First off, KC is a great listener. Any product designer worth their salt has to learn about the problem at hand in order to design a successful solution. KC practiced this listen-learn-design process during his time at RoundingWell and made great contributions to our product and user experience. He’s a team player and truly cares about the needs of the end user. —Mark Ott, Director of Product at RoundingWell

RoundingWell blends unique patient engagement and robust care coordination with org-specific standardized care plans to help clinicians improve patient outcomes. In some cases, it’s even saved lives.

RoundingWell has always focused on designing an intuitive, good-looking product. That foundation of good design made it really easy for me to jump right in, focusing on user experience challenges.

The Challenge

Clinicians aren’t given many good solutions for getting the right work done in a timely manner. Many of them are working in outdated electronic health record platforms that don’t even know what the word “user experience” means. Therefore most of them have created their own systems for dealing with their workload.

So, how do you get people who are using a notepad and pen to document their work to start using a technological method?

My Approach

The biggest challenge of any project management platform is getting people to use it. And I don’t just mean Project Managers. To get real value from such software, every team member at every level needs to be engaged. And RoundingWell’s Care Management component is essentially PM software for healthcare.

To learn some of the habits and needs of clinicians using RoundingWell, I went to work with them. I observed nurses and care coordinators at work and discovered that old habits die hard.

I also created surveys for a small group of our most active users to gather data on features that would be the most useful.

Due to habits and available technology (computers, tablets, and phones might not be usable on the floor), few users were taking full advantage of RoundingWell. We were able to remedy this with some training from our account execs on the reasons WHY to use the system since the HOW wasn’t the problem.


Using the data from observation and surveys, I was able to implement and improve features that increased usability for our clinician users. Coupled with the educational/encouragement piece from our account execs, RoundingWell was already seeing greater adoption when I left to pursue another opportunity.

Ultimately once people used the software, they loved it. On the patient engagement side, we saw engagement rates of 70% (compared to the average 2% with patient portals).