Review
“Users experienced fewer errors and completed workflows faster, increasing form completion rates.”
Project Highlights
- Identified friction stemmed not from sign-in issues, as initially assumed, but from a system designed for providers rather than the office staff who handle most of the workflow
- Reframed the primary persona, shifting the focus to “Kelsey,” the medical assistant
- Overhauled the interface content to reflect the voice, tone, and priorities of office staff, making the experience feel more intuitive and relevant
- Replaced custom workflows with a standardized, modular system that supported all medications using the same intuitive, repeatable steps
- User testing showed a significant improvement in satisfaction and efficiency
Project Details
location_on Orlando, FL
group 500+ employees
handshake 2-year partnership
Project Cost
sell $100,000-500,000
Anonymous
Healthcare Challenge
"Improve UX/UI of provider portal, increase adoption and utilization of the platform, ensure the correct nomenclature and workflows are applied to the platform."
Solution
"Visual Logic was engaged to lead a full-scale redesign of the iAssist platform, AssistRX's digital solution used for prescribing and managing specialty medications across 15+ therapeutic areas. The platform is highly regulated, requiring secure user authentication, and must support all user types and workflows across the specialties we serve. The project required strategic planning, in-depth research and user group testing, and an interactive design process to ensure usability, compliance, and functional integrity. Our primary account manager performed end to end UX/UI redesign, multi-phase user research, project management and readouts to key stakeholders, workflow analysis, nomenclature testing, security compliance and testing, and more. Key deliverables included: research artifacts such as interview protocols and summaries, persona and journey maps, usability testing reports across three phases of design; information architecture with a revised sitemap and user flow documentation, field inventory, wireframes and prototypes, including interactive prototypes for testing and demonstration purposes; final UI design system; front-end component usage and assest exports; ongoing design and QA support during development."
Results
"Overall increase in user satisfaction, increase in utilization and transaction volumes, new entrants for branded workflows and improved revenue performance. Users experienced fewer errors and completed workflows faster, increasing form completion rates."
"Visual Logic did a great job driving the project forward and being flexible with our scheduling needs, if a specific item in the project was on hold due to a bottleneck on our end, our project manager would quickly adapt and find an alternative item to work through to continue the momentum."
Reflection
"I was impressed by the level of detail and research data they were able to obtain to drive decisions forward."
"Cloned our project manager."
Review originally collected via Clutch.
