At the start of 2014 I began working as a Senior UX Designer at the Advisory Board Company. Together with a researcher I worked on Crimson Medical Referrals – an enterprise workflow application used by medical offices to process patient transitions. The goal was to rewrite and completely redesign recently acquired software to suit new, more complex workflows, and a more sophisticated business model. The following two years were an incredible journey filled with failures and successes. At the end, as a lead designer for the application I am proud of creating not only a successful application design, but building a sound understanding and methodology for addressing the complex and diverse problems of enterprise software users.Read More
The business of enterprise applications is quite different from consumer based software. Often the people that purchase the product and have the power to request features never do one click within the application. At the same time user training, utilization and user satisfaction is scattered across services, support and training departments that often do not communicate together and do not focus on a unified user perspective.
A successful user centered design has to be based on a clear user strategy and understanding rather than limited to product requirements and basic usability testing.
To solve this problem I formed the User Engagement Initiative, which had participants from Delivery, Services, Product Management and UX. I used product discovery process to create a central strategy and framework for initiating, tracking and measuring user engagement initiatives: everything from training scripts to free t-shirts. This has become the platform from which we are building a deeper understanding of our users, and against which we evaluate our product strategies.
In the spring of 2015 the users of a legacy version of Crimson Medical Referrals in the state of Arizona had to transition into using the new redesigned version of the application. A multiplicity of technical complexities and a lack of development bandwidth made this a fairly complex problem with a potential for a usability disaster. My task was to design the transition workflow within the two applications. My first step was to connect with the delivery teams and design a synchronized online and offline strategy for user communication. We created a continuous experience across the two applications including: communication banners, independent information site, printed materials and even gifts. We designed a character – Maxine the cat, to assist with patient engagement and to be a user-centered brand for the new product. In the day of the transition I was personally in Arizona, visiting over 10 medical practices across the state. We followed the transition with a survey in order to qualitatively measure our success. The transition was successful and soon after we saw an increase in utilization across the state.
This was the first time in the development of the application when marketing and communication was entirely centered on our users and not on the buyers of the application. The success of a collaborative approach between User Experience and the Delivery and Services departments inspired me to form the User Engagement Initiative. (see CASE1)
Workflow diagrams start on a white-board in a room where my Product Manager, a developer and I are trying to map complex interactions between users and information in order to ideate a feature. As the feature develops, workflow diagrams become powerful documentation that ensures the correct implementation and testing of a feature. Workflow diagrams are a great way to make your developers and QA happy.Read More
For me becoming a designer has been an irregular process filled with successes, failures and interruptions. However, one consistent part of the process has been the constant production of ideas, images, interactions and relationships. Through this process I have left a trail of files, prints, web sites, and posts stored away on drawers, folders, CD’s, URL’s and even ZIP disks. Like an attic filled with life-long mementos, a design portfolio is filled with lessons learned, memories and inspiration.Read More