Practice Interface Platform

An award winning platform to empower and digitally transform practices across New Zealand, soon to be a global market place.

Project Overview

The practice platform was built to hold powerful features that digitally transform the health care system. The only one of its kind that offers tools that truly automate their analogue work saving cost and time for health practitioners focus on what matters, the health of their patients.

Client Vensa Health
Industry Health Industry
Role UX Lead - researcher - designer
Year 2018
My role

As a VP of User Experience, I've lead the team of Design and front-end development, running workshops, research, design and mentorship of the design thinking process while engaging the whole company on this beautiful UX Journey.

Being a computer scientist with a background in project management, had played an important key to this role, where Vensa needed strong UX skills that could manage the development process and guide the team through an agile framework.

On this project, I have planned and executed research, strategy, architecture, prototypes, designs, A/B testing and many different UX touch points while managing a smart and agile team to ensure we deliver faster interactions with quality in every single delivery.

I have also heavily participated in business analysis and decisions that helped us build the right product for the market.

The challenge
01.The analogue and obsolete work system in the health space

There are multiple reasons why the health care is not provided to the patients as it should. One of them is due to the amount of paperwork and long obsolet process that in 2018, one wouldn't even imagine that it's still alive.

Take a fax machine for example, the year is 2018, but the only allowed way of practices to send a prescription to the pharmacy today is via fax machine, not an email. Believe it or not, ask your GP.

There are countless touch points that would impress you with the amount of work done to accomplish a simple task, all due to the lack of automation and digitalization of the health system.

With that in mind, imagine the amount of work that doctors, nurses and health practitioners has to go through everyday taking them away of what matter, your health.

Appointments are still being made over the phone, lab results are still not being delivered to the patients... and so on.

02.How to be an extra hand for the practitioners, not an extra work

The primary health care system is full of legacy software that adds more work to the practitioners than effectively help them.

To convince medical centers that the product we're building will effectively reduce costs and add an incredible value when the health software industry has a history of being passive, not proactive with little or none evolution to their work system was the major roadblock to recruit professionals to buy in our research phase.

The Design Process
We started out stating that this was a design thinking process, therefore, whatever approach we follow next, will have to somehow aggregate the core values of it: Empathize, Research the product and users, Define, Create, Test and interact with the findings.

As the initial research showed us that there was a cry for help from the users for not increase their workload but automate it so they would spend less time on the application itself, we got a pretty good idea that the interactions of the system must be minimal, trustworthy and efficient.

Coming from a different industry, I had no experience myself on how a health clinic works apart from being a patient and having a patient point of view.

The best way of learning its process, was to be part of it, stay at the clinic a few days while interviewing practice managers, accountant, nurses, doctors, receptionists. Understand and being part of the daily tasks of different practices was the key to the success of this research.

Back at the office, dozens of workshops involving health practitioners and the whole team defined the product that would indeed revolutionize the digital transformation of the practices in New Zealand.

From the research part, we carried on defining small chunks of releases, prototyping, and visiting practices to test our prototypes and hear their feedback while engaging them as contributors, offering them a chance to make their voice to be heard. That engaged them on taking ownership of the product, which made a whole difference by turning them our first customers and evangelists among other practices.

The choice of creating a modular design was more than appropriate, as the portal is a marketplace for future third party developers as much as a marketplace for Vensa itself.

The design choice was made to show it as a simple screen that does the whole job for them, therefore, conversational approach to guide them through and a positive feedback message for when they complete a task was very important to keep the trust value.

An open channel for their feedback on the platform, also a constant recruitment of other practices to add their 2 cents on what they think we should help them with next was primordial for it success.

We kept our design process as open and transparent in a way that all the community could participate and be sure that their voice would be heard from the creative team.
Having the buy in of our users and seeing them become an evangelist of the product we created is one of the greatest moments I've experienced as a user experience professional.