Conversations
My role:
I owned the end to end product design for SR Conversations, Solutionreach’s SMS based messaging platform for medical practices.
Context:
Conversations is a two-way text messaging application. Our task was to rebuild this for enterprise healthcare workflows.
Results:
Helped front office teams respond to patients faster by surfacing patient context and quick reply templates directly in the thread, cutting down on clicks and back and forth.
Replacing Legacy
Legacy Conversations was built for small dental offices.
Research
Communicating information back to patients can be extremely cumbersome, slow, and have more opportunities for errors to slip into the system.
Whiteboarding
Low-fi User Tests
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
Hi-fi Testing
Based on our qualitative results, we changed and improved our designs. These flows and prioritized features were well received.
Mobile Concept
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
I collaborated with multiple product managers and engineers to make the Conversations experience directly accessible from both the Schedule and Patient Profile applications.
