Greenway® CLINICAL ASSIST

Context

Healthcare providers face significant administrative burdens, with documentation consuming up to 40% of their workday. This often detracts from the time available for patient care, contributing to provider burnout and weakening the patient-provider connection. Recognizing the need to reclaim this valuable time, Greenway Health set out to develop a groundbreaking solution: Greenway Clinical Assist, an AI-powered ambient listening and documentation tool.

Greenway Clinical Assist leverages ambient AI technology to automate clinical note generation, instantly transforming speech into structured, comprehensive clinical notes. By reducing the time spent on documentation, the tool empowers providers to focus on what matters most—delivering high-quality, personalized patient care.

Problem

Clinical documentation is one of the most significant contributors to provider burnout. Traditional documentation methods, whether manual or assisted by basic transcription tools, are time-consuming, error-prone, and disruptive to the patient-provider interaction.

Key challenges included:

  • Efficiency: Providers needed a solution that could generate accurate, structured clinical notes instantly, eliminating the need for lengthy post-visit documentation sessions.

  • Quality: Clinical notes had to be comprehensive and adhere to provider-specific preferences, including structure, narration, and content order.

  • Connection: Documentation workflows often distracted providers during patient visits, weakening relationships and undermining the quality of care.

The challenge was to design a solution that seamlessly integrates into providers’ workflows, reduces cognitive load, and streamlines documentation without compromising accuracy or the human connection in care delivery.

Objective

The goal was to design and develop an intuitive mobile ambient documentation tool that:

  1. Automates clinical documentation in real-time, reducing administrative burden and saving providers up to two hours per day.

  2. Ensures accurate, structured, and personalized clinical notes, tailored to provider preferences and workflows.

  3. Strengthens the patient-provider relationship by allowing providers to focus fully on patient care during visits.

  4. Offers a scalable, user-friendly interface that integrates seamlessly into existing healthcare systems and workflows.

By prioritizing efficiency, accuracy, and usability, the objective was to create a product that not only solves the immediate problem of documentation but also transforms the future of healthcare delivery.

My Role

As the Lead UX Designer for Greenway Clinical Assist, I was responsible for driving the design process from concept to production. My involvement included:

  • Leading user research to uncover pain points, needs, and opportunities for innovation.

  • Developing low- and high-fidelity wireframes, prototypes, and interaction flows.

  • Collaborating with product managers, engineers, and clinical stakeholders to align on requirements and ensure seamless implementation.

  • Designing an intuitive interface optimized for mobile use, ensuring accessibility and ease of adoption for busy providers.

  • Conducting usability testing and iterative refinements to deliver a solution that met user needs while aligning with business goals.

From initial sketches to a production-ready product, I shaped the user experience of Greenway Clinical Assist, ensuring it balanced the complexity of AI-powered technology with the simplicity required for seamless adoption in clinical settings.

Methodology

To deliver a solution that met both user and business needs, I employed a user-centered, iterative design process that emphasized research, collaboration, and continuous validation. Key steps included:

1. Research & Discovery

  • Conducted in-depth interviews with providers to understand their pain points and goals related to documentation.

    • Insights revealed that providers spent an average of 2-3 hours per day on documentation, leading to frustration and burnout.

    • Key user needs included accuracy, speed, and customization, as well as the ability to preserve the natural flow of patient conversations.

  • Analyzed competitive products to identify gaps and opportunities for differentiation, such as real-time note generation and personalization.

2. Ideation & Concept Development

  • Created low-fidelity wireframes to explore potential workflows, focusing on minimizing cognitive load and ensuring seamless integration into providers’ routines.

  • Designed interaction flows that emphasized real-time documentation, customization options, and ease of navigation within a mobile interface.

  • Collaborated with the AI development team to ensure the backend technology aligned with the front-end user experience, particularly in areas like note structuring and learning user preferences.

3. Prototyping & Testing

  • Developed high-fidelity interactive prototypes to simulate real-world use cases, including live patient visits and post-visit note reviews.

  • Conducted usability testing with a diverse group of providers, gathering both qualitative and quantitative feedback.

    • Testing revealed that providers valued the ability to customize note structure and review AI-generated notes quickly before finalizing.

  • Iterated on the design based on testing insights, refining workflows, visual hierarchy, and interaction patterns to ensure maximum usability.

4. Implementation & Beta Testing

  • Worked closely with engineering teams to ensure the design was implemented accurately and optimized for mobile performance.

  • Launched a beta program to gather real-world feedback from providers using the tool in clinical settings, identifying areas for further refinement before full production.

Solution

The final design for Greenway Clinical Assist is a mobile-first ambient documentation tool that seamlessly integrates into providers’ workflows. Key features include:

  1. Real-Time Documentation:

    • Automatically listens to patient-provider conversations and generates clinical notes within 10 seconds of the visit.

    • Uses AI-powered language processing to ensure notes are accurate, comprehensive, and compliant with clinical standards.

  2. Customization & Personalization:

    • Allows providers to customize note structure, narration, and content order based on their preferences.

    • AI learns over time, adapting to individual provider habits to improve accuracy and efficiency.

  3. Streamlined User Interface:

    • A clean, intuitive mobile interface optimized for one-handed use, allowing providers to review and finalize notes effortlessly.

    • Smart review tools highlight key details, enabling providers to quickly verify and edit notes before submission.

  4. Improved Patient-Provider Connection:

    • By eliminating the need for manual note-taking, providers can focus fully on patients during visits, fostering stronger relationships and better care outcomes.

Results

Though still in beta, Greenway Clinical Assist has already demonstrated significant impact, with early feedback and metrics highlighting its value:

  • Efficiency Gains: Providers reported saving an average of 2 hours per day on documentation, significantly reducing administrative burden and allowing more time for patient care.

  • Improved Accuracy: Usability testing revealed a 90% success rate for AI-generated notes requiring minimal edits, demonstrating the tool’s reliability and precision.

  • High Satisfaction:

    • Providers praised the tool’s ability to adapt to their unique preferences:

      • “It feels like the tool was designed just for me—it learns how I work.”

    • Many noted how the tool improved their connection with patients:

      • “I no longer feel like I’m stuck behind a screen during visits. I can actually focus on my patients.”

Quantitative Metrics:

  • Task Completion Times: Note finalization times decreased by 50%, demonstrating the efficiency of the smart review tools.

  • Adoption Rates: Over 85% of beta participants indicated they would continue using the tool after the beta period, citing time savings and ease of use as primary benefits.

Takeaways

This project reinforced the importance of balancing cutting-edge technology with human-centered design. By focusing on the needs of providers, I was able to:

  • Simplify complex workflows without sacrificing functionality.

  • Design a product that empowers users to focus on their core mission—delivering quality care.

  • Create a future-ready solution that adapts to providers’ evolving needs through AI and personalization.

Through this experience, I honed my ability to lead projects from concept to production, collaborate with cross-functional teams, and design innovative solutions for complex, high-impact problems. I’m excited to apply these lessons to future projects, driving meaningful change through thoughtful, user-centered design.