Jenna Hagan,
Human-centred
Visual & Service Designer




Developing and Testing the Patient Deterioration Mandatory Training Sorting Tool



Helping 12,000+ kaimahi navigate mandatory training with confidence and clarity

The Patient Deterioration Programme at Te Toka Tumai Auckland aims to ensure staff can confidently identify, manage, and escalate care for deteriorating patients. It consists of three workstreams: Korero Mai, Recognition and Response, and Shared Goals of Care—all supported by mandatory training delivered through Ko Awatea LEARN.

With over 12,000 staff across clinical and non-clinical roles, assigning the correct training pathway was complex. Training requirements differ by role and include both e-modules and practical assessments (e.g., Basic and Advanced Life Support). The Patient Deterioration leadership team asked Ara Manawa to design a tool and supporting resources that would make this process clear, user-friendly, and accurate.

My Role

I led workshops with the project manager to co-create the algorithm underpinning the tool, refining the decision-tree structure to input into Qualtrics. I also designed a consistent visual language across Qualtrics, Ko Awatea, and Hippo to ensure a seamless user experience and tested the prototype with a diverse group of staff.

In addition, I collaborated with data analysts to integrate reporting into the process via Power BI, enabling real-time tracking of self-reported errors. This feature allowed users to self-correct and report perceived errors directly within the tool, reducing the number of one-on-one support requests for the programme team and improving overall system efficiency.

I worked closely with stakeholders throughout to iterate the design and prepare the final tool for launch.

The Opportunity

The primary goal was to make a Sorting Tool that accurately directs staff to their mandatory Patient Deterioration training pathway in Ko Awatea LEARN. Secondary aims included:

  • Making the tool easy to use and understand
  • Ensuring staff are correctly sorted into certification pathways
  • Building a scalable, visually consistent solution that integrates across platforms


Key Challenges

  • Scale & Complexity: Assigning over 12,000 staff into the correct pathways
  • Platform Limitations: Designing a seamless experience across Qualtrics, Ko Awatea, and Hippo
  • Multiple Roles & Pathways: Requirements varied significantly across roles and services
  • Tight Timeframes: Launching ahead of a December 2023 policy update

Our Approach

We used human-centred design methodology, combining research, prototyping, user testing, and iteration to ensure the tool was accurate, intuitive, and scalable.

Key activities included:

  • Stakeholder Engagement: Partnered with clinical leads, Ko Awatea, and programme manager to align goals and constraints.
  • Algorithm Design: Led workshops to refine the decision-tree structure that powered the sorting logic.
  • Information Architecture: Created a high-level certification pathway document for clarity.
  • Prototyping: Developed an early version in MS Forms, tested with over 100 staff from clinical and non-clinical roles.
  • UI and UX Design: Built a consistent design language across Qualtrics, Ko Awatea LEARN, and Hippo for a seamless user experience.
  • Integrated Reporting: Worked with data analysts to embed Power BI dashboards for error reporting and ongoing monitoring.
  • Final Build & Launch: Delivered a Qualtrics-based tool supported by visual materials and Ko Awatea content updates.


Early workshop prototype of the algorithm
Digital iteration on the algorithm prototype

Key Outcomes

  • Launch Success: Training programme published on Ko Awatea LEARN in December 2023.
  • High Adoption: By February 2024, 1,565 kaimahi had used the tool, with 88% correctly sorted (goal: 80%).
  • Continued Growth: By June 2024, 4,675 staff had completed the tool.
  • Reduced Support Load: Built-in self-correction and reporting drastically reduced one-on-one help requests for the programme team.
  • Data-Driven Improvements: Power BI dashboards enable ongoing monitoring and iterative design updates.
  • Process Innovation: Introduced a replicable testing and design process for future education projects.

Our Learnings

  • Testing at scale matters: Engaging a wide range of users early improved accuracy and usability.
  • Consistency across platforms reduces friction: Unified visual and interaction patterns helped avoid confusion.
  • Build feedback loops: Real-time error reporting created a self-correcting system and reduced admin load.
  • Design thinking supports systemic change: Embedding testing and iteration into policy-driven training improved adoption and usability.

Conclusion

The Sorting Tool helped thousands of staff navigate mandatory training with confidence and accuracy. By combining design thinking, cross-platform consistency, and integrated reporting, we delivered a simple, scalable solution to a complex organisational challenge.

Four months post-launch, the tool exceeded accuracy expectations and continues to improve compliance while reducing operational burden. For Ara Manawa, this project reinforced the impact of co-design, iterative improvement, and user-focused design in clinical education.


Project lead:
Jenna Hagan

Project support:
Elina Ashimbayeva

Sponsors:
Dr Mike Gillham, Clinical Lead & Chair for Education and Training
Natalie Rees, Programme Support

Contributers:
Ko Awatea Team, Data & Intelligence Team