imaging service portal

RadPortal to Imaging Service Portal timeline

Over 2 years, my development team relaunched the portal and released 2 key features from user research insights: Ask a Radiologist and Onboarding.

1. February — October 2022: Expanded and rebranded RadPortal to Imaging Service Portal

2. January — March 2023: Built Ask a Radiologist, a tool to facilitate urgent radiology consults

3. June 2023 — March 2024: Developed Onboarding “Get Started” feature for schedulers and managers new to Mass General Brigham Radiology

Feb—Oct 2022: RadPortal Expands into Imaging Service Portal

My role:

• Created and sent user surveys to RadPortal ‘super users’

• Conducted user interviews based on survey responses with screen observation

• Collected key insights and developed user personas and journeys

• Collaborated cross-functionally with developers to bridge technical gaps with the ServiceNow platform

• Led design thinking ‘lunch & learns’ to shift our process from waterfall to agile

• Facilitated two brainstorming workshops using a prioritization matrix and sketching

Who are our users?

Using Salesforce data, we identified the following RadPortal users from 2021-2022.

• Ordering providers: 40.7%

• Support staff/practice managers: 32.4%

• Clinical staff: 10.0%

• Administrative Leadership: 6.1%

User testing impacts

• Identified top 3 features users wanted as 1-click icons: contact operations, location information, and radiologist consults

• Reduced repetition in site navigation for greater efficiency and less clicks

• Implemented better search optimization tools and more accurate content tagging

• Harmonized content to address consistency standards across 14 hospitals

• Built a stronger community of users through outreach and follow-up conversations

• Sourced more content needs from users to put into production, i.e. tip sheets for ordering

User Personas

After speaking with users, we developed 4 personas according to user role-groups: doctors, nurses/medical assistants, schedulers, and administrative staff.

User Journey for providers

Prioritization Matrix Team Workshop

Using user personas and journeys, I planned and facilitated a team workshop where we prioritized new and existing content for the portal based off of the value to the user and the feasibility of generating new content in time for our launch. We aimed our content development for high value and high feasibility.

After the workshop, we identified opportunities in content customization by specialty and exploring ways we could link the portal to other tools and platforms that users toggle between, such as EPIC, our system-wide electronic health record system. We launched IMG Portal with these features.

January—March 2023: Building Ask a Radiologist

Ask a Radiologist is a tool which allows providers to directly connect to radiologists for consultation. After selecting hospital location and subspecialty, providers find the contact information to the radiologist they need. Ask a Radiologist also supports providers requesting urgent reads for emergency situations requiring further imaging clarification. Finding the right phone number, especially as they can change depending on the day and time, was a major pain point for providers in need of radiologist guidance. This tool reduces administrative burden and increases efficiencies for better patient care.

June 2023—March 2024: Developing Onboarding Feature

One of the strategic outcomes from previous rounds of user interviews was a request for onboarding content. Managers wanted more content on empowering and educating new colleagues to Mass General Brigham and Radiology. We spoke to new schedulers and managers across different hospitals and asked what they wished they knew when they started.

June—Oct 2023: Discovery

My Role:

• Targeted new schedulers and providers (< 1 year into their roles) and managers

• Conducted user interviews to gather information about how managers train new employees and challenges new employees face

• Led '“How Might We?” brainstorming exercise with across two teams

Findings from user interviews:

• New employees develop their own go-to contacts and use "cheat sheets" for ordering tips shared by colleagues

• No clear source of truth across 14 hospitals for radiology resources, which creates administrative burden on fellow colleagues to field questions

• Not enough time or resources to train specifically to radiology

• Highlighted knowledge gaps across new users: informed our understanding on how people search for radiology contacts and resources

onboarding strategy

Feb—March 2024: Usability Testing

My Role:

• Reconnnected with the same users interviewed during discovery phase

• Presented proposed onboarding structure and observed their reactions to content, taxonomy, and labels

• Presented insights to our teams and stakeholders

• Facilitated Content Strategy Workshop to apply user feedback

Outcomes:

• Organized taxonomy by role group to support specific content needs

• Learned most important resources for each group

• Revealed gaps between our assumptions and their expectations and adjusted labels accordingly

• Further iterated on taxonomy with more targeted content

• Created content to be scannable, summarized, and easily shared from managers to staff

Content strategy workshop

I led and facilitated a workshop across two teams, focused on organizing the taxonomy for our onboarding content. We reduced repetitive articles and tip sheets and prioritized the most helpful content as users indicated in interviews.

2024 Year-End results from Launching the onboarding Feature

Since launching our Onboarding, now “Get Started” feature on IMG Portal, we receive on average 360 new users every month with 70% of them becoming returning users. Now, IMG Portal has over 1,100 active monthly users. At the end of 2024, we hit a milestone of reaching 3,500 new users. Our bounce rate (percentage of visitors who leave after visiting one page) decreased by nearly 20% from the previous year.