Monday Rewards

An employee achievement system that cultivates and supports a culture of recognition within an organization

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TIMELINE

July – August, 2020

PLATFORM

monday.com Work OS

ROLES

Research, Product Strategy, UI & UX Design

TEAM

Alina Seropian (UX Writer / Content Strategy), Hunter Rustad (Full-Stack Developer)

OVERVIEW

Everyone likes to be recognized for their efforts – whether it's a public kudos in front of the team or a discreet pat on the back in passing. Employee recognition is considered one of the top ways to motivate people to do their best work and increase productivity. In today’s business world where more and more companies are shifting to a remote workforce and spending less time interacting face-to-face, finding new ways to reward employees is more important than ever. 

When the monday Apps Challenge launched I jumped at the chance to take on a new project that allowed me to work with monday's design system and WorkOS platform. After an initial discussion our team decided to tackle one of the biggest problems we recognize as being a challenge due to this abrupt transition to a remote work environment. Accolades via email can sometimes feel transactional, and peer-to-peer recognition is not always practiced. In today’s dynamic working environment, it’s essential to maintain a cohesive company culture that supports remote employees and recognizes their achievements. We believe everyone in an organization should recognize each other’s hard work and efforts while having fun, because when you invest in the success of your employees, your business is more likely to thrive.

THE PROBLEM

Recognizing Accomplishments in Remote Work Environments is Challenging

The global pandemic has transformed the way we work and do business at an unprecedented rate. Many organizations are instituting mandatory work from home policies, or have already announced a permanent shift to a remote working culture. For many, this abrupt change marks a significant shift in how teams engage, communicate, and interact with one another. As a result, organizations have started to rethink how team members can be recognized for their achievements.

DESIGN CHALLENGE

How might we reimagine the employee recognition experience for teams working remotely in order to foster a culture of acknowledgement and appreciation?

THE SOLUTION

Humanizing the Workplace in a Virtual Environment

Monday Rewards is an employee recognition system designed to express appreciation for employees' contributions within your team and organization. Our app has been designed to encourage and incentivize team building, give accolades, celebrate failures, and so much more. We believe everyone in an organization should recognize each other’s hard work and efforts while having fun!

ROLE & RESPONSIBILITIES

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PROJECT SCOPE & TIMELINE

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DESIGN PROCESS FRAMEWORK

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TOOLKIT

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Empathize-04

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SECONDARY RESEARCH

Using Secondary Research to Gain an Understanding of the Problem Space

Before we could jump into designing, it was important to define who is most affected, where and why communication barriers occur, and what the outcomes are based on current practices.

Insights collected from medical journals and media publications revealed that medical patients in hospital intensive care units (ICUs) are the most vulnerable when it comes to communication barriers. This is often due to miscommunication or misinterpretation as a result of language barriers or unclear physical gestures.

Further to this, environmental impediments are also problematic, with research showing that ICU patients encounter challenges when trying to use the call button to initiate communication of basic needs.

TECHNICAL BARRIERS

70%

of ICU patients ask for items not indicated on the communication board

Hoorn, S. Ten, et al. “Communicating with Conscious and Mechanically Ventilated Critically Ill Patients: a Systematic Review.” Critical Care, vol. 20, no. 1, 19 Oct. 2016, doi:10.1186/s13054-016-1483-2.

ADVERSE OUTCOMES

65%

of reported sentinel events in ICUs were caused by communication errors

Cheung, Karen M. “Whiteboards Key to Improved Communication.” HealthLeaders Media, 6 May 2010, www.healthleadersmedia.com/clinical-care/whiteboards-key-improved-communication

EMOTIONAL TURMOIL

62%

of ventilated patients reported a high level of frustration in communicating their needs

Happ, M. B., et al. “Nurse-Patient Communication Interactions in the Intensive Care Unit.” American Journal of Critical Care, vol. 20, no. 2, 2011, doi:10.4037/ajcc2011433.  https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3222584/

LANGUAGE BARRIERS

48%

of hospitals in the US encounter patients with limited English skills daily

“Hospital Picture Boards Break Language Barriers.” NBCNews.com, NBCUniversal News Group, 4 Sept. 2007, www.nbcnews.com/id/20588960/ns/health-health_care/t/hospital-picture-boards-break-language-barriers/#.Xo5JJG57lYg

MISCOMMUNICATION ERRORS

37.7%

of exchanges between nurses and non-vocal ICU patients about pain are unsuccessful

Happ, M. B., et al. “Nurse-Patient Communication Interactions in the Intensive Care Unit.” American Journal of Critical Care, vol. 20, no. 2, 2011, doi:10.4037/ajcc2011433.  https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3222584/

ENVIRONMENTAL BARRIERS

33%

of conscious patients in ICUs are unable to use the conventional call systems

Happ, Mary Beth, et al. “Overcoming Speech and Language Disorders in Acute and Critical Care: 40 Years Later.” Geriatric Nursing, 13 Apr. 2020, doi:10.1016/j.gerinurse.2020.04.008. 

FINANCIAL BURDEN

$6.8 Billion

could be saved annually by reducing communication barriers that could lead to an adverse event.

Hurtig, Richard R., et al. “The Cost of Not Addressing the Communication Barriers Faced by Hospitalized Patients.” Perspectives of the ASHA Special Interest Groups, vol. 3, no. 12, Jan. 2018, pp. 99–112., doi:10.1044/persp3.sig12.99.

QUESTIONNAIRE SURVEY

Collecting Information to Understand the Experience & Opportunities for Improvement    

Once I understood the problem space better, I used a questionnaire survey to dig deeper into three core areas of interest:

  1. assessing patients’ level of frustration with communication and their perception of communicating interventions used by health care practitioners;
  2. identifying patients’ perceived communication needs and what they perceived as barriers and facilitators to effective communication; and
  3. retrospectively evaluating the perceived helpfulness, use, and content of a communication board.

A total of 34 participants  comprised of 12 patients and 22 care providers with experience using medical communication boards were recruited via LinkedIn, SurveySwap, SurveyCircle, and various Reddit groups to participate in a 10 question survey. Four major themes were revealed:

  1. communication facilitation;
  2. comparison with other communication tools/devices;
  3. patient/device considerations; and
  4. modifications.

Participants identified the “easy” touch screen, free drawing, key phrases and the pain figure as features that facilitates timely and accurate communication. Several participants suggested that board customization in terms of adding or removing words and phrases would improve the product, along with

Questionnaire-Responses-17

STAKEHOLDER INTERVIEWS

Conversations With Experts Provides Insights Towards a Solution

Prior to teaming up with Amanda, I used LinkedIn to reach out to personal contacts and various individuals my research pointed to as being key stakeholders and users of medical communication boards to set up interviews with via Zoom. My goal was to learn more about the experience of using medical communication boards from a care providers perspective. A total of three semi-structured interviews took place which revealed insights about different features they felt could be added or improved upon, various challenges and constraints each expert encounts in their field, as well as who the key competitors are in the market today.

Quote-1-Amanda
Quote-2-Diann
Quote-3-Rebecca

PHOTO STUDY

Visual Insights Provide an Empathy-Driven Glimpse Into the Critical Care Experience

As Amanda and myself began to dive into the problem space, stories from her experience as an ICU nurse helped to paint a picture of the first-hand challenges care providers and patients experience that had not been revealed from the research. We decided to use a modified photo study to delve deeper into the qualitative significance of the issue surrounding communication practices in a critical care setting. While most of the images were captured by Amanda to document specific moments throughout her day, other images were gathered from Google to accurately depict issues that were not photographed due to the sensitive nature of the environment. This approach helped to capture insights that would otherwise be difficult to observe, and also helped to contextualize and acknowledge gaps between the research and what is represented in the photos.


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MARKET RESEARCH

Using Ratings & Reactions to Discover How People Feel About Existing Products

To illustrate the competitive landscape, we used G2's Competitive Matrix Grid as a tool to visualize how the products mentioned during the interview phase stack up in terms of functionality and desirability. AppFigures was used to retreive insights for each product based on AppStore feedback which was then plotted on the grid based on the total number of reviews (Market Presence) against the overall rating (Customer Satisfaction). Overall, each product received fairly positive ratings which showed us that people covet a digitized communication tool; however, there was room for improvement which was shown when we started to dig a bit deeper to read what users had to say. Patterns started to emerge, indicating both accessibility issues and technical barriers.

Market-Research_Reviews

COMPETITOR ANALYSIS

Evaluating the Competition to Gain Insights into How the Problem is Currently Being Approached

To round off research findings, a high-level competitive analysis was carried out to evaluate products indicated during the interview phase as common tools used in clinical settings today. This helped us recognize which features are standard across a range of products, where new features are beginning to enter the market (such as head and eye tracking), and to also reveal gaps and opportunities we could possibly tap into in an effort to stand out in an already competitive marketspace.

Competitive-Analysis-11
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Define

Empathy findings are unpacked and synthesized into compelling needs and insights.

AFFINITY DIAGRAM

Drawing Connections & Organizing Information to Develop Deeper Insights

From analysis to synthesis

PERSONAS

Putting a Face on 'Who' the Product is Being Designed For

To get aligned about who the product is for, we decided to personify a primary, secondary, and tertiery stakeholder into three personas. 

Ideate

Ideate

A focus on idea generation and how people might navigate the product.

MOOD BOARD

Visualizing Ideas & Inspiration to Shape the Artistic Direction of the Product

Mood boards are one of my favorite contributions to the design process. They allow us to communicate the pictures we have in our minds, transfer the right mood, and bring the emotions expected from a product to life. When considering the target audience for this product, our goal was to create a design that feels friendly, evokes feelings of trust and tranquility, while placing value on simplicity and accessibility.

Mood-Board
Prototype

Prototype

Building quickly to think and learn.

HIGH-FIDELITY PROTOTYPE

Bringing Ideas to Life: Translating Concepts into Tangible Prototypes

The next step in the process was translating the Brand Concept into something tangible.

Test

Test

A chance to refine and improve the solution.