HEALTHCARE COMMUNICATIONS - 2024
Redesigning an enterprise tool to convert manual processes into a streamlined digital ecosytem
Role
Sr. User Experience Lead
Services
Discovery, Innovation & Concept, Implementation
Project Overview
A digital transformation project aimed at replacing outdated processes, decentralized data, and disconnected communication channels. Our goal was to create a centralized enterprise platform powered by AI to streamline operations, unify data, and improve usability across the organization.
The Challenge
The organization relied heavily on manual workflows, multiple tools, and key personnel for productivity. There was no singular source of truth, making data access cumbersome. The system was slow, lacked usability, and required specialized training for multiple departments.
Key Results
Centralized System
Data Driven Practices
Digital Solution
Operational Efficiencies
Streamlined Workflows
Methods
User Interviews
Stakeholder Interviews
Surveys
Video Studies
Workshops
Design Thinking
Role
UX Lead
(While working @ UST)
Concept Team
8 UX Designers
4 Visual Designers
Role
Sr UX Lead
(While working @ Mindsprint)
Implementation Team
1 UX Designers
The Solution
Utilizing research, diving deep into the business, and testing our solutions with users, we were able to provide an enterprise tool that met the needs of the business, as well as the users. The final product resonated with all, and garnered a lot of excitement. The solution was thorough, and had client personnel telling us that we understood the business better than they did. This won a significant project for future work at UST, and was the cornerstone of positioning UST as a partner for AI design.
DISCOVERY
Defining the bigger probelm
Listening to the problems of the users…
Understanding how the business works…
In order to effectively design a digital platform to run the business, we had to deep dive into how the business works in order to ensure our solution truly fits the needs of the users and their day to day tasks and operations. This was done through a series of meetings with users from each department
Uncovering prioritized business goals
Identified Pain Points
01
Manual Process
Users are burdened by manual tasks that require significant effort and are prone to errors and delays. Automating these tasks and workflows will enhance efficiency.
02
Complexity
The current system is overly complex, leading to user frustration and work duplication. Simplifying the user interface, workflows, and interactions will make the system more intuitive and user-friendly.
03
Decentralization
Functions and information are scattered, increasing cognitive load and complicating navigation. Consolidating these into one central location will streamline the user experience and make the system easier to use.
04
Channel Specific
Dividing channels into inHome, inProduct, and inMotion can limit the development of an omnichannel experience. Designing a seamless experience regardless of the device or medium will future-proof the system and support scalability as new channels emerge.
05
Program Dependencies
The reliance on multiple external and internal programs creates disruptions when updates or changes occur, affecting system stability and user reliability. Minimizing these dependencies, including role-based dependencies, will enhance system robustness.
06
Disintegrated Communication
Poor communication between different system components and with external tools disrupts data exchange and interoperability. Ensuring smooth, integrated communication will improve the overall user experience and system functionality.
Goals, considering discovery outcomes
Unified and Integrated
Foster seamless connectivity and data exchange between different components and external systems to promote interoperability.
Automated &
Insights-Driven
Utilize data analytics and insights to inform decision-making, improve user experiences, and drive business outcomes.
Personalized,
Customizable, &
Flexible
Enable adaptable and customizable workflows that can be easily modified to accommodate
changing requirements and personalization.
Modular &
Scalable
Design the platform with a modular architecture that can easily scale to accommodate growth and evolving needs.
Near Real-Time Data & Notifications
Provide timely and relevant
notifications to users, delivering information in real-time to enhance
engagement and responsiveness.
How I planned for our team to get there
Project Planing
Looking at estimates, planning timelines, ensuring proper team allocation, identifying activities and key milestones needed.
Project Onboarding
Getting the team onboarded to the project, briefing them on the needs, and setting expectations.
Client Onbaording
Meeting with the client to address initial needs, requirements, approach, and establish POC for project needs and communication channels.
Discovery
Learning the business and it's ecosystem, how it operates, and it's current needs, pain points, and processes.
Project Rescope and Planning
Due to the discovery of an initial improper scope, we had to quickly pivot and replan for the new direction.
Research
Meeting with users and understanding thier perspective, processes, pain points, and desires. Additionally, looking at competitors, and doing additional secondary research to gain further insights.
Ideation
Taking the synthesis of discovery and research, drawing insights, tying those to business goals and user needs, and iterating ideas to solve the problems in a prioritized and strategic manner.
Validation
Validating along the way with business stakeholders and users, to ensure collaboration and co-creation efforts resonate and align with the needs and vision.
Delivery
Packaging the work to then be delivered for the next phase. This includes building a roadmap, estimations, and planning.
Design Solution
It started with a navigation that matched business processes
A fluid and flexible non-linear, but linear progressional navigation
How we designed it
#1 We Listened
Through countless hours of meetings, emails, and interviews, all while working with multiple departments, we were able to map existing process and flows. Even at this early stage we were beginning to gather data about how things were or weren't working for users, as we learned directly from them during these interactions.
#2 We Iterated
Based on the data we were able to collect from discovery and research, we were able to begin piecing the platform together, explore how they pieces interacted with each other, and considered the business and user goals along the way.
#3 We Clarified and Validated
With this deeply integrated co-creation process with users, we were able to validate or invalidation possible solutions early and effectively, which lead to better clarification of needs and requirements.
#4 We Delivered
The amalgamation of work and efforts resulted in not only building the vision for the client, getting their users excited for what's to come, and setting the tone for additional work in the future, but also garnered with win of one of the biggest and high profile projects at the time, and served as a catalyst for positioning ourselves as partners for designing AI solutions in healthcare.
Key Design Solutions
Centralized Data Backbone: Unified data allowed for better reporting and informed AI-driven insights.
NLP for Targeting: Simplified patient targeting using natural language processing.
Predictive Behavior Modeling: Anticipated patient responses and campaign outcomes, enhancing performance.
Smart Suggestions: Provided data-driven insights and recommendations in real-time.
Integrated Communication Tools: Streamlined team collaboration within the platform.
AI-Generated Templates: Offered pre-built templates from past campaigns for easy customization.
Transparent, Real-Time Data: Ensured updates were available instantly, giving users a single source of truth.
These solutions were chosen to align with both business goals and user needs, ensuring scalability and long-term value for the client.
Impact and Results
Stakeholder Feedback: The project was met with enthusiasm, turning initial skeptics into advocates for the solution.
User Reception: The platform delivered a streamlined, user-friendly experience, exceeding expectations.
Limitations: As an agency project, we handed off the solution to the client’s development team, limiting our access to post-launch metrics.
