Simplifying Healthtech Patient Management
Created and refined scalable information architecture and design system patterns to improve sales and prevent churn of up to 1.6k users
Role
Lead Product Designer
Timeline
4 months (2021)
Team
1 designer, 1 PM, 3 developers
the challenge
Internal teams at the client were primarily focused on maintenance of the product and had limited capacity for innovative initiatives.
My team was brought in to inject some development speed and help drive the 2021 goal of modularizing the product platform
Impact
Modular product structure was developed that prevented the churn of nearly 1,600 users brought on in an acquisition.
design process
Research
Understand the existing flow and where dependencies block modular product structure.
Iterate
Explore new information architecture and user journey flows.
Validate (x2)
Test new proposed structure with users.
When unsuccessful, repeat iteration and testing.
Deliver
After successful validation, finalize designs and hand off to developers.
User Journey Exploration
I began by mapping out the existing user journey to understand the most common interactions points and where any dependencies existed.
Only once we knew our limitations were we able to begin iterating and proposing new solutions.
information architecture iteration
My team explored a variety of potential solutions that would allow for the platform to offer modular products.
Once we had exhausted our options and identified the top choices, we brought them to our client's team and discussed pros and cons until we selected a favorite to move forward with.
User Validation
We took the team's chosen solution and moved designs into a higher fidelity.
Once that was done, we brought our proposed solution to users. Our initial solution of accordion menus failed — users did not want any high level information to be hidden behind a click.
We went back to the drawing board and came up with an improved card structure that maintained information visibility. This version succeeded with users and was moved forward into development.
