Healthcare software lives inside a workflow that includes people, policies, and settings beyond the screen. An EHR that works in a demonstration may create different demands during a home visit, in a group home, or at a community care center.
In the statewide Medicaid engagement, ethnographic research and task analysis identified use errors, documentation burden, and training gaps. Recommendations reduced the quarterly documentation set from 50 to 20 items and informed a phased rollout with a hybrid paper and digital transition.
Training reached 2,000 clinicians and administrators statewide. That scale makes it important to distinguish an interface problem from a process or training gap, rather than assuming every implementation issue needs another feature.
A discovery sprint helps define the users, map the work, and locate the research gaps before choosing an intervention. Ongoing embedded support can carry those priorities into implementation and team decisions.