design
management
About Me
04 Design Research Methods
07
Iterative Design
09 MSK Patient Finances
11 Illustrating Information
15
about me
Process
Through my education and professional experiences I have had the opportunity not simply to understand theories and principles of strategic thinking and management of design and business but to them in realworld scenarios.
Design Principles Knowledge and application a wide variety of principles and processes to enhance the design and development process in a wide variety of contexts. A clear foucs is placed on user experience design methodologies: task flows, personas, scenarios, mental models, usability testing etc.
Understanding of the lifecycle of an ide definition through brainstorming, proto
Research and Analysis
Extensive experience of both academic research
Project Management
Consultation and creative direction of w budgets etc with a proven track record remote teams.
Bortz Group Marketing
Research Executed Marketing plans
Employment
Excel
Oilily USA
Visual Merchandising Window display planning / execution Promotional Material Adobe suite
2005
Education
Newspaper Editor-in-Chief Writing Editing Layout
2006
2007
2008
Design Studies Finance
University of Wisconsin-Madison
Pagemaker
Pa
University of Chicago Lab Schools
Skills
area indicates skill develop
Traditional print & logo design
ea from need finding and problem otyping and positioning.
5
Hand-crafted vector design for more traditional forms of marketing collateral such as: logo design, style guides, brochures, posters, business cards etc.
c research as well as ethonographic
web strategies, markup structure, d of design management - incuding
Memorial Sloan-Kettering
Al Johnson Art Inc.
GRAPHIC DESIGN
Innovation Lab Design Research
Artist’s Assistant | Installations
DESIGN RESEARCH
2009
2010
2011
INFORMATION DESIGN
Design+Management
arsons The New School For Design
pment and implementation
PROJECT MANAGEMENT
CRITICAL ANALYSIS
7 Exercise 8 Contextual Inquiry, Part I Procedure/Structure 1. Introduction and Warm-up • set up equipment, explain to user they will be wearing headphones • explain the purpose of experiment in broad detail • emphasize role as observer and learner • remind the participant to narrate what he or she is doing and no to go for deep explanations 2. Instructions What to say: "Keep your eyes closed. I am going to play you a series of sounds. Each sound you hear tell me your instant reaction. Say the first word that comes to mind...." -(the key is not to tell them exactly what reaction you are trying to get from them)
Noise Pollution Given the central role of research in all of the disciplines studied in the Design + Management curriculum at Parsons, our understanding and ability to employ relavent research methods is essential. This research report was a semester-long project designed to showcase our ability to appropriately use, apply and analyze different methods of research to address an area of research based on the identification of a question concerning New York City residents.
Process • Area of research and problem identification • Research strategy and planing • Expert interviews and research report analysis • Design and execution of our own methods, tailored specifically to target user and research question
3. Main observation period Play each sound below one at a time, allow user to vocalize reaction, write down what is said. Playlist a. Car horn b. Car siren c. Construction d. Train stop (until 27th second) e. Muffled TV (until 50th second) 4. Follow-up interview Ask them in-depth questions to clarify their reactions, understand their emotions. • Why did you say this when you heard this? • What is it that makes you feel this way? • Give specific examples. 5. Wrap-up Asking the participant about the contextual inquiry experience from his or her perspective. • Was there anything about it that made him or her anxious? • Is there anything the participant would like to do differently? • Are there things that we, as the apprentice, could do differently?
User Testing
Observation
Problem Identification
Problem Definition
Research
Brainstorming
Conception
Concept Development
Design Evaluation
Design Prototype
Research/ Brainstorming
Refinement
RE
use supply cycle design culture
REsupply helps you easily form new, sustainable habits.
REsupply
venue
REsupply supplies you with quality plastic products to help you become more sustainable. REsupply will be available at several local neighborhood venues.
REsupply’s goal is to REculture of the way people think about the reuse of food containers. REsupply is a system that seeks to change habits, influence sustainability, redesign infrastructure and promote effective recycling practices.
before RE
Once your REsupply product has come to the end of its lifecycle, it can be returned to any participating retailer, where your deposit will be returned to you. That deposit can then be used for the purchase of your next REsupply container!
after RE
REsupply products are designed with the user in mind. They are made with number 5 plastic, which is commercially recyclable, microwave proof, diswasher proof
REsupply
9 ReSupply Scientific Inquiry Market Research Legal Issues Current Trends/Tendencies
This container reuse service design was developed beginning with opportunity identification. After discussion, analysis and research an emphasis was put on rapid prototyping, evaluation and refinement of ideas to enhance the design develpment process. Problems identified with food containers (both disposable and reusable) were discussed and researched at length. Our areas of interest for develpment included practicality, durability, hygene, user-friendliness and sustainability.
Market Research
Scientific Inquiry
Health/ Hygiene
Facts
Competitive Market Analysis
Geographic Market Definition
User Groups
Material
Demographics
Industry
Competitor Analysis
Legal Issues
Current Trends/ Tendencies
Governmental Business Incentives
Lifestyle
Hygiene/ Health Regulations
Cost Analysis Design for the product line
Social Media Platforms
Their application to our marketing strategy
Trends in general
Branding/ corporate identity
Process • Research and design processes utilized in this project are illustrated in the REthink and REsearch diagrams
RE
fill use store culture
REsupply product line
RE
fill use store culture
REsupply accessories line
16 OZ
PICK UP and PURCHASE
REsupply cup heat insulator
REsupply hardbag
REsupply utensils box
RE
fill use store culture
ou RE tod a
RE
y?
dy Di
fill use store culture
Don’t forget your REsupply containers!
REsupply door sticker
Although available, use of RE containers is not required in order to eat or get food from these establishments. Disposable containers will still be available as the product is phased in, however users will incur a small fee.
When ordering food, customers will have the choice between using a disposable container, a newly purchased RE container, or a previously owned RE container the owner has sanitized him or herself.
REsupply softbag
REsupply t-shirt
Service Mapping
TOUCHPOINTS physical evidence
copies of medical records
PATIENT actions
Approved, In-Network, PPO, POS, Out-Patient
Contacts MSK and faxes records
Patient Portal registration PFS Phone Call MRN#
Slide Scans new visit appointment
insurance card
MSK bills-
1) guide to billing 2) explanation of outpatient bill 3) FAP
education materials appointment reminder
consent form AOB GOA
EOBS
medical notes
MSK bills EOBS
insurance bill
INTERFACE Asks insurance agency and MSK questions about insurance and/or looks online.
decides to schedule and requests slide scans to be sent to MSK from referring MD prior to appointment
registers by phone to give demographic information and to get MRN #
arrives for PFS office to sign documents
POA/PAS transfer call to PFS or insurance
POA / PAS calls and requests slide scans
PFS calls to obtain demographic and insurance information and creates MRN #
PFS gives documents to sign and copies ID to complete registration
goes for first MD appointment and completes all new visit paperwork
decides to stay for treatment
SA verifies ID and checks in for appointment
MD discusses plan for treatment
asks cost of treatment
goes home
calls to check and request precertification done for specific services
begins treatment
goes home
receives MSK bills and insurance EOBs, access patient portal to see or pay current balance
does not understand balance because EOB
does not match bill, and/or cannot afford pay, and/or ignores bill
patient calls PA / PFS or goes to PFS office with questions on bill and/or calls patient representative if thinks unfairly charged.
pays co-payment balance
PATIENT INTERACTION ON STAGE visible
POA / PAS starts conversation
BACK STAGE invisible
VISIBILITY
CONTACT PERSON actions
PFS tells patient they are in-network or outnetwork
POA refers to PFS for questions on cost of treatment
PBD or PA reviews charges and then calls back
POA/SA schedules future appointments
POA/PAS registers for patient portal
If requested SA/POA refers to PFS w/ questions about bill
POA/SA advises to contact insurance and/or PBD/PA
Referral Assistants or POA waits for faxes and creates record in cadence
PFS updates record in cadence w/ insurance information
POA/PAS calls after records are reviewed, schedules MD appointment, enters external MD information, requests interpreter if needed, and submits pathology/rad iology materials prior to appointment.
Records are reviewed by PAS/RN/MD
SA II enters patient information form
MD / SA completes charge ticket and submits bill to PBD
PBD recieves charge ticket and enters into IDX and send claim to insurance company.
SA scans any medical reports done outside of MSK
POA maintains copies of charge ticket for 6 months
PFS precertifies radiology/ procedures
CIC scans clinical notes and medical records
POA / SA communicates CPT code to PFS
MD sends clinical note to referring MD
Insurance pays PBD clinic
patient charges electronically uploaded on patient portal for viewing
PBD records payment
after inquiry at bill PBD / PA reviews bill may contact MD office for clarification
Compliance audits periodoically
PBD / PA writes off charges MD documents missing notes or requests reversal of charges
PA / PBD sends bill to patient
Office ? checks EMR reconcilation report to ensure MD documents all out-patient visits and follows up on missing notes
SUPPORT PROCESSES other departments, IT
INTERNAL INTERACTION MSKCC.org Insurer Website Cadence DOH website
• MSKCC.org • Cadence • Outlook
Cadence CIS
SMS Cadence Patient Portal
EMR
Cadence CIS
interoffice mail- PBD
Ancillary Systems- lab, pharmacy, radiology IDX GEphysician billing system
EMR Eclypsis
Patient Portal IDX GE SMS, Siemens
IDX GE
HIS
Service Mapping
HMO, Out-of-Network, PPO/POS, MCI
TOUCHPOINTS physical evidence
PCF Phase 0Project // Mapping MSK billscopies of medical records
insurance card MSK Website
phone call
1) guide to billing 2) explanation of outpatient bill 3) FAP
copy of disposition
green card
patient portal
EOBS
PATIENT actions
INTERFACE Asks insurance agency and MSK questions about insurance and/or looks online.
Contacts MSK and faxes records
tries to get authorization for insurance and then calls MSK with insurance information and/or faxes authorization to PCAP/PAS/ PFS
decides to schedule
complete preregistration by phone giving demographic and insurance information
gives authorization at PFS when they arrive for appointment
completes registration with PFS by signing documents, then goes for first MD appointment
decides to stay for treatment
decides to speak with PFS Post Consult
tries to get authorization fortreatment
Gets authorization or pays based on disposition, requests letter of medical necessity from MD office
calls to check and request precertification done for specific services
begins treatment
patient recieves MSK bills and insurance EDBs
patient gets monthly PBD and PA bills
does not understand balance because EOB does not match bill, and/or cannot afford pay, and/or ignores bill
applies for charity care / settlement payment and deemed eligible for FAP or pays making their balance zero
pays balance, contacts patient representative or POA/PBD with questions about charges
ineligible for FAP and recieves collection letter
patient access MSKCC financial portal to pay or see current balance
ON STAGE visible
PATIENT INTERACTION POA/PAS transfer call to PFS or insurance, if not in network, charges need authorization or pay cost referred to PCAP
POA / PAS starts conversation
PFS says they are out of network and depending on POS/HMO, they need to obtain authorization for comprehensive consult
PFS/PCAP confirms authorization for PAS for OON authorization for manage care
POA / PAS enter appointment and call on phone.
PFS calls to obtain demographic and insurance information and creates MRN #
BACK STAGE invisible
CONTACT PERSON actions
PCAP counsels and educates on insurance
VISIBILITY
PFS updates record with insurance information
Referral Assistants or POA waits for faxes and creates record in cadence Records are reviewed by PAS/RN/MD
PFS/PAS/PCA P documents conversation and counseling and emails MD office to communicate status
POA / PAS registers patient for patient portal
insurance company can fax authorization to PCAP/PAS/ PFS
POA/PAS schedules MD appointment, enters external MD information, and requests interpreter if needed
PFS gives documents to sign and copies ID to complete registration and issues green card/sheet
SA checks in for appointment and verifies ID
MD discusses plan for treatment
POA refers to PFS for questions on cost of treatment
PFS discusses cost and options in post consult
HOLD lifted by PFS
PBD or PA reviews and discusses with patient charges and then calls back
POA / PFS facilitates request of pre-certification as needed
PBD / PA communicates adjusted charges as appropriate
If requested SA/POA refers to PFS to discuss Financial Assistance
POA/SA advises to contact insurance and/or PBD/PA
PFS places MCI with date
SA collects green sheet to place with patient packet for MD to see
SA II enters PIF
SAII shows clinician green sheet
POA/SA fax disposition to PFS
MD / SA completes and submits outpatient charge-ticket or MD takes bill back to office and MD / POA completes and submits bill
PFS sends MCI email
Case management intervenes, if needed, and requests letter of medical necessity from MD office, PCAP
PBD recieves charge ticket and enters and send claim to insurance company, assigns codes for bill for 3rd party claim, sends copies of charge ticket to POA
If MCI hold lifted, PFS emails MD office
CIC scans clinical notes and medical records
Insurance pays PBD clinic
MD sends clinical note to referring MD
patient charges uploaded on patient portal for viewing
after inquiry at bill PBD / PA reviews bill - may contact MD office for clarification
PBD / PA refers case to case management
Financial assistance in process to determine eligibility for charity care
Compliance audits physical bills and dictated notes two times a year
PBD / PA writes off charges
MD documents missing notes or requests reversal of charges
PA / PBD sends bill to patient
Office ? checks EMR reconcilation report to ensure MD documents all out-patient visits and follows up on missing notes
POA maintains copies of charge ticket for 6 months
SA/POA Corrected charge ticket resubmitted to PBD
SUPPORT PROCESSES other departments, IT
INTERNAL INTERACTION • MSKCC.org • Cadence • Outlook
MSKCC.org or ASKPA Insurance Website Cadence
Cadence Outlook
Outlook Cadence
Cadence
SMS Patient Portal
SMS MCI Block Cadence
Patient Portal
Cadence EMR
Outlook
Ancillary Systems- lab, pharmacy, radiology IDX GEphysician billing system
MCCM
Patient Portal SMS PBD System
Bluemark (charity care system)
HIS
Service Mapping
PCF Phase 0Project // Mapping
Schedu;e Admissions “In Network,” Surgery
TOUCHPOINTS physical evidence
MSK website for new patients
copies of medical records
get referral from PCP
insurance card ID number
PFS preregistration phone call to patient # MRN
Patient Portal registration
sign consent AOB GOA etc.
SA verify patient ID
Patient arrives for PFS appointment
registered including signing docs
go for first appointment (MD)
patient receives discharge plan
verification of benefits
EOB uncovered balance
bills
“0” balance
patient pays balance or copay deductible or cannot- (is referred to PA/PBD)
“0” balance
PATIENT actions
INTERFACE first contact a) call b) website c) walk in medical reports faxed to MSK
patient calls back 1-has info about insurer
insurance Quest a) refer to PFS b) Insurance agent c) access resources
patient decides to schedule
preregistration by phone MRN #
patient decides to stay for treatment
patient asks cost of treatment referred to PFS
patient access online resources
patient calls to check precertification done for specific services
patient goes to pre-surgical testing
patient requests pre-certification: SA / POA / PFS facilitates as needed
POA/SA communicates to pt. surgery date/ admit date
day before admission, pt receives call on time and location
arrives to designated area
Admitting calls patient with time of admission
patients offered private rooms/teleph one
receives treatment or has surgery
CM arranges D/C plan
discharged
patient receives EOB/LTTR shows balance not covered from insurance
Home care covered or not covered CM discusses with patient
patient calls Pa or PS inquiry unit
PATIENT INTERACTION ON STAGE visible
patient speaks to POA / PAS
POA/PAS answers ?s or transfer call to PFS or insurance
PFS tells patient they are in-network or out-network
POA / PAS enter into Cadence call patient on phone
start conversation
SA / POA / PAS registers patient for patient portal (where they can review charges)
Patient arrives to PFS to register
Patient arrives to clinic appointment for inital visit
MD discusses plan for treatment with patient
Patient completes MD information form for referral info
patient receives care/ treatment procedure
CM discusses coverage with patient
patient given meds and discharge order
PBD / PA communicates adjusted charges as appropriate
MD documents op note or inpt note
CM sets up discharge planning during concurrent review
CIC scans inpt chart
charges sent to insurance/ patient
CM/NCO contacts pt for consent appeal
patient calls POA/SA/PFS/Pati ent Rep / walk-ins with question about bill
PSC unit asst verifies pt ID, procedure, and directs patient to area
BACK STAGE invisible
CONTACT PERSON actions
Patient is checked in for appointment
VISIBILITY
referal assistances waiting for faxes/ logs them in
creating a record in cadence
look for insurance information
POA / PAS schedules MD appointment
PFS record of insurance information
POA / PAS enters external referring MD
create MRN preregistration
SA II enters PIF into Cadence
POA requests interpreter through LAP
MD / SA completes / submit outpatient charge-ticket or MD takes bill back to office MD / POA completes / submits bill
PBD recieves charge and enters and send claim CIC coding for 3rd party claim copies of charge tickets sent from clinic to POA’s in office
POA’s maintains copies of charge ticket for 6 months
Corrected charge ticket resubmitted
case management contacts MD office for letter of medical necessity
PFS pre-certifies services
CIC scans clinical notes / medical records
admit lands on PFS reservation log
MD sends note to referring MD
POA/SA enters case in OpTime
PFS contact CM Of Insurance and initiates PreCertification
patient assigned bed
authorization obtained including number of approved days
smart card message entered into SMS/MCCM re: approved # of days
POA / SA communicates CPT code to PFS
PFS contacts insurance verifies POS / PPO when pre-certifying SX, RT, high cost drug
MD/office generates charge ticket/submits to PBD (maintains copy)
insurance company pays/denies charges
CIC coders generate inpt hospital charges
appeal inpatient denials in house with CM or outsource NCD
“0” balance
PBD/PA works with insurance to collect charges
CM initiates concurrent reviews every other day with insurance Appeal Process during inpt stay (concurrent) CM/Attending Physician
case info tracked in OpTime
Incomplete charge ticket rejected by PBD or charge ticket sent back to office / clinic
pharmacy charges captured by patient accounts
SUPPORT PROCESSES other departments, IT
INTERNAL INTERACTION MSKCC.org
MSKCC.org
Insurer webpage
Insurer webpage
outlook and cadence
Cadence
enter into PA (SMS) system Patient Portal
patient account created in Patient Portal
Cadence EMR
Insurance recieves claim and processes
Case management appeals system
Ancillary systems: Lab, pharmacy, radiology, pt
MCCM (case management system)
IDX GE
OR Scheduling System OpTime PA System
Insurance Carriers Issues Authorization
Case Management/ PFS System
enter pay or contacts clinical into MCCM for insurance companies
medicaid record forms database
clindoc, ESig, OpTime, Pharmacy system
Esig
D/C planning in MCCM
EMR, billinb systems
USPS
Insurance recieves claim and processes
CM/PA system
patient portal sirius system
Ancillary systems: Lab, pharmacy, radiology, pt IDX GE Case management appeals system
MCCM (case management system)
PCF Phase 0Project // Mapping
Initial map iterations
PCF blueprint Day of first consult physical evidence
TOUCHPOINTS PATIENT
Arrives 30 minutes before consult and checks in at registration
PFS contacts patient. Obtains insurance information
actions
AOB GOA green identification card, MCI Memo for physician
Patient’s physical ID, insurance information
Goes to waiting area and is seen by next available financial interviewer
Treatment
consult
registration
pre-registration Patient’s SSN, personal information and insurance provider
Meets with financial interviewer.
Medical records MCI memo
DIsposition form EOB
Patient goes to consult physician for first appointment
Patient decides to continue treatment at MSK
Schedules appointment for further treatment
Patient goes home
Verifies pre-certification for specific services with insurance
Patient begins treatment with MSK
Physicians Bill Hospital bill EOB
Receives Hospital bill, Physicians bill and insurance EOB
11 Pays co-payment if applicable
INTERACTION
actions
ON STAGE
PFS contacts patient. Obtains personal and insurance information
Identifies whether paitent falls into MCI category based on insurance info
Communicates patient’s financial responsibility and what is needed for initial visit including $550 payment
Registration checks in patient, obtains I.D. and insurance info
Financial interviewer reviews forms and contracts, obtainpatient signatures
Clincal SA gets patient’s medical records and MCI memo. Begins consult
POA/SA schedules future appointments for tests or treatment
For MCI patients please see additional diagram
Informs patient they must return after appt. for post consult
if yes
Dr. meets with patient. Discusses further treatment courses of action
VISIBILITY
BACK STAGE
Enters information into cadence
SA scans any medical reports done outside of MSK
MD / SA completes charge ticket and submits bill to PBD
Doctor gets patients file and receives MCI memo
Clincal SA faxes disposition form completed by physician to PFS
Clinical SA gives doctor MCI memo
PFS receives disposition form. Prepares for post-consult appointment
POA refers to PFS for questions on cost of treatment
PFS pre-certifies radiology/ procedures
PA/PBD sends bill to patient
POA / SA communicates CPT code to PFS
Patient information uploaded for viewing on patient portal
other departments, IT
SUPPORT PROCESSES
INTERNAL INTERACTION
Cadence CIS
Insurance company pays MSK
Memorial Sloan-Kettering As an intern in the Strategic Plannning and Innovation Lab at SloanKettering I was involved in a number of different projects but my primary focus was dealing with patient-centered-finances. The hospital wanted to improve the billing process both in the hospital and for patients. The systhem is incredibly complex, so I focused on visualizng complexity through a service blueprint.
Process • interviewing patients and managing focus groups • shadowing employees for observational research • collection and analysis of data from brainstorms
Stages of Service Design-Opportunities for Engaging the User Alan Gordon I’m 45 and at Memorial Sloan-Kettering to visit my mom. I come into the gift shop with my wife Heather. I know all I want is coffee and a newspaper so I head straight there and pay immediately at the main counter. My wife Heather drifts over to the cards and decides to pick up a balloon and some flowers. She asked for advice but I really didn’t have an opinion.
Understand
Involve
Identify
Show
Implement
Daniel Ashcroft My name is Daniel and I’m 11. I came from Oregon to MSK with my family to get treatment for my leukemia. I get bored sometimes so my pediatric nurse takes me over to the gift store. I don’t really buy anything, I like to look at some of the toys. It’s hard though because I can’t go everywhere I want with my wheelchair. My parents are here getting food in the cafeteria.
Observation Interviews Shadowing Identify Touchpoints
Data Analysis Design Activities • mindmapping • storyboarding • storytelling • creative play
Target Areas of Interest Identify Insights Personas Prototyping
Mapping Visualization Blueprint Evaluation
Implementation Delivery
Liz Duncan I’m 51 and have been working at MSK for years as an administrator. I come to the gift shop a lot during my breaks. I like to try out the lotions for fun. I expect them to keep my favorite brand of panty hose in stock in case I need them. Sometimes I’ll grab a latte, and today my son made me promise to pick him up some silly bands.
13
Visual Autobiography This diagram was created during my second semester at Parsons when I was beginning to learn about infographics. I became completely enamored with the idea, and this piece just sort of emerged from my interest and doodling. Noupe.com named one of my journal diagrams in their article “Stunning Infographics and Data Visualization. http://www.noupe.com/inspiration/stunninginfographics-and-data-visualization.html