Conversations
My role:
Lead designer — discovery, user research, design, animation, testing
Team:
Cam Holt, Spencer Stolworthy, Ryan Keepers, Heidi Bronson, Brian Herbst, Guillermo Galvan, Victor Delgado, Rafael Renteria
Context:
Conversations is a two-way text messaging application. Our task was to rebuild this for enterprise healthcare workflows.
Results:
Conversations is our highest-rated and most used application. It has changed and enhanced communication workflows for our users (tracked via Pendo analytics and surveys).
Legacy Platform
Legacy Conversations was built for small dental offices. Although this product has seen success for many years, our task was to improve this two-way texting experience and focus on enterprise healthcare workflows.
How might we improve this tried and proved product in a new vertical?
How might we increase functionality, engagement, and promote helpful digitalized workflows for healthcare?
Research
Old workflows like pen and clipboard are still very much used today. Communicating information back to patients can be extremely cumbersome, slow, and have more opportunities for errors to slip into the system.
Whiteboarding
User Testing
Spencer Stolworthy and I conducted 15 user interviews. We met with 14 office managers and one nurse. We tested low to mid-fidelity wireframes. This iterative design approach helped us build our feature prioritization roadmap and improve our designs.
Prioritizing feedback:
Syncing patient appointment data would be the #1 help to faster workflows.
Need a fast and effective way to hand off messages and alert co-workers.
Demographics and family information needs to be viewable.
Need additional configurations for system messages and message history.
Need ways for Conversations to be accessible throughout the application
High Fidelity Prototypes
Based on our qualitative research, we changed and improved our designs. These flows and prioritized features were well received. This also allowed us to communicate and execute our roadmap.
Principle Animation
Syncing Patient Data
Since this was #1 and #3 prioritized feedback, we decided on a design that provides appointment data, family, and demographics together on the side panel.
Internal Handoffs
All you need to do is mouseover, @mention a coworker, and write a message.
Message Settings
Users asked for the ability to configure many different messaging settings. This included the ability to hide yes/no appointment responses.
Conversations Everywhere
By working with multiple product managers and engineers, Conversations is accessible from the Schedule and Patient Profile applications.
