation is followed by all to maintain the feature set across the platform.

Project Closeout

 

The project will closeout once all phases described in project scope will complete with described exit criteria approved by CTO office. Once Project is approved by CTO, project need to be deployed to the production server and live for all customer, users and vendors. Android app should be available on Google Play, iOS app should be available on Apple Store and Web server should be up and running.

Below is the rule to exit criteria of each phase.

Exit rule for product phase “Project requirement collection and approval from executive team”:

  1. All requirement need to recorded in Jira as story and Epic
  2. All Jira Epic and Stories need to be approved by respective owner
  3. All Jira Epic and Stories need to be approved by CTO office

 

Exit rule for product phase “Beta release for Android and iOS platform APP”

  1. All Jira Epic and stories should be implemented
  2. Feature and System test should be finished for all Jira Epic and stories
  3. There should not be any Critical bugs on feature level
  4. There should be more than 10 Critical bugs and 20 Major bugs pending on system level

Exit rule for product phase “Final Android and iOS platform APP available for customer”

  1. User acceptance test should be passed
  2. No critical or major bug should be open
  3. Scale and Load criteria should be met

Exit rule for product phase “Beta release for responsive web”

  1. All Jira Epic and stories should be implemented
  2. Feature and System test should be finished for all Jira Epic and stories
  3. There should not be any Critical bugs on feature level
  4. There should be more than 10 Critical bugs and 20 Major bugs pending on system level

Exit rule for product phase “Final release for responsive web”

  1. User acceptance test should be passed
  2. No critical or major bug should be open
  3. Scale and Load criteria should be met

 

Project Scope Management

 

Define Scope

 

Improve customer digital experience to meet every customer expectation which was driven by their mission to provide effortless healthcare experience round the clock. Project will finish in 6 month timeframe and will be delivered phased manner. Product will available on Mobile APP for Android and iOS platform as well as responsive web. Mobile app should be available in app store for all member/customer and should be up and running 24x7.

 

Work Breakdown Structure

 

Work breakdown structure is a process of subdividing the major project deliverables and project work into smaller and more manageable components. It is one of the most commonly used methods to outline all required scope for a project. Project is divided into 5 phases and each phases will deliverables will have phase exit criteria and it will closely monitored by program management team.  Below is the work item structure

 

 

Work Breakdown with Sequence of activities:

Time Management Plan

 

Requirement:

The project titled “Enhancing digital experience in health care” aims to deliver a Digital experience interface (Mobile app/web) to track the record of all the requirements from medical staff, customer representative, consumer feedback form and market research team in a specific time frame. The project approaches with Agile software development methodology. Considering the “Time-Consuming” disadvantage of Agile methodology and to plan for a safe and consistent journey, a subtle time management planning is proposed below.

Sorting Milestones Assigning tasks:

The ultimate output requires following milestones to achieve,

  1. Project requirement collection and approval from executive team
  2. Beta release for Android and iOS platform APP
  3. Final Android and iOS platform APP available for customer
  4. Beta release for responsive web
  5. Final release for responsive web

 

Which are prioritized and assigned as tasks that summed up in following major accordions.

  1. Project requirement collection and approval from executives.
  2. Beta release for Android and iOS platform APP.
  3. Final Android and iOS platform APP available for customer.
  4. Final release for responsive web.
 
 

“Project requirement collection and approval from executives” Break Down

 

 

"Beta release for Android and iOS platform APP". Break-down

"Final Android and iOS platform APP available for customer." Break-down.

"Final release for responsive web." Break-down

 

 

Resource availability:

And, the responsible resources for the completion of tasks are categorized into 4 groups.

  1. Project Management Team.
  2. Web Development Team.
  3. Android Development Team.
  4. iOS Development Team.

 

Estimated Duration / Schedule:

After sorting down the milestones into categories a clear view of tasks is available to be analyzed by various resources and finally ready for the estimation by Project Manager’s judgment, Critical path analysis, PERT analysis.

With the help of Network diagram could be able to analyze the exact float time and an accurate schedule with additional information.

Afterward, the complete scheduled could be determined by performing scrutinizing of unrequired tasks with the help of the Gantt chart. Through Project libre or MS Project, various tools would be utilized to check the project progress, performance, and action required to achieve plan value from the earned one. Hence the estimated schedule time frame is 6 months 20 days.

Procurement Management Plan

This section of the report comprises the information of the project through which one could determine the processes to categorize various kinds of packages, products, items, and services required to be purchased or acquired outside the team. This will provide a guide when determining whether it is better to provide or contract services in support of project objectives.

 

The following are the processes involved in the plan:

  1. Plan Procurements
  2. Conduct Procurements
  3. Administer Procurements
  4. Close Procurements

 

Plan Procurements:

The reason for considering this process for user interface development is to secure workforce, material, or services in support of project deliverables and objectives.

Examples:  Jira For Android and iOS app development, SEO (search engine optimization) Tool.

 

Conduct Procurements:

Here, the development of interface might not require any sort of conduct procurements until and unless the organization requires outsourcing of the project. as conduct procurement is involved in organizing and managing activities such as bidder conferences, bid package issuance to potential sellers, evaluation of potential sellers and eventually the selection of the sellers.

And as of now, the entities we require from outside are ranged from development tools to content management tools for the website/application hence does not include products that need auction setup.

Administer Procurements:

The process of managing procurement relationships, monitoring contract performance, and making changes and corrections might be required while marketing of application/website takes place or training needs to provide to the staff for performing content management into the application/website.

Examples: Training Module for staff, Marketing and CRM.

 

Close Procurements:

Procurements are closed when a contract and requirement is completed OR when it is terminated before the process is completed. This would help in tracking the documentation for every existing or finished procurement. Example: Track for renewal tool per year won’t close the Procurement.

The version 1 (overview) of Procurements, its categorization and seller selection criterion report is as followed:

This initial level Procurement report is based on the outputs after performing need assessment analysis, Conduction of an assessment of the supplier's market, and Collect supplier information.

Afterward, by performing following steps we looked forward to generating the final Procurement Management plan report.

  • Develop a sourcing/outsourcing strategy wherever required.
  • Implement the efficient sourcing strategy.
  • Negotiate with suppliers.
  • Implementation of transitioning plan if needed.

And, before going ahead to the implementation of procurement plans in real world, it’s been verified form the CTO that every project milestone should be achieved through the procurement plans. That way, the concern could make sure not only to the completeness of the plan, but all the procurement could be implemented effectively within the scope and requirements.

 

Detailed - Procurement Management Plan Report

 

Cost Management:

            Costs for this project will be primarily funded by the hospitals that are interested in getting up to the par with the online/digital platform.  The main cost will be related to purchasing licenses for the different digital platforms and funding an individual to make sure that the platforms are up to date and working.  The government and private donors can be looked into as well if the hospital is unable to fund this on their own; but generally we assume that no outside contractors or consultants will be needed to fund this project as the agile team along with the IT department and analysts should be able to manage the digital platforms. 

Estimated Costs:

Based on the average salaries of an IT support, applications developer and business analyst along with other expertise those are needed to complete this project.  The chart below has been created, considering the time and labor hours the project will cost the hospital. 

 

Month 1

Month 2

Month 3

Month 4

Month 5

Month 6

IT Professional

$8,000.00

$10,000.00

$8,000.00

$5,000.00

$5,000.00

$2,000.00

App Developer

$10,000.00

$10,000.00

$8,000.00

$5,000.00

$5,000.00

$2,000.00

BA/BI

$7,500.00

$10,000.00

$8,000.00

$5,000.00

$5,000.00

$2,000.00

Administration

$6,000.00

$3,000.00

$8,000.00

$10,000.00

$10,000.00

$10,000.00

Tester(s)

$1,500.00

$3,000.00

$3,000.00

$3,000.00

$3,000.00

$3,000.00

Total

$33,000.00

$36,000.00

$35,000.00

$28,000.00

$28,000.00

$19,000.00

 

 

Bonus Cost:

            Although a member of the agile team along of the sponsor of the project is expected to keep track of the financials to make sure we are not going over budget.  The team does feel strongly that in order to promote teams and encourage others to participate that it is crucial that the team is compensated with some bonus after the project is complete.  The bonus could be a team outing like bowling/laser tag or some other fun activity or a simple visa gift card to thank everyone for their hard work.  This will keep the team engaged and in the future assist with any other project need as necessary. 

Risk Management:

Definition of Risk:

        

According to the 5th Edition of the PMBOK® Guide, project risk is “an uncertain event or condition that, if it occurs, has a positive or negative effect on one or more project objectives such as scope, schedule, cost or quality.”

 

         
          

Risk has two dimensions:

       
 

1.Uncertainty estimated as ‘probability’

     
 

2.Effect on objectives or ‘impact’

      
 

 

 

 

 

 

 

 

 

 

Risk = Probability * Impact

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Probability:

  

 

 

 

 

 

 

 

Risk probability is the likelihood that an event will actually occur. Using a numerical value for risk probability is desirable for ranking risks. Risk probability must be greater than zero but less than 100 percent or the risk is a certainty. The likelihood of risk occurrence can be evaluated qualitatively or quantitatively. This is rated on the following:

 

Score

Probability

Probability Statement

 

1

1%-20%

Highly Unlikely

 

 

 

 

 

 

2

21%-40%

Unlikely

 

 

 

 

 

 

 

3

41%-60%

Improbable

 

 

 

 

 

 

 

4

61%-80%

Probable

 

 

 

 

 

 

 

5

80%

Almost certain

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Impact:

 

 

 

 

 

 

 

 

 

Impact measures the effect that the risk will have on the Project. It is an estimate of the overall scale of the impact following an occurrence of each risk. This measures the severity of adverse effects, or the magnitude of a loss, if the risk comes to pass. Table below lists the rating for impact.

 

Score

Rating

Rating Description

 

1

Very Low

Project will meet mission or technical success/exit criteria, alternatives exist with no modification.

 

2

Low

Project will meet mission or technical success/exit criteria, alternatives exist with little modification.

 

3

Moderate

Project will meet mission or technical success/exit criteria, alternatives exist with medium modification

 

4

High

Project will not meet mission or technical success/exit criteria and some alternatives exist.

 

5

Critical

Project will not meet mission or technical success/exit criteria and no alternatives exist.

 

 

 

 

 

 

 

 

 

 

Risk Exposure:

 

 

 

 

 

 

 

 

 

The Risk Exposure is calculated based on the following: Risk Exposure = Probability * Impact. See the matrix below to determine risk exposure status. The results shown in the risk register will be the exposures score.

 

 

 

 

 

 

 

 

 

 

 

IMPACT

Critical (5)

5

10

15

20

25

 

 

 

High (4)

4

8

12

16

20

 

 

 

Moderate (3)

3

6

9

12

15

 

 

 

Low (2)

2

4

6

8

10

 

 

 

Very Low (1)

1

2

3

4

5

 

 

 

 

 

1-20% (1)

21%-40% (2)

41-60% (3)

61-80% (4)

80%

 

 

 

 

 

PROBABILITY

 

 

 

 

 

 

 

 

 

 

 

 

  

with

R ≥ 12

Unacceptable Risk - Action to be taken

  
   

3 R 12

Moderate Risk

    
   

R ≤ 3

Very Low Risk - Watching List

   

 

The team will be responsible to use the guidelines listed above to create a risk charter to closely determine the different risks that may be associated with the project.  Once the risk charter is created different risks can be assigned to different personnel’s that are responsible to ensure that there are no “Unacceptable Risk” conditions.  Creating the risk charter along with monitor and controlling the risk conditions will be in the forefront of this project.  

Stakeholder Analysis

XYZ LLC, being a non-profitable organization is completely focused on providing best-in features in healthcare industry to benefit its stakeholders there by transforming their IT systems like web portal and mobile apps so that those can become more responsive and beneficial for their stakeholders. Mobile apps have become ubiquitous in many aspects of our lives over the past five years, fueled by the widespread availability of tablet computers and smartphones.

Summary

Project quality management encompasses the processes and activities that are used to figure out and achieve the quality of the deliverables of a project. Project managers oversee implementing a project quality management plan. The main idea, again, to deliver a product or service to the specifications of the customer or stakeholder. Doing so requires knowing quality management concepts. The main purpose of Quality of the project relies on customer satisfaction.

Without customer satisfaction there can be no quality. Even if a deliverable meets all aspects of what the customer or stakeholder has required but is done so where the process itself was not to satisfactory, then there’s a problem. Of course, the deliverable must meet with agreed upon requirements or else the project has failed because the product of the project and the management of the project didn’t meet with the expectations of the customer or stakeholder.

That’s why implementing quality control means managing both process and people. Meet with your customer or stakeholder regularly to keep them abreast of the project’s progress. Get their feedback and make sure that you’re being fully transparent with them to avoid issues arising later.

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