Works for
Overview
Reporty is a software company which focused on developing a communication platform for after care treatment.
As the organization recognized the need to be more specific in their business, Reporty take a leap to pivot their business from only talking about after care to be the company that manage the communication between patient and clinics.
The goal was to change the business process, from having the agent for every part of the communication, to be one agent to fulfill all the communication.
We called it Unified Agent Project. The purpose of this project is to make sure that our agent could give a personalized answer, based on the input thorough the system.
Starting Point
Before starting my part as a UI/UX designer, I joined the meeting with my team to discuss about the project. The outcome from this discussion is not only the list to be analyze and also the problem we face right now as a communication provider.
From the discussion, we have five key point that we should fulfilled when doing this project.
- Instant Availability Booking
- Dynamic Rescheduling
- Seamless Patient Cancellations
- Day-of-Arrival Confirmation
- Unanswered Question Reflection
The Process
Design is a process to create a meaningful things or journey for everyone involved in the end product
I started the designing process by creating a user journey for three user that will impacted by the updates. It’s Patient, Receptionist and also the Doctors.
By mapping the process, I could understood the needs of each user and what kind of opportunity that Reporty could take. Since we’re focusing on enhancing the communication flow, we extract the feature needed based on this analysis and also the five key point mentioned before.
The Next Step
I team up with my colleague to synthesize the feature based on the analysis.
We know that there’s step missing for this to jump into a design, but we’re not given enough time to synthesize and design it. So, we decided to give our best at synthesizing it.
It’s also the point of designer that I learned from my experience.
The real world is not the same as the bootcamp situation. Nothing is ideal in here. To make an impactful design, you’re not only need to follow the instruction, but you need to be flexible and find a way to minimize the friction and do a good job.
After creating the user flow and list of feature we’re starting the design. The design itself comes fast, we only can do the design for one day to cover all of the proces.
At first, we think we can’t make it.
But in the end, we did it.
The Outcome
Since the communication process is technical and clinical responsibility, my task here is to develop a full journey UI for the receptionist to help receptionist to manage the appointment with smart scheduling system.
Before creating the full UI, we listed every detailed feature and the impact for other users. That will help us understand what should we add and skipped in the design.
After that, we start designing for hundred page (for the concept and the final one) then handover it to the technical team.
From this project, I learn a lot about the necessary of choosing the right method to do the job. Each method help us understand something from different perspective.
But, to choose the right method, it’s depend on the state of the project itself and also what kind of method that easier for us to explain the findings to the stakeholder. Thus help us to decide what to do next in an efficient way.
The user journey maps help the stakeholder to have a broader mindset and understood the pain point of any step user will take. And that’s a good approach to make us standing in the same shoes.