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Case Study

Creating a Seamless Customer Experience Through Data 

About

The client offers solutions that facilitate patient management and treatment. Their platform is designed to assist medical professionals with tasks such as patient enrollment, glucose monitoring, and carbohydrate treatment management. 

Challenges

  • The outdated user interface (UI) and lack of a comprehensive brand style guide made it difficult to create a cohesive user experience (UX). 

  • Complex workflows like patient enrollment, glucose entry, and supplemental carbohydrate treatment needed to be simplified. 

  • Ensuring the system was user-friendly across multiple devices (desktop, mobile, tablet). 

  • Medical staff had varying levels of technical expertise, adding to the challenge of creating an intuitive design. 

  • Real-time data integration had to be seamlessly incorporated without overwhelming the user. 

  • Heatmap data indicated areas of friction, which required optimization of navigation and workflow execution. 

Our solutions

  1. UI/UX Redesign:

    • Utilizing Figma, the design team revamped the interface with reusable components and clear navigation flows. Feedback from client demos was incorporated into the design process. 

  2. User-Centered Workflow Design:

    • Tailored workflows were created for tasks like starting a new patient, completing enrollment, entering glucose values, and managing supplemental carbohydrate treatments. 

  3. Responsive Multi-Device Design:

    • The system was optimized for desktop, mobile, and tablet, with customized interfaces to improve usability on each platform. 

  4. Heatmap-Driven Improvements:

    • Heatmap analysis helped identify and resolve navigation issues, leading to larger buttons, simplified forms, and more prominent recommendations and alerts. 

Outcome and Metrics of Success: 

  1. Improved User Experience:

    • The new design received positive feedback, with users reporting reduced time spent on key tasks like patient management and glucose monitoring. 

  2. Streamlined Workflows:

    • Navigation was simplified, and workflows became more efficient across all devices, reducing user drop-offs during processes such as enrollment. 

  3. Enhanced Engagement:

    • Heatmap data showed improved engagement with critical features after design adjustments, including larger buttons and clearer recommendations. 

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