Streamlining Healthcare Appointments
Transforming how medical offices schedule appointments with pharmaceutical representatives through targeted, user-centric design enhancements.
Overview
Introduction
Imagine Sarah Johnson, an office manager at a bustling oncology clinic. Each day, she faces the challenge of scheduling appointments with pharmaceutical representatives, often resulting in mismatches that waste valuable time and resources.
Our goal aimed to refine the scheduling process, ensuring every appointment is productive and meets the specific needs of both medical staff and pharmaceutical representative
Objective: The project aimed to refine the appointment scheduling process within a medical office setting, focusing on enabling office managers to efficiently target pharmaceutical representatives with specific, relevant information needs.
Scope: My role spanned UX research and design, collaborating closely with a product manager and lead developer to integrate essential features into an existing platform without disrupting user workflows.
Initial Problem Statement
Challenges: Office managers frequently encountered inefficiencies and mismatches in scheduling representatives, which often led to unproductive meetings and wasted time.
Needs Addressed: The redesign sought to preserve the core functionalities of the existing system while introducing strategic enhancements to filter and categorize appointment types effectively.
Problem Statement: : Office managers frequently encountered inefficiencies and mismatches in scheduling representatives, which often led to unproductive meetings and wasted time. This inefficiency undermines the clinic's ability to provide timely patient care and stay updated with the latest treatment options.
“Mismatched appointments steal time from patient care. We need to ensure the right information reaches us when it matters most.”
Overview
Objective: The project aimed to refine the appointment scheduling process within a medical office setting, focusing on enabling office managers to efficiently target pharmaceutical representatives with specific, relevant information needs.
Scope: My role spanned UX research and design, collaborating closely with a product manager and lead developer to integrate essential features into an existing platform without disrupting user workflows.
Initial Problem Statement
Challenges: Office managers frequently encountered inefficiencies and mismatches in scheduling representatives, which often led to unproductive meetings and wasted time.
Needs Addressed: The redesign sought to preserve the core functionalities of the existing system while introducing strategic enhancements to filter and categorize appointment types effectively.
Problem Statement: : At the outset, the perceived problem was straightforward: Inefficient scheduling and frequent mismatches between oncology clinic needs and pharmaceutical representative expertise are leading to unproductive meetings and wasted clinic resources. This inefficiency undermines the clinic's ability to provide timely patient care and stay updated with the latest treatment options.
Stakeholders and User Impact
Primary Users: Office managers who are responsible for the efficient operation of medical clinics.
Persona
Influence on Design: Feedback from office managers like Sarah directly shaped the development of new features, ensuring the solutions addressed real-world frustrations.
Design Process
UX Research Techniques
Research Techniques: Discovery: Started with stakeholder interviews, including office managers, physicians, and pharmaceutical reps, to understand their needs and pain points. We synthesized the research we gathered in to 3 points:
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Insight Description: Office managers and medical staff frequently encounter inefficiencies due to the misalignment of pharmaceutical representatives’ expertise with the clinic’s current needs.
Key Finding: There is a critical need for a scheduling system that not only manages appointments but also ensures that representatives with relevant and timely drug information are matched with the clinic’s immediate medical requirements.
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Insight Description: Current scheduling systems often lead to time wasted on unproductive meetings, which could otherwise be spent on patient care or other critical tasks.
Key Finding: Implementing enhanced filtering options and features that allow for more precise scheduling can significantly reduce administrative overhead and improve operational efficiency.
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Insight Description: Delays in receiving updates about appointment changes or representative availability can cause disruptions in the clinic’s workflow, affecting patient care.
Key Finding: There is a strong demand for a system that provides real-time updates and effective communication channels, ensuring that all parties are promptly informed of any changes or necessary information.
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