The Ask

To better prepare MedPro employees to navigate a future where the majority of their current tasks would be automated, giving them the time and reliable information to build and service customer relationships.

The Outcome

The journey from concepts to final designs took place over a series of design sprints. Collaborating with a team of interaction designers I worked in tandem to define the look and behavior of the system.

This phased approach provided many opportunities for client collaboration, technical vetting and user testing to inform refinements along the way. The agile workflow ensured solutions not only met the clients needs, but were feasible from a build perspective.

The Process

Part of the work consisted in the development of experience principles that guided the work throughout.

The design language expanded the employee, agent and customer experiences resulting in one cohesive enterprise system.

Experience Principles

1. Help me be efficient

2. Be flexible when I need something

3. Be transparent about the process

4. Personalize the experience to me

5. Coach me through complexity

6. Anticipate my needs