LEARNING EXPERIENCE DESIGNER • CURRICULUM INNOVATOR
NorthstarConnect Patient Check-In
Job Aid Design | Adobe Express | Front Desk Staff
Project Overview
NorthstarConnect Patient Check-In is a one-page job aid I created for Northstar Health, a fictional outpatient clinic network transitioning from paper check-in to a digital system. The scenario centers on front desk staff with varying levels of comfort with technology who need to complete check-in while managing a busy waiting room.
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The design addresses three errors identified in the fictional project brief: selecting the wrong patient record, skipping insurance verification, and marking patients as arrived before collecting copays. I organized the workflow into six numbered steps, pairing short instructions with mock system screens so staff can locate the next action while working with a patient.
Designed for use at the front desk, the guide includes a preparation checklist, reminders about common mistakes, instructions for eligibility problems, and support contacts.
Tools Used
Adobe Express for page layout and visual design.
Key Design Decisions
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One page for quick reference. The complete workflow fits on a single page so staff can consult it during check-in without navigating between documents.
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Six steps in a consistent layout. Each card combines a numbered heading, a brief instruction, and a relevant mock screen. The repeated structure makes individual steps easy to locate.
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Language that matches the system. Bold labels such as “Check Eligibility,” “Collect Payment,” and “Arrived” connect the written instructions to the controls shown on screen.
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Visible reminders at common error points. A dedicated section reinforces patient identification, insurance checks, and the order of payment and arrival actions.
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A clear path when eligibility fails. Troubleshooting instructions and support contacts give staff a next step when the routine workflow is interrupted.
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Status cues beyond color. Insurance statuses combine color, symbols, and text labels so their meaning is communicated in more than one way.
Reflection
This project demonstrates how a routine workflow can be translated into a concise reference for use during a task. The central design challenge was balancing the main sequence with enough guidance to address common mistakes and exceptions on one page.
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A next step would be to test the guide with people unfamiliar with the scenario, observing where they pause, which instructions they overlook, and whether the screenshots remain readable at the intended print size. That feedback would help determine what needs to be clarified or enlarged.