Don Smithmier
THE PROCESS OF CONSTANT
CUSTOMER FEEDBACK
KATRINA ANDERSON
CLINICIANNEXUS

The Process of Constant
Customer Feedback
Katrina Anderson, Co-Founder & CEO

AGENDA
What is ClinicianNexus?
Manual and Non-Scalable Customer Feedback
Automated and Scalable Customer Feedback

HOSPITALS
AND
CLINICS
UNIVERSITIES
AND
SCHOOLS
No tools available for
assessing their capacity to
teach students, making it
difficult to communicate
with the universities and
schools.
Rely on hospitals and
clinics to provide clinical
experience required for
their programs.

OUR VISION:
A PLATFORM WHERE
CLINICAL SITES AND
SCHOOLS WORK SEAMLESSLY
TOGETHER
TO COORDINATE
CLINICAL EDUCATION

CUSTOMER FEEDBACK LOOP

MANUAL + NON-
SCALABLE
FEEDBACK LOOPS
GOAL: BUILD WITH NOT FOR

STEP ONE
FIND A WILLING PARTICIPANT
Outline
+ Objectives
+ Scope
+ Requirements
+ Timeline
+ Resources

STEP TWO
AGREE ON THE PROBLEM + GOALS
User Need Want Notes

MAP OUT THE WORKFLOW

SLOTS

FEEDBACK FROM RIVERSIDE
MAY 16, 2017
pending students - sort alpha, filter better, keep page, show 10 per page at least
unreject match requests - eg, provider has another student cancel / reschedule, etc
ui change - show "reopen" when a match is closed
if provider closes, only provider side can reopen.. and vice versa
add a special change log item when a match is reopened, not just standard proposed changes
scheduling
placements to specify date ranges
students to specify multiple date options on matches
MatchSchedulePreferences { MatchId, PreferenceOrder, StartDate, EndDate, day vs night vs whatever ? they didnt' seem to indicate that was necessary at all, so I'm not going to worry about it yet }
Match still keeps StartDate, EndDate
Provider just uses these as guidelines for proposing new dates / deciding that none will work... no need to get more formal than that
Let them enter on request, and on editing
** maybe simplify the initial request form, since it just goes into an unsubmitted status anyway? request match form could just ask for dates.. or even just talk about the steps involved for this match, and "next" brings them
to the regular match-form after creating the unsubmitted match? less code overlap / consistent experience regardless of whether match requires any onboarding steps prior to submission
enddate should just be required at all times... at least gives providers a hint as to whether they're expecting a 2 week, 4 week, etc rotation
calendar view of match list
ultimately, be able to drag & drop matches without having to clcik into them
or at least be able to keep calendar view open as they make scheduling changes to a match... maybe calendar would just be a sidebar that's toggleable / always visible when toggled on ? seems complicated, play with ux
ideas
profiles show calendar of their matches
just show a block from start->end w/ student type, placement name, status
only show pending, onboarding, ready, active
don't show unsubmitted, closed, evaluations, completed, etc...
studenttype
add studenttype and graduationdate to schoolstudent record
I think graduation date or something along those lines is already on that table, but not used
we're currently locking down to single active schoolstudent in ui anyway.. should change model to enforce that
makes sense that the studenttype is tied to the school:student relationship
require student to choose student type appropriate to the school
if school is unregistered, student can pick any student type and we add it to the school for other students to select too
if school is registered, student must choose from one of the school's configured studenttypes
onboarding step can be limited to specific student types
placement can be limited to specific student type/s (maybe just one to keep it simple?)
available onboarding steps filtered by placement's student type/s
np, pa, med, nurse
probably should just have a table for these, since it's likely to be added to over time and don't want to deploy etc (physical therapist, veterinarian, etc)
clean up tags in db - some odd casing, near-duplicates, etc
rotationtypes, interests, clinicalinterests
requires updating all foreign key tables as well
placements
allow them to enter some text that will be sent to student once match hits {selectable} status
let them add multiple records... for example:
when match hits onboarding, email student about onboarding process, scheduling, where to go w/ questions, etc
when match hits ready, send student more info on where to go on day 1, epic training info, whatever
onboarding

PLACEMENTS

COLLECT THE FEEDBACK
AGREE ON THE PROBLEM + GOALS

AUTOMATED +
SCALABLE
FEEDBACK LOOPS

PROACTIVE REACTIVE
COLLECT

PROACTIVE

ORGANIZE
• Create a Customer Feedback Board
• Assign an OWNER to the board
• Build and maintain a cadence for review and
accountability

IMPLEMENT
CUSTOMER
SUPPORT
DEV
TEAM

SERVICES

THANK YOU!