ux • ui case study
2020 - 2023
EMPOWERING NETWORKS
REDESIGNING VENDORMATE'S WEB APPLICATION
As Design Lead, I created an optimized Design System for Global Healthcare Exchange's s many B2B SaaS web and mobile applications that ensure the secure ingression of vendors and suppliers at healthcare facilities nationwide.
TEAM
GHX Product Team
Our UX/UI consultants
VALUE PROPOSITION
Vendormate is GHX's credentialing vertical that protects healthcare providers, vendors, and patients through various monitoring solutions verifying visitor authorization and credentials upon ingression.
x 3 Product Managers
x 1 Director of Product
x 3 Designers
x 1 Researcher
200,000+ vendors
CONTEXT
GHX, a healthcare supply logistics company, hired our consulting team to unify its omnichannel credentialing vertical's solutions for existing and prospective users during the COVID-19 pandemic market disruption.
THE ASK
To optimize Vendormate to ensure vendor compliance by stressing the cost of their noncompliance.
DATA-RELIANCE
To balance user and business priorities, we based the redesign on user insights extracted through our unique multi-pronged qualitative and quantitative research methods.
USER
ADVOCACY & UXR
Rather than emphasize the cost of noncompliance, we implemented a gamified token economy facilitating credential management and compliance for on-the-go users. We additionally recommended personalized compliance tools and actionable usage insights for GHX's backlog.
Here's why
" Running around hospitals figuring out where to park,
how and even where to check in is a constant battle. "
KEY USER INSIGHTS
Our preliminary Competitor Analysis revealed that Vendormate champions superior document archiving and client relationship management users value which they modestly understate compared to their competitors.
Moreover, rather than user reluctance, cross-referencing GHX's Customer Support closed case data and our Asymmetric Cluster Matrix revealed that the challenge for users is accessing these valuable tools while chronically, urgently on-the-go.
Now on Sale
Users Groups?
" It's hard to keep track of all the hospital names per jurisdiction alone. Then there's figuring out the website... "
HEURISTIC EVALUTION
Our Heuristic Evaluation and Cognitive Walkthrough identified high-level opportunities to elegantly update the UI, but also improve usability for our roadrunners.
USER RATINGS GOING IN
1.3
1.1
As consultants, we took a peak at the harsh user reviews available online inspiring our clients' declining user empathy. In addition to learning the prevalence of user pain points, but also user frustration, we held a behind-the-scenes goal to tread lightly and rekindle the relationship between the users and product.
DESIGN PRIORITIES
focused on streamlining the user journey end-to-end by empowering users with personalized, gamified features fast-tracking 6 compliance goals.
GAMIFYING COMPLIANCE
SME consultations and our discovery refined users' primary compliance goals inspiring these 6 dashboard modules:
M2 Compliance Status
M3 Interactive Prospecting Map
M4 Progress Tracker
M5 Usage Analytics & Badging History
M6 Healthcare Network Registration Status
TEAM PURVIEWS:
UXD1
UXS2
me :)
" As vendors, we do the best we can, but it's a lot of paperwork and upkeep to get it all right. "
EMPOWERING USERS IN LO-FI
Powered by research insights, we zeroed in on priority value-adds and the larger product strategy during design thinking sessions. The following low fidelity wireframes demonstrated how variegated feature priority impacts the dashboard's overall look and feel.
CLIENT EXCITEMENT
Our iterations allowed GHX's product team to rekindle their zeal lost to harsh end user feedback. Creating an environment conducive to tackling long overdue redesign is my favorite part of design & consulting work. Truly, together we forge the best possible through our unique amalgam of multi-disciplinary expertises, solution agnosticism, unrelenting optimism, and unparalleled creativity.
" Can you add more CTAs for users to Connect with Health Networks? "
" Bedazzle it with all the bells and whistles! We want to use this to propel our other products into 2020. "
" We need three system messages top and foremost at all times. Add a calendar module too! "
↓ physical load
ux goal 2
↓ cognitive load
ux goal 1
↓ emotional load
↓ emotional load
ux goal 3
MADE WITH
Compliance in healthcare covers various state and federal regulations related to patient safety, the privacy of patient information, and billing practices.
COMPLIANCE ?
ADVOCATING FOR MINIMALISM
To strategically curate priority features, we cautioned against clutter and featuritis demonstrated through HeatMaps which visually demonstrated the undeniable clarity scores, but also the difference between top user behaviors and user interactions.
INSPIRED BY RESEARCH
When our findings revealed that vendors are most interested in client relationship management and expedient on-site entry,
I proposed a module which simplified gauging one's facility access and client relationship by pairing user compliance status per appointment by facility.
LO-FI MODULE CLOSEUP
CARD SORTING TEST OUTCOME
Although the credentials and policies required vary per visitor role and intended area of access within a facility, our product team unveiled 6 major buckets completing a user's upcoming appointment readiness.
Criminal Background Clearance
National Registry Clearance
State Registry Clearance
Secure Vendor Clearance
Annual Tuberculosis Test
Seasonal Influenza Vaccine Certificate
Measles, Mumps, Rubella Vaccination
Varicella Immunization Certificate
COVID-19 Precaution Training
HIPAA Training Certificate
Bloodborn Pathogens Training
Infection Controls Certificate
EMTALA Training Certificate
Radiation Training Certificate
...
Workers Compensation Insurance
Certificate of Insurance
Company Badge
IRS form W-9
Professional License
Competence Checklist
Role Description
Identification Photograph
COVID-19 Policy
HIPAA Agreement
Code of Conduct
Ethics Policy
Parking Requirements
...
Color Inspiration?
Uniting the best of Healthcare
READY TO TEST - M1
Adding the appointment status, meeting details, and microinteractions finalized this module's preparation for testing.
USER INTERVIEWS
Design decisions were finalized based on research as well. We asked participants to verbalize their observations and thoughts aloud while naturalistically exploring our high-fidelity prototype. As a priority, we evaluated how efficiently they navigated the site to accomplish their go to tasks. We also inquired whether our new modules helpfully simplified daily user goals.
6 user participants
10 primary tasks
60 minute sessions
" Everything is really smooth and intuitive. I'd be able to navigate without any further information or support."
5 / 6 users
MAJOR FINDING
Although our tests validated most pre-test assumptions, we learned users still wanted more options around creating and managing appointments with their clients.
" More appointment features would really help my teams and my business. "
6/ 6 users
DATA SYNTHESIS
To quantify qualitative data, I synthesized participants' feedback into actionable insights used over the course of three years once I was recruited as Vendormate's Principal Product Designer.
DESIGN REFINEMENT
Post-test, we finalized research-defined, refined design recommendations emphasizing value-add features that GHX and users both value most.
" I need to make batch appointments because my company services many departments within the same facility. "
2 / 2 users
" These alarms and 'Note to Self' options are just great! "
6 / 6 users
7
" Wow, this is the exact information I'm looking for the day of or even the night before in preparation for a visit!"
5 / 5 users
" The statuses would definitely get me to update my credentials because I'd want to log in and see everything marked green all the time. "
5 / 5 users
PARTICIPANT FAVORITES
" Where is this on the site today? This would be so helpful. "
4/ 4 users
" Having my Upcoming Appointments front and center is exactly what I need! This is exactly my primary interest here. "
6 / 6 users
METICULOUS DOCUMENTATION
To guide our client's offshore developers, I compiled annotated handoff documentation pairing the research insights informing scalable design decisions, business value, but also future opportunities that research participants inspired. These findings resulted from placeholder content, I had proactively, independently designed, that participants unexpectedly responded positively to.
"The Credentials Page is really nice--much, much nicer than any other platform!"
3 / 3 users
"These pop-ups make each step so much clearer than before!"
2 / 2 users
OUTCOMES
With our holistic design process, GHX walked away as strong user advocates with solutions they initially did not think were possible. Though catalyzing product reinvention is always additionally rewarding, our greatest contribution was sharing our style of user-centeredness. It was especially humbling to instill such User Empathy in a burned out team. Seeing our UX impact, GHX thereafter invited me to join their team full-time. Thereafter we continued to enhance several products based on user research I conducted.
preview our outcomes
