A simpler and more robust pandemic identification and mitigation application
Disclaimer: Due to non-disclosure agreements, some details have been intentionally modified or omitted from this project.
Before the Enterprise Health Portal (EHP) was created, the client provided its customers with a convoluted matrix of Excel documents with technical medical references, including upwards of 500 supporting medical documents. The product frequently caused user confusion when it was needed most - during emergencies.
I lead the design for the EHP - a completely new enterprise application that allows users to:
I worked with the client to gather usage statistics about how the product was being used. The information provided showed that customers were confused and quickly overwhelmed using the product. As a result, many valuable product features were being overlooked as a result.
One of the crucial decisions in the application was deciding how different users saw information. For example, a junior-level employee needed certain information to support the team, but the director at corporate headquarters may need some, if not all, of the same views and more. Determining the best pattern to show this information to each user type proved to be challenging. In this picture, I am working with my Project Manager to understand the constraints of the technology and teaching her the flow to access default and custom templates.
After various sketching and whiteboard sessions I started building the clickable wireframes in Axure 7. I was lucky to have a client who was eager to see the product launch at its potential, so we often held design sessions over GoToMeeting, allowing for rapid iterative designs and discussions around key user flows, features, and constraints and cost-benefit trade-offs during these meetings. Please see below for an early clickable prototype of the dashboard functionality:
The dashboard, interactive map and other features allow the user to quickly solve the issue their company faces. Click below to see an early clickable prototype. Note: Prototype is not enabled for mobile screens.See Prototype
Above is a earlier version of the Dashboard in high fidelity form. Notice the map coloration? Later the map colors were changed to give more contrast and greater differentiation both between each country and where diseases were spreading.
A key screen users engage with is the "Plans in Action" section of the application. Here, high-level users can assign other staff to tasks, set the status of tasks, change the severity of the plan to be used that day, view/edit documents pertaining to tasks, and close a plan at any time.
Above is a high fidelity version of the “Plans in Action” screen. Notice task: "Has staff received education material and training?"? The status is in an active state, showing the user the status options. This feature is set for .3 second ease in/out on click interaction. The overlay slide out (over owner) saved valuable space and was considerably faster than a text overlay or lightbox configuration.
Feedback: Throughout the process I recieved frequent feedback from the client's project manager and even our sales team as we worked to validate the proposed design as being an effective solution. This strategy proved to be effective at gaining buy-in from stakeholders - in my company and the client's.
Visual design: I worked closely with the Visual Designer to refine the navigation and color palette. This was a fun challenge as one of the product requirements was allow the customer to style the application to their own brand's colors. Thus, the default palette had to be generic enough to work with many different customers.
Interaction Specification for Development: I created interaction design specifications that were deliverables for engineering. This document notes and red lines all micro-interactions within the application and helped ensure accuracy of the design and speed up development time.
User testing: I conducted user testing with head staff of Citibank and Apple who oversee their company’s offices and staff vulnerabilities around the globe. The test results were positive with an 85% success rate on the primary tasks. Development was pleased with the recommended changes — only a few different Call To Action placements were required.
The test participants found the EHP to be well organized, very useful and easy to use. The usability score of 85% is well above the average score of 50% when a user first uses a new site/application. The client's launch customers have had positive response to the product and there is potential for the dashboard map to be used by the World Health Orginization. The application should stand strong while being able to properly integrate other product lines International SOS offers the EHP in the future. The newly designed EHP application will support and even enhance the workflow of the other application features.