There was a hospital Grand Rapid, MI using Tray Monitor. A patient at that hospital ordered a routine meal. He had no allergies, restrictions, or surgeries coming up and the man was hangry. In between the time he ordered and received his tray with food a lot had happened. In that short time frame, the Doctor had paid him a visit and determined for the patient's own safety, he should be administered an all-liquid diet. The system was updated to reflect the diet change, but the person who monitors incoming alerts was off that day and no one caught the alert. The tray of solid food made its way to the patient. He ate his meal and choked. Thankfully, staff was available to perform emergency CPR. The patient survived but it shed light on a huge problem with Tray Monitor.
As Tray Monitor looks like it hasn't been updated since 2001 nor touched by a designer, the company wanted to create a more effective tray tracking software. Enter Tray Logistics. Tray Logistics (TL) is a complete overhaul of Tray Monitor including all the same functions and more. On top of track tracking, pick up, and intake monitoring, Tray Logistics offers Smart Batching, live alerts, patient wristband scanning verification, and much more.
TLDR; Tray Logistics was my first taste of service design and the most challenging product I've worked on to date. Tray Logistics (TL) pulls data from 3 other Cbord apps: Room Service Choice for room service calls, Cbord Patient for app orders, and NetMenu for settings. TL was supposed to be a beefed up version of an older product, Tray Monitor, but due to time constraints the MVP made it a makeover of the existing Tray Monitor. With the prior experienced team gone, we had a new team and lots of challenges along the way. Jumping in around after the 1st iteration usability testing, we went in a different design direction and it's way sexier now.
Tray Logistics is Tray Monitor's replacement with a Smart Batch feature. Smart Batching is the system automatically grouping trays into slots on carts based on time and where the destination is in the hospital. The system tells the kitchen staff where to place a tray to minimize accidentally giving a patient the wrong tray. Tray Logistics is a tray monitoring tool that allows the tracking of a tray in its lifecycle going from kitchen to patient and from patient to dish room. It increases delivery efficiency though tasks and timer feature. The app provides visibility for staff who need to know the status of the tray and how much the patient has eaten. With patient health and safety as the priority, Tray Logistics helps hospital staff by taking the confusing organization and thinking out of the job.
Checkpoints - Location in the tray lifecycle
Runner/Deliverer/Courrier - Kitchen staff that runs trays and carts to patients or Nursing Stations
Expeditor - Kitchen staff responsible for making sure trays have the correct food, place in a slot on a cart, and assign a runner to deliver the cart
Units/Nursing Station - Area on a hospital floor where nurses work and deliverers drop off trays
PHI - Protected Health Information
HIPAA - Health Insurance Portability and Accountability Act protects sensitive patient health information from being disclosed without the patient's consent or knowledge
Jumping into a product at the testing phase allowed for a lot to discover!
To meet a tight deadline, we had to scrap the incredible ideas and technology that would make Tray Logistics second to no competitor. We shifted our focus to more achievable, existing features rather than new, intensive ones.
We considered current users of Tray Monitor and how they would adjust to the Tray Logistics update. All the capabilities of Tray Monitor are present, but grouped into navigation tabs used by a specific user. We wanted to streamline the process.
The Tray card component has all of the same features and more. We spruced up the UI so it would be more in line with our branding, added labels to the times, used accessible typography and color combinations. The result is much cleaner and understandable.
Tray Monitor had a lot of similar menu options. When we Venn diagramed the features, we were able to merge a few of the navigation items together. The IA proved it was not necessary to have the same navigation points. In the picture, the colored boxes indicate merges.
Since the initial timeline was so short, Devs wanted to reuse as much code as possible. Some functionality remains the same but with a UI update.
The Unit Details page is essential for Nurses to get an overview of what is happening in their area of the hospital. The table remains similar with the same information. Nurses can sort by room, ticket number, meal, delivery status, time printed, checkpoints, alerts, and in TL protocols. Nurses don't have time to learn a brand new software so we wanted to keep TL as close as possible to Tray Monitor. Some updates to the UI include:
As Tray Logistics Version 1.0 is still in development, I am looking ahead to version 2. Originally, TL was supposed to have game changing features like Smart Batching and GPS tracking. That got scrapped so we could make a tight deadline. Version 2 will have more bells and whistles including a live map, messaging, task management, and reports. It will be twice as challenging and twice as big.