One of the final designs
Allergan aimed to create a SaaS platform for medical service providers to enable patient management, service scheduling, benefit verifications, managing claims, and ordering supplies. Brought on as the Lead UX designer, I was tasked with designing the entire platform user experience.
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 minimalist, fast, and user-friendly.
The look-and-feel was constrained due to branding to be followed.
One of the final designs
As a standard part of the UX design process, I first created the information architecture for the platform. Having a solid information architecture and a sitemap provided a way to optimize user experiences when designing different parts of the product.
Medical service providers have to tackle a lot of complex data. Designing the registration flow for this product was extremely challenging because it had many moving parts and requirements yet it needed to be minimalist and user-friendly.
Going through this process with many iterations and optimization helped me improve and polish the UX.
The design had to have brand alignment, hence the color choices. The account setup/registration was so time-consuming it needed to be broken up into smaller chunks to avoid cognitive overload. My focus was on usability, clarity, and speed. The process could take up to 30 minutes, therefore, the system needed to have the ability to save the process and resume it from where it was left off.
Registration user-flow screens
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 were paramount. Being a fan of minimalism coupled with great usability, I focused on a clean, uncluttered interface where making changes by users was a breeze.
When user-testing the design, we received a lot of positive feedback from medical service providers about the speed, simplicity, and overall usability.
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 positive brand perception and providing significant cost savings.
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.
