In order to validate a hypotesis related to the inpatient and outpatient process I got a chance to visit a series of hospitals in Sao Paulo. In all of them we performed some attitudinal vs. behavioural studies using tools and techniques as user interviews, ethnographic field studies, shadowing focusing on what people say or what they do (extended observations); 

After mapping the process and confront them to what the workflow was designed to follow we could raise the topics where the UX should be improved in order to accomodate a more effective interaction inside Tasy.

After mapping the patient experience on each step we could establish de strengths and the threats the hospital process brings to the inpatient and outpatient process.

That compilation resulted into a new approach to deal with information inside the EMR, bringing the patient to the center of the process and offering to the hospital staff a more customised information depending on the moment they were performing inside the tool.