Doctor's registration flow - Simplifying the process for a seamless experience

Challenge:

Create a solution for registering and managing the documentation of accredited doctors. This transformation shifts the current manual process (done through forms) to a virtual registration system. Our goal is to align the product with relevant areas and validate the needs covered in this MVP, while also focusing on designing a user-centric platform experience.

Year: 2022/2023

Role:

Product Designer

Project Time:

1 year

Client:

Health Care sector

Outcomes:

• 40+ functionalities created and prioritized under 5 days of Lean Inception Workshops

• Decrease of registration time by 50%

• Top doctors' choice when they select hospitals for their professional requirements, thanks to the easy application process developed.

Understanding the scope

Due to the client’s time and budget constraints, we employ a design methodology that involves conducting research and discovery within a short timeframe.

We gathered initial insights about project expectations by interviewing key stakeholders. We decide to prioritize product understanding in a 5-day immersive workshop using the Lean Inception methodology. Our workshop contained stakeholders, key users, developers, scrum masters, project managers, product owners, and UX Designers.

In this instance, the client already had a predefined idea of the product, so our focus was on refining everyone's was on the same page of these points:

1. What is the product?

2. If you had to condense the product into three business objectives, what would they be?

3. What would the ideal product look like?

4. Who would be the users of the platform?

Hub for managing hospitals

The product will be a hub for managing hospitals, focusing on registering doctors. This will allow the company’s team to check doctors’ documents.

1

What is the product?

Some comments of the Lean Inception Participants about what the product is and what the product isn’t

We developed a matrix with the Lean Inception participants outlining the dos and don'ts for this activity. This was a significant step because we agreed that the product should be focused on doctors, not patients. This had been a topic of discussion since the beginning of the project.

2

If you had to condense the product into three business objectives, what would they be?

1. Efficient: The platform will improve the efficiency of professional registration data.
   One point highlighted by attendees and assistant doctors is that a significant amount of information gets lost or becomes difficult to update in a manual process.

2. Simple: It will simplify the relationship between the company hospitals and the doctors.

3. Top choice: It will enhance the company’s revenue. The platform must be compelling enough to be the doctor’s primary choice for their professional registration.

Efficient, simple, and the top choice.

3

A website that helps health professionals and hospitals communicate and work together.

Participants described their ideal product vision. The focus is on an integrated solution for the registration of health professionals, where hospital management professionals will monitor the registration of doctors to perform procedures/surgeries in hospitals.

Product Vision. What would the ideal product look like?

This was a crucial part of our discovery because it made the product's focus and target audience very clear to the client.

Template used to define product vision

Who would be the users of the platform?

4

We redefine the personas previously reported by the stakeholders focusing on the user and not on stakeholders' point of view. In the end, we identified 3 personas:

• Healthcare Professionals (Doctors): People who don't have time to waste on administrative tasks centralize all work on secretaries. They work for multiple hospitals and seek the one offering the best benefits.

• Secretaries/Assistants: They work in clinics and are responsible for all administrative activities for a group of doctors.

• Hospital Administrators: They work in hospitals and are also responsible for administrative activities such as validating doctors' registrations, communicating with the doctor's team, and negotiating with healthcare professionals.

Designing with the client

We created a low-fidelity prototype and presented it to the client as a sketch to validate the data with them. Based on the client's input, we developed a prototype website focusing on the design and brand for the next phase.

Samples of the “As is” process, the new site Mind Map, and finely low-fidelity screen samples.

Style Guide

Since the development team started building from scratch, I developed a style guide so the teams could create based on the following elements:

• Typography

• Colors
  To avoid accessibility issues, I developed a single guide with some contrast and color analysis based on WCAG criteria.

• Components
  Each component has an item description so that the team can fully understand the element's primary purpose and suggest improvements if needed. Since the teams mainly consisted of junior developers, having detailed components was very helpful for them in building the elements.

Some components of the style guide

One Platform
Unlimited Potential

Your platform for hospital management with the best benefits and facilities

Metrics and Learning

We received positive feedback from users about the new way to register in medical hospitals. The process finished much faster, cutting registration analysis time by over 50%, a significant gain for the company.

It was one of the most critical jobs in my career because I could see an end-to-end product from conception to delivery. I also worked closely with the development team and learned how important it is to design based on the technical team’s limitations. Without the team communication, we probably couldn’t have delivered the project on time.