Problem
A medical billing company wants to stop communicating through a combination of emails and spreadsheets that were hard to keep track of and update.
Goal
Our goal was to design a desktop web app to send and receive requests for information. The app needed to be easy to use, easy to track, and have the ability to control visibility for different user types.
Impact
-Reduced time spent managing emails and spreadsheets
-Better accountability when things go wrong, through history logs
-Smoother workflows when handing off a request to another team member
-Better customer service by controlling which internal messages are seen by clients
The Process
1. Understand the user
Some of the methods we used to understand the users were:
- Subject Matter Expert Interviews
- User interviews
- Usability studies
- Feedback workshops
- Competitive audits
Miro board from user interviews
2. Iterative & Collaborative design
We were in constant contact with our client to be sure we were creating something that met their needs.
Most of our design decisions centered around:
-What columns should the grid have?
-How do we let the user know they need to do something?
-What should we show and hide in the side panel?
Iterations of the side panel design
3. Deliver app design to client
The final product was centered around a sortable, filterable list of requests (in a grid), a side panel to "work" the request, and some pop up modals to perform other actions.
Final outcome
Our client was very happy with the final product and it is saving them many hours previously spend on inefficient communication methods.