Timeline
Role
Platform
Healthcare Hybrid App
Tool
Problem Discovery
Healthcare professionals have no proper channel to inquire about the equipment they have purchased.
Medical device sales have increased, resulting in more customer inquiries. Currently, after purchasing a device, customers must search for information on the website or contact sales representatives to schedule meetings. This process is inconvenient and underscores the need for an integrated platform that provides quick access to device information and direct communication with representatives.
"How might we effortlessly connect both sales representatives and healthcare professionals in a seamless flow?"
Project Require Scope
Bridging Gaps, boosting connections: a unified solution for healthcare and sales challenges
Healthcare Professionals’ Goals
Quickly find clear information on medical devices
Easily schedule consultations on preferred dates
Sales Representatives' Goals
Confirm customer bookings and manage schedules
Conduct customer consultation calls and 1:1 chats
Business Objectives
Drive new inquiries and consultation bookings
Enable seamless connections between sales representatives & users
Increase device purchases through product consultations
Constraints
Strict internal regulations due to being a medical products company
Time zone differences when meeting with U.S. headquarter
Issue of integrating external 1:1 live chat into the product app
Key drivers
Streamlined access and effortless scheduling
Easy Search
The interface is designed to provide intuitive access to the medical device information users need immediately. With options like category search, keyword search, and barcode scanning, users can access the desired product directly without navigating through complex menus and steps. The design minimizes the time spent on searching for information by considering the user’s workflow, ensuring they can quickly find the information they need.
Easy Booking and Changes
Healthcare professionals can easily manage appointments, cancellations, and changes with a streamlined scheduling process. The booking flow is simple and intuitive, allowing users to complete reservations with just a few clicks, and changes can be made quickly. These updates are automatically reflected to sales representatives, ensuring smooth communication and efficient scheduling management.
Understanding user needs and workflow challenges
Through interviews with over 10 Medtronic customers, we gained valuable insights into when and why they need information about medical devices. Additionally, through interviews with internal sales representatives, we developed a deeper understanding of their workflows, allowing us to empathize with the challenges they face.
“The most significant need we uncovered among customers was
the desire for quick access to device information, especially when unexpected questions arise during their work.”
Since mobile calls do not retain any records, they have to be manually documented. As a result, they struggle to track customer inquiries and appointment cancellations.
How might we help users intuitively find medical device information?
How might we reduce the manual workload of sales representatives?
How might we enable both user groups to achieve their respective goals within a single app?
Setting up the structure
Beginning with the initial product concept provided by the client, I developed an Information Architecture (IA) that effectively organized all the features. This IA became the foundation for establishing the hierarchy of elements on each page, which then guided the creation of low-fidelity wireframes.
A unified solution for effortless information and appointment management
Key Driver 1 : Easy Search
Key Driver 1 : Easy Search
Key Driver 2 : Easy Booking and Changes
For Sales Representative
Information Architecture
Gained a deeper appreciation for the significance of clear information architecture (IA) in organizing features and guiding user flows effectively.
Collaboration and Feedback
Emphasized the importance of collaborating with stakeholders, including the client and CTO, to align the design with real-world needs. Learned the value of continuous feedback and iteration in refining the design and ensuring it met both user needs and business objectives.
Project Learning
Reinforced the importance of prioritizing the user journey to create a user-friendly experience that meets business goals. Strengthened problem-solving skills by designing a solution that simplifies processes while maintaining a high level of functionality.
