A Self - service surgery kits booking platform
The healthcare company offers medical supply loan services to hospitals across the world. Current challenge: Currently, their customers rely on phone calls and emails to book the surgery kits which is time-consuming and cost lots of manual effort.
In this project, our design team help the client develop - MyBookit application that
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This is an application that allows hospital staff and their Sales representatives to book surgery kits in an easy and intuitive way. This is a global platform that consolidated experience of ordering medical supplies, in the UK, Spain, Germany, the USA, and Switzerland.
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In the project, I helped the healthcare company transforming its offline process into a digital experience through understanding user needs, simplified the complex process into user flows and digital interfaces. Through validation assumptions and make sure we deliver value to users.
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Client
Medical / Healthcare industry
My role
UX designer
Interaction designer
Team
Product owner
Researcher
UX / Interaction designer
Visual designer
Development team
Time
2020. June.
“How can we transform an offline loaning process to an easy-to-use online self-service solution that people will eagerly adopt?”
Understand phase
During the understand phases, 12 Sales reps and 11 customers ( hospital staff) respond to Persona online survey. 5 Sales reps in-depth phone interviews. 3 sales rep observation during their workday ( Job shadowing ). 7 sales rep participate group interview discussion.
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Customer journey workshop with stakeholders
To identify and prioritize the scope. I facilitated a customer journey workshop with stakeholders and the design team to understand the scope of project and prioritize the business needs in order to identify the goal of our first MVP.
Customer journey mapping
Complicated back & forth process of booking a surgery kit
With the insights from users during understanding phases, a customer journey was mapped out. Together with the insights form workshop, the process mapping bellow showed a view of how different users during the process interact with each other and what actions will be taken in order to complete a booking process.
Identify detail user flows
After understanding the overall customer journey, different epics and user stories were identified. The next step is to take a closer look into all user flow in detail, including happy flow and alternative ones.
Product design phase
In the design & implementation phase, it is an iterative process. With a clear identification of user flows, page content and design can take place. Quick wireframes and idea sketches is a nice tool to check with a product owner, visual designer and developers about all the possibilities.
Wireframing with combination real content, to discuss with the researcher and design team. Making sure the user value is well incorporated. During the internal design review and brainstorm process, most of the time good ideas will be generated.
Simple digital wireframes are using to check the interaction and reducing visual style can make sure users focusing on the content, user flow, and interaction, which are the essence of design to incorporate user requirements.
Remote usability testing
Usability test session, remote testing session held due to the constraint of COVID situation, I conducted 3 interviews and usability tests in each week during our sprint development. To validate our assumption and make sure the product we create is easy to use and deliver value to users.
Product design & Impact
Clear and easy guidance, with all the domain knowledge implemented in the platform that makes either a newbie nurse or an experienced sales representative book their surgery kits within simple three steps.
3 Steps easy ordering - Book your surgery kits within 5 mins.
Empowering users - Reduce the dependency on emails and phone calls with Sales representative or Customer service
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Give suggestion proactively & find solutions for user to reduce the frustrating experience
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Provide help when users feel unconfident - ask Sales representative for booking review through platform
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Show transparency of deliver schedule & let users feel in control
Cross-platform solutions
Users can easily make a booking from desktop or booking on the go when on their phone or tablet.
