Allergan – Botox UX Design   •   Interaction Design   •   Visual Design

Project overview

Allergan wanted to create a SaaS platform for medical service providers to enable patient management, provider management, service scheduling, online benefit verifications, managing claims, and ordering supplies. Brought on as the Lead UX designer, I was tasked with designing the entire platform experience. The project involved user research, wireframing, prototyping, user testing, visual design and developer handoffs.

Medical back-office operations get extremely hectic, and as the project required a lot of input forms and the display/manipulation of complex data, my goal was to design something that was extremely user-friendly, minimalist and high-performance.

User scenarios and user stories

Information Architecture & Sitemap

As a standard part of the UX process, I first created an information architecture for the platform. Having a concrete information architecture and sitemap of all the separate components provided a solid foundation on which to design the different parts of the product.

User personas

Defining the Registration Flow

Due to the variety and complexity of data medical service providers have to provide, designing the registration section for this product was not a "walk in the park” by any means. The registration section was one of the product's core components, and it needed to be minimalist and uncomplicated.

User scenarios and user stories

Designing the Account Setup

First, one of my aims with the design was for it to be branded, hence the choice of colors. Second, the account setup/registration was so time-consuming it needed to be broken up into manageable sections. My focus was on ease-of-use, consistency and clarity. The account setup process could take up to 30 minutes, so functionality needed to be designed so the process could be saved, and resumed at a another time.

User scenarios and user stories
User scenarios and user stories
User scenarios and user stories
User scenarios and user stories

Designing Account Management

Once the system was set up and running, the ability to manage the service provider's account also took on significant importance. Once again, simplicity and ease-of-use was paramount. Being a fan of minimalism and great usability, I focused on a clean, uncluttered interface where making changes was a breeze.

User scenarios and user stories
User scenarios and user stories
User scenarios and user stories
User scenarios and user stories

Results

When testing the platform, we received a lot of positive feedback from medical service providers and company stakeholders alike about the speed, simplicity and the system’s overall ease-of-use.

The company was very happy with the final product as it enabled them to provide a branded, world-class platform for medical service providers—increasing brand perception and providing significant cost savings.

What I Learned and Key Takeaways

This project presented a significant challenge because I needed to design something colorful and branded around a typically mundane set of tasks such as account setup and management, patient management and ordering supplies. Coming up with a rock-solid foundation made up of information architecture, sitemaps and user-flows really helped navigate a complex design process.

I also learned that following form design best practices is very valuable, as well as focusing on simplicity, ease-of-use, and minimalism all of which enabled me to design a higher-quality, more pleasant experience.

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