Project Details
Requirement
A medical technology company with its presence worldwide, is looking for a User Centric Design solution. This project is about a health care service provider looking for digital solutions to strategically and efficiently manage their internally generated data and build a transformation platform for their daily internal purposes. The goal of the project is to define red routes, set up a proper information architecture across many horizontals to organise, structure, manage and collaborate the data accordingly through the intercommunication channel, which will also help the business stakeholders to run analytical tools to mine statistical data.
Business Goal
Besides being competitive to the outside world, the company equally focuses on maintaining internal collaboration to a large extent that reaps benefit to the business in the longer run through data analysis and user flow analysis of how efficiently the staff communicate, how organised the departments are and what needs to be improved.
Exploration
Users of the Product
The project primarily focuses on building a website for intercommunication for all the staff of the hospital throughout all the horizontals. So, the range of users are wide which includes Receptionists, Lab Assistants, Physicians, Surgeons, Therapists to name a few. With more people, comes more probability of miscommunication and mismanagement.
The users are very confused about how to log and manage their everyday details into a system that is open ended despite being super self-organised. All that the users needed was some sort of a generalised digital space where they could log in and track their everyday events, which would also indirectly enhance the quality of internal staff management. Besides all these, the focus point being the business also wants an effective medium through which they can organise and extract statistical information from all the raw data collected.
Recalibrating the Users
First level users are- the data analysis team, major members of the business and the stakeholders who would make use of the website data directly for improving the company. The second level of users are made up of- all the staff members who will use the intercommunication website daily for their tasks.
Research
A qualitative research was carried out, which focuses on statistical understanding of the value behind the data generated. The research revolved around parameters important to set up successful intercommunication and help drive business. The project settled on taking the- Interviews and Expert Review research method due to crunch of time, coordination across geographical locations and budget constraints.
Design Process
A group of employees across the horizontals were interviewed and their pain points were noted. All the points were summarised into a report and made use of for drafting User Centric Design solutions. It came to light that every staff member wanted a standard platform for communication and organisation in order to function effectively. So, we had to identify and generalise common problems for all the users and work in parallel with what the business exactly wants from the data driven design. Additionally, with the help of an onsite technologist the content and Information Architecture were put into place while keeping them as intuitive as possible. The critical parameters were identified, standardised and mapped on to their relevant fields and then were made available to all its users. Different interfaces were designed for different users such as- Admins, Stakeholders, Analytical team to name a few. First, the designs were run through the Expert Review Team and, post a few changes the prototype was released for user testing before the product went live.
Solution
My Role
As a Digital Consultant, I was responsible to collaborate with the onsite technologist and the analytical team to understand the technical design aspects and brew the strategic elements. Initiated and conducted interviews with users, the delivery manager, project manager, and architects. After understanding the users, needs, pain points, modules, logical flow, content, business, I designed the information architecture, the projects logical flow and built the initial wireframes. Built digital design solutions in coordination with design and development teams.
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Result
Post production, the stakeholders were happy to learn that their decision to build an intercommunication channel was indeed a necessity. As an overall team, we received great appreciation for our customer centric design solution, thanks to the visual design and development teams. We were appreciated for enabling a solution with good usability which logically simplifies concepts for effective capturing and processing of data in the given time and financial budget.