There are several products in the market that allow a user to record and transcribe voicemails. But, they were limited in functionality and did not offer much else. AfterFive is a recording and transcribing product, too, but it stands out from the competition because it was designed with a physician’s workflow in mind- A game changer in the healthcare industry. It means that after a physician has completed a patient call outside of regular work hours, he can view that patient's record, prescribe medication on-the-spot, take notes, assign a clinical task AND bill for his time all in one interface. Not only that, but AfterFive connects to the clinic call center the clinic EMR. No after-hours patient call falls through the cracks.
The main challenges that we faced at the beginning of the project were:
1) We needed to keep the core features as simple as possible, yet create a well-built mobile adaptation of a voicemail recording/transcribing platform for physicians.
2) We were required to move fast, nevertheless develop a user-friendly product.
We quickly began the project by utilizing our expertise in Full Lifecycle Product Design: Discover, Concept, Prototype and Test.
Our first step was to analyze the main competitors and get acquainted with existing voicemail recording and transcribing products. We reviewed several similar apps, talked to stakeholders and made a list of planned core feautures. During the research stage, we also wanted to learn about potential AfterFive users and share those learnings with the team. To achieve this, we created several provisional user personas that were based on stakeholder interviews and the online research. After we got a solid “feel” for our market and audience, we started developing a brand.
We started the intital branding process by choosing a name for this product. This App was a potential healthcare market-disrupter and we needed the brand name to be extremely memorable. After creating a long list of potential brand names, we a narrowed it down to two. AfterFive was our final and confident choice. It was easy to say, easy to remember and it spoke directly to our audience.
BUILDING A BRAND
After we had a name for our App, we designed a logo and developed a basic style guide for AfterFive. We contemplated aspects such as typography, color, icons, buttons and a series of other elements that will help us develop a consistent interface for our project. It was important that the brand logo, type and colors not only work as a digital product, but that it also needed to work in marketing materials and print.
Software used: Adobe Illustrator
PERSONAL BUSINESS CARDS
We defined the path that our user followed within the App by means of process flows, which allowed us to know beforehand how the user would move within it. After we successfully mapped user process flows, we moved swiftly along to wireframing.
Once we gained a clearer picture of our users, we began adapting our user flows to the mobile environment and started generating design solutions in the form of wireframes. By doing low-fi prototypes, we were able to go through a lot of design ideas and quickly find what works- and what doesn't. Moreover, wireframing prototypes allowed developers to begin coding the most fundamental app interactions and discover technical limitations of which we couldn’t have known before.
Software used: Balsamiq
After we’ve worked through road blocks and discovories by utilizing wireframes, we felt comfortable spending meticulous energy on high-fi mockups without having the risk of backtracking and reworking. Customized elements, such as assets and icons were designed, bundled and packaged for dev use.
Software used: Adobe Photoshop, Adobe XD and Sketch
USER TESTING & HUERISTIC EVALUATION
After we successfully tested our prototype with a small group of users, we did a basic hueristic evaluation. A heuristic evaluation is a reliable method of identifying both major and minor usability problems within an App interface. We combed through our prototypes, looked for design flaws and rated them on a scale from 1-10. (Severity ratings are a combination of frequency, impact, and persistence.) By using this evaluation, we caught very minor inconistancy issues which we were able to fix immediately. Although we did not find any major issues during this process, it’s always good practice to include a heuristic evaluation early before the defects becomes too costly to fix.
Software used: Invision
LANDING PAGE & WEBSITE DESIGN
As we were building the App, we worked on how we were going to announce the launch of AfterFive and how we were going to create buzz and excitement. It was the first time AfterFive appeared to the world and we wanted to make the world notice. It was crucial at this point to involve our copywriter. And in tandem, we carefully crafted every visual element and word that appeared on the website and landing pages- making sure the impact was full of intent.
HTML EMAIL DESIGN & CAMPAIGN
Along with the marketing website and landing pages, we designed and created an html email campaign that attracted early adopters. We decided to do a “trickle" campaign that highlighted new features weekly for 6 weeks. And to sweeten the deal, new users received a promotional product discount. Because this was a soft sell to existing InPracSys customers, we had an open rate of 20% and an overwhelming amount of positive market response.
As a leader in technological innovations in healthcare, InPracSys, already had a full team of in-house developers. We integrated our UX/UI design team with InPracSys’ dev team the second the project started in order to deliver results with tight deadlines. We relied on Agile methodologies in order to keep our designers and their developers close together during production.
The mobile App was developed as a Native App for iOS
A Web App was developed for all browsers
InPracSys has integrated AfterFive as an additional service for clinics that already use InPracSys technologies.
Clinics describe AfterFive as the most easy-to-use and innovative product yet. “You don’t have to think to use it!"
No more patients slipping through the cracks. 100% of patient calls attended to.
Our personal result? We helped InPracSys further the technological innovations in the underserved healthcare market, yet again, and have maintained an on-going working relationship with them since the beginning of 2015 to present.