“I want to know how well we do, but it’s hard.”

From an Anesthesiologist - 2024

HOW IT STARTS

We began receiving more feedback indicating that users are uncertain about how to get started.

And as our customer base grew, we didn't see a corresponding increase in WAU on the platform.

Customer Base

Weekly Active Users

The D30 retention rate is also decreasing...

-58.2%

DIVE DEEPER

So why WAU didn’t increase as expected?

Data shows a significant early drop-off, with 90% of users never creating a board or chart.

Day 1 User Flow

Log in

Add a Board/Chart

Edit Boards/Charts

Reopen Boards/Charts

Others

Drop-off

Drop-off

Others

Drop-off

Others

Interviews show the steep learning curve hinders quick insights.

But why active users keep coming back?

Key factor: a board created by our consulting team.

Have at least 1 dashboard created in consultation with the medical impact team.

Accessing data to monitor a process and report relevant quality metrics.

41%

23%

Have data analysis skills and familiarity with data analytics.

15%

Therefore, we believe users need an easy way to access meaningful data insights without a steep learning curve from the start.

user flow

Based on the identified issues, I designed a new onboarding flow and presented it to stakeholders.

Login with hospital email

Home screen

Detect user’s role & department

Model prompts the user with relevant topics

Popular boards

Dashboards

Charts

Dashboards

Charts

Boards Library

Contact customer service team

First time login?

Home screen

Yes

If failed

No

I added this action here because some customers failed at this step without a way to report the issue.

Recommend popular boards based on users’ department and interests to help them get started quickly.

Boards Library

Sync design

To ensure the idea was feasible, I also spoke with the clinical team and devs to gather their input.

Clinical Team

Q: Can we create official starter boards to share with all customers, designed around common interests?

A: Yes, but we can only use metrics that are shared across all customers. It would also make more sense to organize them by topic.

Engineering Team

Q: Can we automatically detect a user’s role and department at login and suggest relevant topics based on that?

A: No, we can't reliably detect the user's role and department at login without their input.

Solutions

Understand Users Interests

Before

We found users didn’t click “Set Up Profile” during onboarding because they didn’t understand its purpose or how long it would take.

After

The 2-step onboarding helps users set up their profile quickly and enables us to tailor content to their needs.

Welcome to AdaptX!

NEXT

Please confirm your role.

Anesthesiologist

And your department.

Anesthesiology and Perioperative Medicine

1/2

Reflecting discussions with the dev team, I added a step to get user confirmation.

Let’s Personalize Your Content

done

Effective Pain Control

Anesthesia Prep Time

Department Operation

Surgery Time

Drug Use

Postoperative Pain Management

Monitoring and Recovery

Clinical Outcomes

Post-Discharge

Others

Select the following topics that interest you.

2/2

back

Recommend Popular Boards

Before

New users land on a blank home screen with multiple "Create" buttons, but they don’t yet understand what they’re supposed to create.

After

Add a “Popular Boards” section at the top to help new users quickly explore curated boards tailored to their interests.

Create one or duplicate any popular board to become yours.

Boards

Charts

No Assessment yet. Let’s create one!

Need help? Contact help@adaptx.com

Nav Tab

Nav Tab

Nav Tab

CREATE

3

Home

CREATE BOARD

Explore and Get Started

Click any board above to discover what AdaptX can do for you and see what's trending in your department.

Got it

Engagement via Favorites

Before

The user flow buries and renames 'Subscribe' as 'Watch This Board,' making it hard to find or understand—especially for new users.

Email subscription conversion rate

<2%

Home screen

Control board screen

Dropdown menu

Click a board

“Watch this Board”

Click the “More” icon

After

Surface the subscribe button and prompt the feature to new users who spend time on the board or return to it frequently.

5/1/2024

5/8/2024

5/15/2024

5/22/2024

30

40

50

60

70

80

90

Minutes

Mean: 58.4

Cohort 1

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

Mean: 58.4

5/2/2024

5/6/2024

5/10/2024

5/14/2024

5/18/2024

5/22/2024

Cohort 1

30

40

50

60

70

80

90

Minutes

Mean: 58.4

5/2/2024

5/5/2024

5/8/2024

5/11/2024

5/14/2024

5/17/2024

5/20/2024

5/23/2024

Cohort 1

30

40

50

60

70

80

90

5/1/2024

5/10/2024

5/16/2024

5/4/2024

5/13/2024

5/7/2024

5/19/2024

5/22/2024

Minutes

Mean: 58.4

Cohort 1

198

182

171

157

156

201

149

275

149

197

121

246

96

54

96

54

C-Section

Cholecystectomy Laparoscopic

Appendectomy Laparoscopic

D&C Suction

Hysterectomy Abdominal Lap c/Robotics

Gastric Sleeve Laparoscopic

Laparoscopy Diagnostics

Procedure Name

Cohort 2

Cohort 1

Procedure Name

Value

30

40

50

60

70

80

90

5/1/2024

5/7/2024

5/5/2024

5/11/2024

5/3/2024

5/9/2024

5/13/2024

5/15/2024

5/17/2024

5/19/2024

5/21/2024

5/23/2024

Minutes

Mean: 58.4

Cohort 1

Control Boards

Tab Name

Tab Name

CREATE

3

Improving PACU Throughput: A Data Perspective

View Only

Favorite for Timely Insights

Favorite this board for email alerts on key metric changes and easy access later.

Got it

I also surfaced 2 high-traffic buttons based on Service team input and click data.

Challenges

We need to create official starter boards for new customers if no popular boards are available yet.

However, should we grant default edit permissions for these boards to individual users?

Starter Board

(Users own)

Edit Board

Share with department (if wished)

Start editing easily

Not ideal for version control

Starter Board

(AdaptX own)

Users change anything

Duplicate Board

Notice users “duplicate to edit”

A New Board Created

(Users own)

Beneficial for version control, fits persona

Extra steps before editing

Based on our persona and goals, we decided to:

  1. prioritize version control by offering 'view-only' access to starter boards.
  2. as I proposed, need a way to guide users to duplicate boards easily when needed.

Before

Access level not visible

Viewers aren’t prevented from editing but see an error afterward saying “changes won’t be saved”.

After

Clearly show the access level

Capacity Project Starting 6/1/2024

View Only

Request to edit

Viewers can easily tell if a board is view-only or they can request edit access.

Before

Can only duplicate via the “More” menu

It’s unclear to users why duplication is needed or where to find it.

After

Quickly duplicate to enable board editing

Want to Edit the Board?

You can click “Request to Edit” to ask for collaboration access, or duplicate this board to create your own.

duplicate board

request to edit

When edit intent is detected, users will see a notice with shortcut actions available.

RESULTS

We met and surpassed our goals to reduce drop-off and boost retention.

73%

in Weekly Active Users

54%

in Monthly Active Users

68%

in first day drop-off rate

Additionally, more users enabled email notification, with 80% clicking through to return.

[Step 1] Sign up for notifications.

[Step 2] Tap the notification to return to the platform.

Before

Now

71%

80%

19%

43%

Interviews showed users found helpful data faster and engaged in more frequent internal discussions.

NEXT STEPs

However, we found that many users who duplicated the board still struggled with editing it.

Next, I recommend to streamline the editing flow and adding an AI assistant for chart building.

Check out more projects

Healthcare Benchmarking Tool That Raised Renewals

Designed a intuitive system that drove 70% contract renewals and converted 66% of hesitant clients.

View More →

Making City Exploration Inclusive for Blind Users

Won top prize “People’s Choice” at HCDE Open House for an exploration app designed for low-vision users.

View More →

Boosting User Retention and Revenue for a Game

Defined product strategy alongside the PM, resulting in a 113% growth in ARPDAU and a 28% in D1 retention

View More →

“I want to know how well we do, but it’s hard.”

From an Anesthesiologist - 2024

HOW IT STARTS

We began receiving more feedback indicating that users are uncertain about how to get started.

As our customer base grew, our team began receiving more emails and feedback from users, indicating that they were struggling to use the platform to find answers to their questions.

And as our customer base grew, we didn't see a corresponding increase in WAU on the platform.

We need to dive deeper into the problem and identify the obstacles preventing users from achieving their goals with our product.

Customer Base

Weekly Active Users

The D30 retention rate is also decreasing...

-58.2%

DIVE DEEPER

So why WAU didn’t increase as expected?

To understand the reasoning behind the behavior, I gathered quantitative data from Datadog charts and qualitative insights through user interviews and site observations.

Data shows a significant early drop-off, with 90% of users never creating a board or chart.

Many users struggle to create even a basic chart initially, and those who manage to create one still face challenges in building the right charts to answer their questions.

Day 1 User Flow

Log in

Add a Board/Chart

Edit Boards/Charts

Reopen Boards/Charts

Others

Drop-off

Drop-off

Others

Drop-off

Others

User interviews show the steep learning curve hinders quick insights.

Users often launch the platform with a gut feeling, but the steep learning curve prevents them from quickly gaining valuable insights, leading them to lose interest and not return.

But why some active users keep coming back?

 

Key factor: a board created by our consulting team.

Users with the following characteristics tend to use our platform frequently and stay engaged for a long time.

Have at least 1 dashboard created in consultation with the medical impact team.

Accessing data to monitor a process and report relevant quality metrics.

41%

23%

Have data analysis skills and familiarity with data analytics.

15%

Therefore, we believe users need an easy way to access meaningful data insights without a steep learning curve from the start.

SET GOAL

Business goals:

  1. Increase Weekly Active Users (WAU).
  2. Decrease D1 drop-off rate.
  3. Increase retention rates.

Design goals:

  1. Deliver valuable insights quickly with minimal learning required.
  2. Make the subscription option visible to encourage user return.
  3. Offer clear guidance to help users make progress confidently.

user flow

Based on the identified issues, I designed a new onboarding flow and presented it to stakeholders.

The original onboarding screen was just a welcome message, offering little value. I aimed to quickly surface meaningful insights without requiring users to take dozens of actions first.

Login with hospital email

Home screen

Detect user’s role & department

Model prompts the user with relevant topics

Popular boards

Dashboards

Charts

Dashboards

Charts

Boards Library

Contact customer service team

First time login?

Home screen

Yes

If failed

No

I added this action here because some customers failed at this step without a way to report the issue.

Recommend popular boards based on users’ department and interests to help them get started quickly.

Boards Library

Sync design

To ensure the idea was feasible, I also spoke with the clinical team and devs to gather their input.

We received stakeholder approval, but I needed to ensure alignment with the clinical team and developers, especially to confirm the technical feasibility of certain details.

Clinical Team

Q: Can we create official starter boards to share with all customers, designed around common interests?

A: Yes, but we can only use metrics that are shared across all customers. It would also make more sense to organize them by topic.

Engineering Team

Q: Can we automatically detect a user’s role and department at login and suggest relevant topics based on that?

A: No, we can't reliably detect the user's role and department at login without their input.

Solutions

Understand Users Interests

Before

We found users didn’t click “Set Up Profile” during onboarding because they didn’t understand its purpose or how long it would take.

After

The 2-step onboarding helps users set up their profile quickly and enables us to tailor content to their needs.

Welcome to AdaptX!

NEXT

Please confirm your role.

Anesthesiologist

And your department.

Anesthesiology and Perioperative Medicine

1/2

Reflecting discussions with the dev team, I added a step to get user confirmation.

Let’s Personalize Your Content

done

Effective Pain Control

Anesthesia Prep Time

Department Operation

Surgery Time

Drug Use

Postoperative Pain Management

Monitoring and Recovery

Clinical Outcomes

Post-Discharge

Others

Select the following topics that interest you.

2/2

back

Recommend Popular Boards

Before

New users land on a blank home screen with multiple "Create" buttons, but they don’t yet understand what they’re supposed to create.

After

Add a “Popular Boards” section at the top to help new users quickly explore curated boards tailored to their interests.

Create one or duplicate any popular board to become yours.

Boards

Charts

No Assessment yet. Let’s create one!

Need help? Contact help@adaptx.com

Nav Tab

Nav Tab

Nav Tab

CREATE

3

Home

Explore and Get Started

Click any board above to discover what AdaptX can do for you and see what's trending in your department.

Got it

Engagement via Favorites

Before

The user flow buries and renames 'Subscribe' as 'Watch This Board,' making it hard to find or understand—especially for new users.

Email subscription conversion rate

<2%

Home screen

Control board screen

Dropdown menu

Click a board

“Watch this Board”

Click the “More” icon

After

Surface the subscribe button and prompt the feature to new users who spend time on the board or return to it frequently.

5/1/2024

5/8/2024

5/15/2024

5/22/2024

30

40

50

60

70

80

90

Minutes

Mean: 58.4

Cohort 1

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

Mean: 58.4

5/2/2024

5/6/2024

5/10/2024

5/14/2024

5/18/2024

5/22/2024

Cohort 1

30

40

50

60

70

80

90

Minutes

Mean: 58.4

5/2/2024

5/5/2024

5/8/2024

5/11/2024

5/14/2024

5/17/2024

5/20/2024

5/23/2024

Cohort 1

30

40

50

60

70

80

90

5/1/2024

5/10/2024

5/16/2024

5/4/2024

5/13/2024

5/7/2024

5/19/2024

5/22/2024

Minutes

Mean: 58.4

Cohort 1

198

182

171

157

156

201

149

275

149

197

121

246

96

54

96

54

C-Section

Cholecystectomy Laparoscopic

Appendectomy Laparoscopic

D&C Suction

Hysterectomy Abdominal Lap c/Robotics

Gastric Sleeve Laparoscopic

Laparoscopy Diagnostics

Procedure Name

Cohort 2

Cohort 1

Procedure Name

Value

30

40

50

60

70

80

90

5/1/2024

5/7/2024

5/5/2024

5/11/2024

5/3/2024

5/9/2024

5/13/2024

5/15/2024

5/17/2024

5/19/2024

5/21/2024

5/23/2024

Minutes

Mean: 58.4

Cohort 1

Control Boards

Tab Name

Tab Name

CREATE

3

Improving PACU Throughput: A Data Perspective

View Only

Favorite for Timely Insights

Favorite this board for email alerts on key metric changes and easy access later.

Got it

I also surfaced 2 high-traffic buttons based on Service team input and click data.

Challenges

We need to create official starter boards for new customers if no popular boards are available yet.

For newly onboarded customers who have just signed the contract with us and don’t yet have popular user-favorited boards, we’ll provide AdaptX Admin–created starter boards as a starting point.

However, should we grant default edit permissions for these boards to individual users?

The question of whether to guide and empower users to edit and customize their own dashboards has been discussed for weeks, but it's difficult to settle on a decision. Both ways have benefits to users.

Starter Board

(Users own)

Edit Board

Share with department (if wished)

Start editing easily

Not ideal for version control

Starter Board

(AdaptX own)

Users change anything

Duplicate Board

Notice users “duplicate to edit”

A New Board Created

(Users own)

Beneficial for version control, fits persona

Extra steps before editing

Based on our persona and goals, we decided to:

  1. prioritize version control by offering 'view-only' access to starter boards.
  2. as I proposed, need a way to guide users to duplicate boards easily when needed.

Before

Access level not visible

Viewers aren’t prevented from editing but see an error afterward saying “changes won’t be saved”.

After

Clearly show the access level

Capacity Project Starting 6/1/2024

View Only

Request to edit

Viewers can easily tell if a board is view-only or they can request edit access.

Before

Can only duplicate via the “More” menu

It’s unclear to users why duplication is needed or where to find it.

After

Quickly duplicate to enable board editing

Want to Edit the Board?

You can click “Request to Edit” to ask for collaboration access, or duplicate this board to create your own.

duplicate board

request to edit

When edit intent is detected, users will see a notice with shortcut actions available.

RESULTS

We met and surpassed our goals to reduce drop-off and boost retention.

Users began seeing meaningful data upon logging in, which encouraged them to explore the platform’s full potential.

73%

in Weekly Active Users

54%

in Monthly Active Users

68%

in first day drop-off rate

Additionally, more users enabled email notification, with 80% clicking through to return.

As discussion and collaboration around the same boards grows, more users are opting into notifications and returning to stay updated on version changes.

[Step 1] Sign up for notifications.

[Step 2] Tap the notification to return to the platform.

Before

Now

71%

80%

19%

43%

Interviews showed users found helpful data faster and engaged in more frequent internal discussions.

When users log in to the same board, it encourages more frequent discussions, helping spread the word and prompting deeper engagement with the platform.

NEXT STEPs

However, we found that many users who duplicated the board still struggled with editing it.

We’ve addressed the issue of users not understanding the platform’s values and capabilities, but for those looking to take the next step, our current flows remain confusing.

Next, I recommend to streamline the editing flow and adding an AI assistant for chart building.

Many users forget their original questions while trying hard to create a chart. An AI assistant could provide a helpful starting point and gradually guide them to become power users.

Check out more projects

Healthcare Benchmarking Tool That Raised Renewals

Designed a intuitive system that drove 70% of users with this feature renewed contracts, and 66% of hesitant clients were converted.

View More →

Making City Exploration Inclusive for Blind Users

Won the top prize “People’s Choice” at HCDE Open House for an exploration app designed for low-vision users.

View More →

Boosting User Retention and Revenue for a Game

Defined product strategy alongside the PM, resulting in a 113% growth in ARPDAU and a 28% in D1 retention

View More →

“I want to know how well we do, but it’s hard.”

From an Anesthesiologist - 2024

HOW IT STARTS

We began receiving more feedback indicating that users are uncertain about how to get started.

As our customer base grew, our team began receiving more emails and feedback from users, indicating that they were struggling to use the platform to find answers to their questions.

And as our customer base grew, we didn't see a corresponding increase in WAU on the platform.

We need to dive deeper into the problem and identify the obstacles preventing users from achieving their goals with our product.

Customer Base

Weekly Active Users

The D30 retention rate is also decreasing...

-58.2%

DIVE DEEPER

So why WAU didn’t increase as expected?

To understand the reasoning behind the behavior, I gathered quantitative data from Datadog charts and qualitative insights through user interviews and site observations.

Data shows a significant early drop-off, with 90% of users never creating a board or chart.

Many users struggle to create even a basic chart initially, and those who manage to create one still face challenges in building the right charts to answer their questions.

Day 1 User Flow

Log in

Add a Board/Chart

Edit Boards/Charts

Reopen Boards/Charts

Others

Drop-off

Drop-off

Others

Drop-off

Others

User interviews show the steep learning curve hinders quick insights.

Users often launch the platform with a gut feeling, but the steep learning curve prevents them from quickly gaining valuable insights, leading them to lose interest and not return.

But why some active users keep coming back?

 

Key factor: a board created by our consulting team.

Users with the following characteristics tend to use our platform frequently and stay engaged for a long time.

Have at least 1 dashboard created in consultation with the medical impact team.

Accessing data to monitor a process and report relevant quality metrics.

41%

23%

Have data analysis skills and familiarity with data analytics.

15%

Therefore, we believe users need an easy way to access meaningful data insights without a steep learning curve from the start.

SET GOAL

Business goals:

  1. Increase Weekly Active Users (WAU).
  2. Decrease D1 drop-off rate.
  3. Increase retention rates.

Design goals:

  1. Deliver valuable insights quickly with minimal learning required.
  2. Make the subscription option visible to encourage user return.
  3. Offer clear guidance to help users make progress confidently.

user flow

Based on the identified issues, I designed a new onboarding flow and presented it to stakeholders.

The original onboarding screen was just a welcome message, offering little value. I aimed to quickly surface meaningful insights without requiring users to take dozens of actions first.

Login with hospital email

Home screen

Detect user’s role & department

Model prompts the user with relevant topics

Popular boards

Dashboards

Charts

Dashboards

Charts

Boards Library

Contact customer service team

First time login?

Home screen

Yes

If failed

No

I added this action here because some customers failed at this step without a way to report the issue.

Recommend popular boards based on users’ department and interests to help them get started quickly.

Boards Library

Sync design

To ensure the idea was feasible, I also spoke with the clinical team and devs to gather their input.

We received stakeholder approval, but I needed to ensure alignment with the clinical team and developers, especially to confirm the technical feasibility of certain details.

Clinical Team

Q: Can we create official starter boards to share with all customers, designed around common interests?

A: Yes, but we can only use metrics that are shared across all customers. It would also make more sense to organize them by topic.

Engineering Team

Q: Can we automatically detect a user’s role and department at login and suggest relevant topics based on that?

A: No, we can't reliably detect the user's role and department at login without their input.

Solutions

Understand Users Interests

Before

We found users didn’t click “Set Up Profile” during onboarding because they didn’t understand its purpose or how long it would take.

After

The 2-step onboarding helps users set up their profile quickly and enables us to tailor content to their needs.

Welcome to AdaptX!

NEXT

Please confirm your role.

Anesthesiologist

And your department.

Anesthesiology and Perioperative Medicine

1/2

Reflecting discussions with the dev team, I added a step to get user confirmation.

Let’s Personalize Your Content

done

Effective Pain Control

Anesthesia Prep Time

Department Operation

Surgery Time

Drug Use

Postoperative Pain Management

Monitoring and Recovery

Clinical Outcomes

Post-Discharge

Others

Select the following topics that interest you.

2/2

back

Recommend Popular Boards

Before

New users land on a blank home screen with multiple "Create" buttons, but they don’t yet understand what they’re supposed to create.

After

Add a “Popular Boards” section at the top to help new users quickly explore curated boards tailored to their interests.

Create one or duplicate any popular board to become yours.

Boards

Charts

No Assessment yet. Let’s create one!

Need help? Contact help@adaptx.com

CREATE Chart

Nav Tab

Nav Tab

Nav Tab

CREATE

3

Home

CREATE BOARD

Explore and Get Started

Click any board above to discover what AdaptX can do for you and see what's trending in your department.

Got it

Engagement via Favorites

Before

The user flow buries and renames 'Subscribe' as 'Watch This Board,' making it hard to find or understand—especially for new users.

Email subscription conversion rate

<2%

Home screen

Control board screen

Dropdown menu

Click a board

“Watch this Board”

Click the “More” icon

After

Surface the subscribe button and prompt the feature to new users who spend time on the board or return to it frequently.

5/1/2024

5/8/2024

5/15/2024

5/22/2024

30

40

50

60

70

80

90

Minutes

Mean: 58.4

Cohort 1

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

5/11/2024

5/2/2024

5/20/2024

Cohort 1

Mean: 58.4

30

40

50

60

70

80

90

Minutes

Mean: 58.4

5/2/2024

5/6/2024

5/10/2024

5/14/2024

5/18/2024

5/22/2024

Cohort 1

30

40

50

60

70

80

90

Minutes

Mean: 58.4

5/2/2024

5/5/2024

5/8/2024

5/11/2024

5/14/2024

5/17/2024

5/20/2024

5/23/2024

Cohort 1

30

40

50

60

70

80

90

5/1/2024

5/10/2024

5/16/2024

5/4/2024

5/13/2024

5/7/2024

5/19/2024

5/22/2024

Minutes

Mean: 58.4

Cohort 1

198

182

171

157

156

201

149

275

149

197

121

246

96

54

96

54

C-Section

Cholecystectomy Laparoscopic

Appendectomy Laparoscopic

D&C Suction

Hysterectomy Abdominal Lap c/Robotics

Gastric Sleeve Laparoscopic

Laparoscopy Diagnostics

Procedure Name

Cohort 2

Cohort 1

Procedure Name

Value

30

40

50

60

70

80

90

5/1/2024

5/7/2024

5/5/2024

5/11/2024

5/3/2024

5/9/2024

5/13/2024

5/15/2024

5/17/2024

5/19/2024

5/21/2024

5/23/2024

Minutes

Mean: 58.4

Cohort 1

Control Boards

Tab Name

Tab Name

CREATE

3

Improving PACU Throughput: A Data Perspective

View Only

Favorite for Timely Insights

Favorite this board for email alerts on key metric changes and easy access later.

Got it

I also surfaced 2 high-traffic buttons based on Service team input and click data.

Challenges

We need to create official starter boards for new customers if no popular boards are available yet.

For newly onboarded customers who have just signed the contract with us and don’t yet have popular user-favorited boards, we’ll provide AdaptX Admin–created starter boards as a starting point.

However, should we grant default edit permissions for these boards to individual users?

The question of whether to guide and empower users to edit and customize their own dashboards has been discussed for weeks, but it's difficult to settle on a decision. Both ways have benefits to users.

Starter Board

(Users own)

Edit Board

Share with department (if wished)

Start editing easily

Not ideal for version control

Starter Board

(AdaptX own)

Users change anything

Duplicate Board

Notice users “duplicate to edit”

A New Board Created

(Users own)

Beneficial for version control, fits persona

Extra steps before editing

Based on our persona and goals, we decided to:

  1. prioritize version control by offering 'view-only' access to starter boards.
  2. as I proposed, need a way to guide users to duplicate boards easily when needed.

Before

Access level not visible

Viewers aren’t prevented from editing but see an error afterward saying “changes won’t be saved”.

After

Clearly show the access level

Capacity Project Starting 6/1/2024

View Only

Request to edit

Viewers can easily tell if a board is view-only or they can request edit access.

Before

Can only duplicate via the “More” menu

It’s unclear to users why duplication is needed or where to find it.

After

Quickly duplicate to enable board editing

Want to Edit the Board?

You can click “Request to Edit” to ask for collaboration access, or duplicate this board to create your own.

duplicate board

request to edit

When edit intent is detected, users will see a notice with shortcut actions available.

RESULTS

We met and surpassed our goals to reduce drop-off and boost retention.

Users began seeing meaningful data upon logging in, which encouraged them to explore the platform’s full potential.

73%

in Weekly Active Users

54%

in Monthly Active Users

68%

in first day drop-off rate

Additionally, more users enabled email notification, with 80% clicking through to return.

As discussion and collaboration around the same boards grows, more users are opting into notifications and returning to stay updated on version changes.

[Step 1] Sign up for notifications.

[Step 2] Tap the notification to return to the platform.

Before

Now

71%

80%

19%

43%

Interviews showed users found helpful data faster and engaged in more frequent internal discussions.

When users log in to the same board, it encourages more frequent discussions, helping spread the word and prompting deeper engagement with the platform.

NEXT STEPs

However, we found that many users who duplicated the board still struggled with editing it.

We’ve addressed the issue of users not understanding the platform’s values and capabilities, but for those looking to take the next step, our current flows remain confusing.

Next, I recommend to streamline the editing flow and adding an AI assistant for chart building.

Many users forget their original questions while trying hard to create a chart. An AI assistant could provide a helpful starting point and gradually guide them to become power users.

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