Overview
Our customer care department had been using separated antiquated systems to solve complicated customer pharmacy med issues on the phone in real time. They needed an integrated UI - everything in one place.
We needed to turn this around as fast as possible for a quick win. We were going to work iteratively, building the UI, and then meeting with the business to get their feedback. Then adjusting the UI until the business agreed that the UI will do what they need it to do.
Role:
I worked as a combination of UX Researcher and UI Designer.
Modules Needed:
- Phone call management
- Secure User Identification
- Tracking/communicating with new and legacy systems that house patient, pharmacy, Pharmacy Benefits Manager (PBM), broker and client data
- Issue ticketing
- Care agent tracking
Problem
Too many screens and separate systems making it very difficult to keep track of information. Very complicated legacy system to track and ticket Member issues. Also making it difficult to train new agents.
Solution
Under the time constraints we couldn't integrate every screen. We needed to integrate the information from separate APIs, as well as ability to track Member issues in the same place.
UX Research
We had a huge library of video recorded customer care phone calls. I watched hours and hours of these calls to determine he user flow/process that the agents used to navigate their current systems. I took notes from these calls to compile user flows.
Some of my notes from viewing video of past Member issue calls:
One of my Journey Maps created from my notes:
Initial wireframe:
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Design
I had never worked on anything quite like this. We had no product owner, no documentation (aside from my notes and designs), and no requirements. Luckily, our Customer Care team were so helpful and engaged throughout the process. We also had an amazing group of engineers that were able to set up a solid infrastructure quickly. The final design:
Development
Built in React, using Ant Design System.
