Led user research and defined the strategy for a provider credentialing app redesign effort
Note: To maintain confidentiality, mockups/images are blurred. Some details are generic for the same reason.
💼 Company
Aperture Health
👤 Role & Team
Myself, 1 PM, and 1 ENG
🤔 Product Context
The business team wanted to redesign their core B2B provider credentialing product to modernize it and provide additional value to customers.
🕰️ Timeline
May - June 2021
Identified stakeholder goals by workshopping with and interviewing stakeholders
Stakeholders wanted to:
Enable more strategic relationships by spending less time troubleshooting basic technical issues
Fit reporting capabilities into the user process
Enable self-service
Improve transparency of work in progress to clients
Defined an initial assumption of the actor ecosystem
Conducted 13 user interviews and 3 observations
I worked with my PM and ENG to develop the interview script. As we interviewed I learned credentialing managers had different use cases so I tuned the script when speaking to managers.
Understood and synthesized the end to end workflow
Created a user need gap analysis
Many user needs were unmet or had significant opportunities.
Distilled key insights, problems, and opportunities
🎯 The real issues
The value users needed were not delivered easily by this tool and ecosystem, which created extra work for them
Upstream problems outside of the tool manifested inside of it, creating additional issues for users and our Account Managers.
Selected a direction from many options and shared recommendations with stakeholders
Based on our discovery, I realized we had 5 approaches we could take. I defined them and worked with the PM to choose a direction for the project.
The recommendation
We recommended focusing initial efforts on improving upstream data quality since those created many issues for client users and internal team members. Fixing data quality issues would also set up the new app for success and allow unmet needs and pain points to be successfully solved for.
This strategy aligns with stakeholder goals. It provides Account Managers a path to spending less time troubleshooting client issues and focusing on the relationship. The new app built on top of better data creates a better experience for their clients by fitting into their workflow and proactively meeting their needs.
Given a merger that occurred during this project, we were not able to begin implementation of our recommendations.
✅ Impact
8
Unmet needs identified
14
Pain points identified
4
Feature opportunities identified
💡 Key Takeaways
Focus on use cases over personas when there's variability in "roles"
Compare stakeholder goals to what you find in your research to show impact
Push for analytics to be installed into older healthcare products to have a baseline