Mission Control
a centralized interface for addressing patient needs.

OVERVIEW
CLIENT
Aiva Health
MY ROLES
Research + Strategy
Lead UX/UI Designer
DELIVERABLES
Web App
Mobile Companion
TOOLS
Figma
Aiva Health is a voice-operating healthcare assistant for patient care that uses natural language to interact with health records, trigger workflows, control smart rooms, and access education, menus and events.
As the company grew, there was an increasing need to develop a centralized interface, Mission Control, where caregivers can access and manage these features to allow streamlined communication and care for patients.
I was brought on to lead the process of designing a customer-facing product and maintaining a design system to allow for new features beyond initial launch. In addition to a desktop dashboard, I extended the product to a mobile companion application that allowed caregivers to access more immediate and on-the-go features – including patient requests, IoT device controls, and access to a HIPAA-compliant conversational AI, Aiva Assistant.

PROCESS
To define the scope of Mission Control, I analyzed two existing products Aiva had launched:
Aiva Admin, a tool used by the company's internal engineers for managing content, and CareTeam, a mobile app for caregivers to respond to patient requests.
We then discussed where and who would use Mission Control which consisted of caregivers within hospitals and senior living facilities as well as surface level usage from patients. I worked with the team to synthesize customers into four main user groups based on their priorities.
The challenge was to combine multiple content systems and task management into one platform that would address the motivations of our audience.
Who are we designing for?

Aiva Mission Control was in a position where there wasn't a direct competitive market product to reference. But when I broke apart each user persona's priorities, I was able to create high-level feature categories to bucket existing product solutions. This made it easier for me to identify existing products that did things such as task management, IoT control, or campaign engagement really well. Within these products, I could evaluate patterns that would help me create a more intuitive design when incorporating these features into one platform.
Defining product goals

With a product that needed to accomplish multiple tasks for multiple types of users creating good navigation was key for success.
Evaluating internal and external products reinforced my thinking that Aiva's current products had a redundant and inefficient navigation flow. Patients and their connected content are tied to a location and the current model requires users to specify the location before every performable action making it repetitive.
While creating wireframes, I proposed a 'location first' navigation system so actions being made to a patient's calendars, devices, contacts, etc. were all nested within the location they are in.
This was received very well and cut the time users spent navigating to what they needed to significantly.
Simplifying steps

Key things I learned:
1. MVP MVP MVP!
More so within a startup, creating a Minimum Viable Product was crucial to not only get the project up and running but also to be able to acquire early feedback and make fast changes as needed. We had the luxury to do so, so it was important to take advantage of it.
2. Finding patterns.
Mission Control is fairly unique in what it includes as a whole, but when you pick apart the features, there are a multitude of products on the market that do that one thing really well. So it was important to analyze and synthesize adjacent products to make sense of ambiguity.
3. Constantly make user/task flows.
Simple enough, but I found this incredibly helpful to just keep myself grounded and on top of what steps I needed to include for a larger project as well as where I could make it go smoother for any point within the product. It was important to keep going back to reference and make edits.
The ability to quickly address patient requests is a critical feature to Aiva Health. Regardless of wherever they may be within the product, having immediate access to current requests had to be a vital part of Mission Control.
Similar to website chatbots, patient requests as an overlay allowed a quick response without disrupting the user flow.
Respond to patient requests quickly and efficiently

KEY DESIGN OUTCOMES
Mission Control supports a multitude of actions and in doing so, every user must understand how to navigate the product to find what they need efficiently.
Patients are tied to location so it made sense to –
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Go to Locations
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Find the location of choice
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Choose your focus for that location
Navigation follows the mental model

Campaigns are the main mode of engagement with patients. Here, users create personalized in-room digital signage solutions across fleet-managed smart displays. They should be able to schedule and automate custom campaigns about events, activities, meals, and other facility information.
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To make the process more efficient, I created templates for commonly used steps like making changes to an IoT device or creating a personalized card for a patient's smart display.
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I also came up with a visual way to represent a timeline that differentiates a scheduled step (specific time) versus a relative step (dependent on the previous step) so users can understand the flow at a glance.
Simplify campaigns for patients

ERICA'S DIGEST
Because we were building this platform from the ground up, I had the exciting opportunity to begin creating some basic design system principles and a library of components as we grew. I worked closely with the engineers on our team to provide enough documentation for them to implement the design. This library is ongoing but has so far proven to be robust and able to enable me or another designer to hop on and create within a unified system whenever we're ready to implement a new feature.
Creating a design library
