Cares program
An Enterprise application for Edgepark to manage their order processing and continuous engagement of customers without going through the call center and their client managers. After Cardinal health acquired Edge park, my company was brought onboard to define a vision as far forward as possible so it takes years for their competition to catch up. As a part of this engagement i was on-boarded as a Senior UX designer, with 3 other designers working remotely.
GOALS
Reduce effort for the customer
Solve customer problems, and help them avoid future problems
Personalize the experience, make it all about the customer
The tone and voice of the experience should be empathy for the customer
PROJECT
This project is to design the order management system for External & Internal customer experiences. Idea is to enhance the system that will help agents to finish their work in an productive way within less time and develop the responsive design of external experience will help the customer ease up the online order processing, reordering, profile management and payment which is just a click away.
Design brief and requirements
At this stage of the design i have gathered all the requirements like targeted audience, scope of the project, technology requirements. I have done multiple interviews with stake holders, product managers, field officers, sales officers to understand their day to day work pain points with existing application to get the detailed requirements. I was closely working with product team to understand / define any requirements which will help from UX standpoint.
USER RESEARCH
Heuristic analysis
I have done a detailed heuristic analysis for the existing application and made a draft of P1, P2, P3 issues and presented to the stake holders. Due to confidential in nature i cannot showcase any artifacts related to that
Contextual Enquiry
We conducted Contextual Inquiries with 21 users to understand how they Order intake / order process using the system . We also performed retrospective reviews with manager to director level management on each vertical
FINDINGS
Improve Customer Experience
Make reordering process easier
Help customers understand and set expectations of the order process
Make is easy for customers to manage the information required for their order; health information, physician information, insurance information, medical documentation
Reduce processing time of orders
Deepen relationships between Edgepark and their customers
Create perception that Edgepark is a healthcare authority; not an order taker
Create perception that Edgepark cares about their customers and is part of their care team to manage their condition
VISION
Keeping findings in mind, we focused on Improving the ordering/ reordering process super easy and also create a brand awareness
NEXT STEPS
PERSONA's
At this stage i have thorough understanding of requirements and pain points, I have created multiple personas who would be using in day to day activities. Eventually i have identified the additional features which needs to be developed to address the issues
BRAIN STORMING
By analyzing personas and pain points i came with feature set where must have, good to have features were captured. Product, Stake holders, business, were pitched in their ideas and finalized set of requirements in improving the application.
CARD SORTING / Nav Testing
After sorting out features and tools into categories, i have done a card sorting activity to get a feedback on primary / secondary navigation, after capturing the feedback Information architecture was finalized
Information Architecture
Task flows
TASK FLOWS
Before diving into wireframes we have completed task flows for complete application it came to total of 18 which captured all the requirements. Due to confidential work i cannot share all the workflows.
Search for doctor work flow
Wireframes
As a UX team we work across 8 teams helping build the designs ,with me being Onsite lead and rest of 3 in offshore. Once the task flows and user stories are detailed we dive into creating wireframes where i was responsible to lead and allocate the work among team based on the business and sprint priorities. As i continue working on wireframes will review the work shared by rest of the team and provide feedback and continue the same process until expected results are achieved.
USABILITY TESTING / PRototype
Once the wireframes are done with our internal review i share Axure clickable prototype with product owners. During the review process i will help them understand key changes proposed and rationale behind it. Depending on the product owners feedback we either make updates to wireframes or suggest an alternative options if needed and update the wireframes until we get a final sign off. Once final sign-off is completed we test it with external / internal end customers and share the feedback with product owners.
ADOPTING / CREATION OF STYLE GUIDE
Style GUide
We have created /adopted the current branding from Edgepark and created our own internal UX style guide for UX team where all the elements, interaction patterns,styles, fonts were defined for desktop,tablet & Mobile. This was our guiding principle while creating the wireframes.
VISUAL DESIGN
SPECS
Monitoring / Results
For external facing and Internal facing application i have conducted system usability scale after release of the product to measure the success of the design. With the help of development we have installed google analytics in the application such that we can track back the user behavior and make changes accordingly.
Achieved system usability scale of 9/10
Increased customer retention by 12%
Decrease in customer service call time by 8%