2 designers, 1 product manager,
5 engineers, 4 marketers
User experience, interface design,
simplyifying omnichannel journeys,
user research & testing,
January 2020 - October 2020
2 designers, 1 product manager,
UX design, UI design, UX collaboration,
User research, A/B testing, Design system
2020 - 21
Exeevo Omnipresence application helps the clients in healthcare businesses empower their users - sales, admins, and medical representatives to manage schedule and market their products to external stakeholders.
This app directly improvises their customer experience for healthcare professionals, patients, business partners, and other stakeholders. It is available across numerous devices and channels.
I co-worked on the app redesign, which focuses on simplicity, accessibility, and ease of use. I primarily collaborated with product managers, business leaders, and engineering to define the vision for the product.
I owned multiple functionalities for the redesign, and have showcased a few outcomes in this project.
Note: In this project, I will only discuss the outcomes of some segments I majorly focused on during this redesign. Please reach out to me for more details.
Every client user is different and so are their expectations, hence the redesign aimed to adjust some factors to align business needs along with offering the best experience possible. Also, as the company was maturing, it needed a unified UX design and a brand-consistent look and feel.
During research, we gathered more gathering inputs from the stakeholders and this gave us more insight into specific user problems and business needs.
Based on which, we identified primary focus areas for the redesign -
The following is the breakdown of steps followed for this project.
Initial research - Gather customer pain points, needs and wants from the research
Heuristics evaluation - Look into existing app to identify current usability issues & conducted an overall audit of the app
Establish key user tasks - Identified from stakeholder interviews & reviews, funelled further by user segment values
Prioritise goals - Based on customer values, business values, design and development efforts
User journey mapping & task analysis - Identify user flows and requirement gathering for all use cases and edge cases
Design iterations and concept testing - Ideate on different concepts to test for new ideas and innovation through designs
Usability testing and documentation - Test and document the final design based on usability feedback
Developer hand-off and and walkthroughs with QA
The older framework of the app was limited to toast notifications as a way of indicating errors and messages. Since the app is mostly network-dependent, apart from the ideal state (online) there's a range of states users might end up in where the network is patchy, content loading, sync taking more time, performance limitations, and other technical roadblocks.
Hence, I came up with a better communication model that would reduce user anxieties during such moments and give them a clear way ahead. This included solutions for such blockages and we also incorporated a user quick survey at the end of each session, providing them a direct dialogue to us. These experiences later contributed to the product’s overall communication guidelines.
During this project, I also worked on designing a digital assistant that is integrated into the main framework of the mobile and web app. It helps with admin tasks like meeting recording, scheduling meetings and pulling up relevant customer information while on the go.
The assistant also helps field teams keep track of their KPIs more easily and surfaces insights on what actions would be the most impactful to improve the customer experience.
During the redesign project, I worked with the design lead to curate the new style guide and design system for the redesign of the app. I also curated the guidelines for our web portal solutions were easy to use across all channels though the following practices:
Minimal, purposeful use of color
Typographic hierarchy and contrast to make important information stand out
Similar component layouts that repeat throughout the application
Consistent brand language that was visually calming for the users
This helped in streamlining the design and development workflow, and acts as a single source of truth for a scalable UI and streamlined UX guidelines.
The revamp resulted in a huge success, users found the new experience more intuitive and the conversion metrics were higher drawing new users to the app.
Business Impact - The redesign resulted in a huge success and was very well received by the existing clients. Consecutively, this was successful in targeting new clients to the business.
User Impact - The users found the new ux changes more intuitive and most of them highlighted the execution of business process very helpful.
Conversion metrics - The metrics were much higher after the launch of the new redesign.