The Right Amount of Disruption
The Right Amount of Disruption Requires a Touch of Art & Science
By Chris Tyne, Vice President of Product
It amazes me every time I walk into a clinic and get to watch a team work. There is an energy and buzz that vibrates through the room as each person pushes forward at an amazing speed. It is a form of organized chaos that operates at just at the right pace to deliver great care to the patients who walk through their doors. From time to time, I scratch my head and wonder: how could you safely change this organized chaos into an organized calm so that clinical staff and by extension, patients, can take care of business without seeming rushed.
It is always an eye-opening experience when I get to sit elbow to elbow with a nurse that seems to have their job down to a science. The binders, bulleted lists, and neon sticky notes all play an intricate part in the process. As an outsider, I spend most of my time asking "why?" For example:
- Why does this note say "Never 60"?
- Why is your calendar sideways?
- Why do you click onto the orders screen, etc.?
I know every action has a reason and I must understand not just the action, but the reasoning behind it and the processes or reactions that are connected to said action. Only with this thorough understanding can I begin to create a product with underlying features that function to make people work more safely and efficiently. I need to sort "the wheat from chaff," so to speak. However, it needs to be done delicately, to not disrupt the hard-won, honed precision of the team.
Building a product is a mix of art and science. As a scientist, I map out the intricate details of the actions and then automate and simplify what I can. As an artist, I must bring elegance to solutions, so that they are not just adopted, but welcomed by users.
Finding that balance between science and art, where just enough disruption is the introduced without breaking the system, is the true key to gaining efficiency through software.