Optimzating a chat solution for receptionists
Optimzating a chat solution for receptionists
Optimzating a chat solution for receptionists
Optimzating a chat solution for receptionists
Improving the performance focused on the daily tasks that the receptionist must do.
Improving the performance focused on the daily tasks that the receptionist must do.
Improving the performance focused on the daily tasks that the receptionist must do.
Improving the performance focused on the daily tasks that the receptionist must do.
The Challange
The Challange
The Challange
Analyze: Given wireframe of app's messaging page.
Redesign: Create high-fidelity, user-friendly interface.
Solve: Receptionists need to notify patients about test/order results.
Goal: Propose and design solutions to improve efficiency.
Deliverables: High-fidelity redesign of messaging page.
Proposed solutions with rationale (text, sketches, etc.).
Integration of solutions into redesigned interface (if applicable)
Analyze: Given wireframe of app's messaging page.
Redesign: Create high-fidelity, user-friendly interface.
Solve: Receptionists need to notify patients about test/order results.
Goal: Propose and design solutions to improve efficiency.
Deliverables: High-fidelity redesign of messaging page.
Proposed solutions with rationale (text, sketches, etc.).
Integration of solutions into redesigned interface (if applicable)
Analyze: Given wireframe of app's messaging page.
Redesign: Create high-fidelity, user-friendly interface.
Solve: Receptionists need to notify patients about test/order results.
Goal: Propose and design solutions to improve efficiency.
Deliverables: High-fidelity redesign of messaging page.
Proposed solutions with rationale (text, sketches, etc.).
Integration of solutions into redesigned interface (if applicable)
Analyze: Given wireframe of app's messaging page.
Redesign: Create high-fidelity, user-friendly interface.
Solve: Receptionists need to notify patients about test/order results.
Goal: Propose and design solutions to improve efficiency.
Deliverables: High-fidelity redesign of messaging page.
Proposed solutions with rationale (text, sketches, etc.).
Integration of solutions into redesigned interface (if applicable)
The Design Solution
The Design Solution
The Design Solution
The design solution focused on the main points of the brief, focusing to resolve all the problems related. We will see the solution point a point.
The design solution focused on the main points of the brief, focusing to resolve all the problems related. We will see the solution point a point.
The design solution focused on the main points of the brief, focusing to resolve all the problems related. We will see the solution point a point.
The design solution focused on the main points of the brief, focusing to resolve all the problems related. We will see the solution point a point.
Dealing with the problem
Dealing with the problem
Dealing with the problem
Receptionists need to notify patients about test/order results.
During the discovery process, I noticed that handling a high volume of requests and orders is quite challenging.
Therefore, I was able to envision some alternatives to optimize the receptionist's time, arriving at two main solutions.
First, I opted for a structure with two automatic trigger buttons at the top. The first focuses on exams, and the second on reminding patients who meet certain criteria for appointments and haven't yet received an automated reminder.
The other solution is the new structure of icons attached to the new client cards. Through the paper-shaped icon, the receptionist can quickly understand if the client's report is complete and ready to be received.
During the discovery process, I noticed that handling a high volume of requests and orders is quite challenging.
Therefore, I was able to envision some alternatives to optimize the receptionist's time, arriving at two main solutions.
First, I opted for a structure with two automatic trigger buttons at the top. The first focuses on exams, and the second on reminding patients who meet certain criteria for appointments and haven't yet received an automated reminder.
The other solution is the new structure of icons attached to the new client cards. Through the paper-shaped icon, the receptionist can quickly understand if the client's report is complete and ready to be received.
During the discovery process, I noticed that handling a high volume of requests and orders is quite challenging.
Therefore, I was able to envision some alternatives to optimize the receptionist's time, arriving at two main solutions.
First, I opted for a structure with two automatic trigger buttons at the top. The first focuses on exams, and the second on reminding patients who meet certain criteria for appointments and haven't yet received an automated reminder.
The other solution is the new structure of icons attached to the new client cards. Through the paper-shaped icon, the receptionist can quickly understand if the client's report is complete and ready to be received.
During the discovery process, I noticed that handling a high volume of requests and orders is quite challenging.
Therefore, I was able to envision some alternatives to optimize the receptionist's time, arriving at two main solutions.
First, I opted for a structure with two automatic trigger buttons at the top. The first focuses on exams, and the second on reminding patients who meet certain criteria for appointments and haven't yet received an automated reminder.
The other solution is the new structure of icons attached to the new client cards. Through the paper-shaped icon, the receptionist can quickly understand if the client's report is complete and ready to be received.
1# Solution
1# Solution
1# Solution
Receptionists need to notify patients about test/order results.
Receptionists need to notify patients about test/order results.
Receptionists need to notify patients about test/order results.
Receptionists need to notify patients about test/order results.
The Automatic Batch Actions have triggers that can execute some actions.
The first button is for exam results, helping the receptionist quickly identify which clients already have their exams ready. He/She just have to press one button and confirm the action.
The second button is related to triggering reminders for patients who meet specific criteria defined in the system's settings area.
The Automatic Batch Actions have triggers that can execute some actions.
The first button is for exam results, helping the receptionist quickly identify which clients already have their exams ready. He/She just have to press one button and confirm the action.
The second button is related to triggering reminders for patients who meet specific criteria defined in the system's settings area.
The Automatic Batch Actions have triggers that can execute some actions.
The first button is for exam results, helping the receptionist quickly identify which clients already have their exams ready. He/She just have to press one button and confirm the action.
The second button is related to triggering reminders for patients who meet specific criteria defined in the system's settings area.
The Automatic Batch Actions have triggers that can execute some actions.
The first button is for exam results, helping the receptionist quickly identify which clients already have their exams ready. He/She just have to press one button and confirm the action.
The second button is related to triggering reminders for patients who meet specific criteria defined in the system's settings area.
2# Solution
2# Solution
2# Solution
Receptionists need to notify various patients about test/order results.
Receptionists need to notify various patients about test/order results.
Receptionists need to notify various patients about test/order results.
Receptionists need to notify various patients about test/order results.
The second solution, it’s directly related to the patient’s chats cards.
The solution proposed help the receptionist quick understand how many patients has the exam results ready or who have the results delayed/with deliver problem.
If the first icon is a Yellow Exclamtion, means that some problem happen.
If the first icon is a paper-shaped in green color, means that the results are ready to send.
The Bell Icon is a shortcut to send a reminder for only that patient.
The “screen with a eye” icon it’s a way to see a quick resume about the patient in a modal.
The second solution, it’s directly related to the patient’s chats cards.
The solution proposed help the receptionist quick understand how many patients has the exam results ready or who have the results delayed/with deliver problem.
If the first icon is a Yellow Exclamtion, means that some problem happen.
If the first icon is a paper-shaped in green color, means that the results are ready to send.
The Bell Icon is a shortcut to send a reminder for only that patient.
The “screen with a eye” icon it’s a way to see a quick resume about the patient in a modal.
The second solution, it’s directly related to the patient’s chats cards.
The solution proposed help the receptionist quick understand how many patients has the exam results ready or who have the results delayed/with deliver problem.
If the first icon is a Yellow Exclamtion, means that some problem happen.
If the first icon is a paper-shaped in green color, means that the results are ready to send.
The Bell Icon is a shortcut to send a reminder for only that patient.
The “screen with a eye” icon it’s a way to see a quick resume about the patient in a modal.
The second solution, it’s directly related to the patient’s chats cards.
The solution proposed help the receptionist quick understand how many patients has the exam results ready or who have the results delayed/with deliver problem.
If the first icon is a Yellow Exclamtion, means that some problem happen.
If the first icon is a paper-shaped in green color, means that the results are ready to send.
The Bell Icon is a shortcut to send a reminder for only that patient.
The “screen with a eye” icon it’s a way to see a quick resume about the patient in a modal.
3# Solution
3# Solution
3# Solution
Receptionists need to notify patients about test/order results.
Receptionists need to notify patients about test/order results.
Receptionists need to notify patients about test/order results.
Receptionists need to notify patients about test/order results.
The general structure that was something like a e-mail preview, was redesigner to be a chat area. With this solution, the receptionists con quickly deal with the clientes that are using a message app.
With the automation like chatbot powered by A.I, the recepcionist can just manage the content for specific contexts that require human suport.
The three icons strategy in the patients bar reinforce the flexibility of this solution for quick acess.
This kind of solution helps to resolve quickily small problems, validate contexts, generate reminders thath have more chances to be seen and can deal with a more human touch by talking directly with a human, or a simulation of a human.
The general structure that was something like a e-mail preview, was redesigner to be a chat area. With this solution, the receptionists con quickly deal with the clientes that are using a message app.
With the automation like chatbot powered by A.I, the recepcionist can just manage the content for specific contexts that require human suport.
The three icons strategy in the patients bar reinforce the flexibility of this solution for quick acess.
This kind of solution helps to resolve quickily small problems, validate contexts, generate reminders thath have more chances to be seen and can deal with a more human touch by talking directly with a human, or a simulation of a human.
The general structure that was something like a e-mail preview, was redesigner to be a chat area. With this solution, the receptionists con quickly deal with the clientes that are using a message app.
With the automation like chatbot powered by A.I, the recepcionist can just manage the content for specific contexts that require human suport.
The three icons strategy in the patients bar reinforce the flexibility of this solution for quick acess.
This kind of solution helps to resolve quickily small problems, validate contexts, generate reminders thath have more chances to be seen and can deal with a more human touch by talking directly with a human, or a simulation of a human.
The general structure that was something like a e-mail preview, was redesigner to be a chat area. With this solution, the receptionists con quickly deal with the clientes that are using a message app.
With the automation like chatbot powered by A.I, the recepcionist can just manage the content for specific contexts that require human suport.
The three icons strategy in the patients bar reinforce the flexibility of this solution for quick acess.
This kind of solution helps to resolve quickily small problems, validate contexts, generate reminders thath have more chances to be seen and can deal with a more human touch by talking directly with a human, or a simulation of a human.
The Whys of Design
The Whys of Design
The Whys of Design
Why did I design the solution this way?
Why did I design the solution this way?
Why did I design the solution this way?
Why did I design the solution this way?
How I Discovered this Solution?
How I Discovered this Solution?
How I Discovered this Solution?
This didn't happen magically.
The Discovery
The Discovery
The Discovery
1# - Overall Journey
1# - Overall Journey
1# - Overall Journey
1# - Overall Journey
Based on the brief, I created a macro visual of the Receptionist, Doctor, Patient and Laboratory Exam’s journeys.
This helps me to see the macro scenario, and understand holistically the context of the receptionist.
This approach allows me to explore solutions for the problems outlined in the brief.
This foundation will guide the next steps of my process.
Things I learned in this step:
How delicate is the management that a receptionist needs to carry out in her day.
What notification patterns might we have missed
What other users the receptionist need to deal
Based on the brief, I created a macro visual of the Receptionist, Doctor, Patient and Laboratory Exam’s journeys.
This helps me to see the macro scenario, and understand holistically the context of the receptionist.
This approach allows me to explore solutions for the problems outlined in the brief.
This foundation will guide the next steps of my process.
Things I learned in this step:
How delicate is the management that a receptionist needs to carry out in her day.
What notification patterns might we have missed
What other users the receptionist need to deal
Based on the brief, I created a macro visual of the Receptionist, Doctor, Patient and Laboratory Exam’s journeys.
This helps me to see the macro scenario, and understand holistically the context of the receptionist.
This approach allows me to explore solutions for the problems outlined in the brief.
This foundation will guide the next steps of my process.
Things I learned in this step:
How delicate is the management that a receptionist needs to carry out in her day.
What notification patterns might we have missed
What other users the receptionist need to deal
Based on the brief, I created a macro visual of the Receptionist, Doctor, Patient and Laboratory Exam’s journeys.
This helps me to see the macro scenario, and understand holistically the context of the receptionist.
This approach allows me to explore solutions for the problems outlined in the brief.
This foundation will guide the next steps of my process.
Things I learned in this step:
How delicate is the management that a receptionist needs to carry out in her day.
What notification patterns might we have missed
What other users the receptionist need to deal
2# - Exams Journey
2# - Exams Journey
2# - Exams Journey
2# - Exams Journey
After defining the overall journeys, I focused on those directly related to the brief's problem.
This allows me to think beyond the brief without getting distracted by unrelated issues.
By doing so, I can refine my understanding of the points directly impacted by the problem and get ideas for solutions to research.
Things I learned in this step:
Close look in the context of the Receptionist with the understaind of how and when the action “send notification/reminder is trigged”.
What gaps or solutions whe can bring to optimize the process.
After defining the overall journeys, I focused on those directly related to the brief's problem.
This allows me to think beyond the brief without getting distracted by unrelated issues.
By doing so, I can refine my understanding of the points directly impacted by the problem and get ideas for solutions to research.
Things I learned in this step:
Close look in the context of the Receptionist with the understaind of how and when the action “send notification/reminder is trigged”.
What gaps or solutions whe can bring to optimize the process.
After defining the overall journeys, I focused on those directly related to the brief's problem.
This allows me to think beyond the brief without getting distracted by unrelated issues.
By doing so, I can refine my understanding of the points directly impacted by the problem and get ideas for solutions to research.
Things I learned in this step:
Close look in the context of the Receptionist with the understaind of how and when the action “send notification/reminder is trigged”.
What gaps or solutions whe can bring to optimize the process.
After defining the overall journeys, I focused on those directly related to the brief's problem.
This allows me to think beyond the brief without getting distracted by unrelated issues.
By doing so, I can refine my understanding of the points directly impacted by the problem and get ideas for solutions to research.
Things I learned in this step:
Close look in the context of the Receptionist with the understaind of how and when the action “send notification/reminder is trigged”.
What gaps or solutions whe can bring to optimize the process.
3# - Benchmark
3# - Benchmark
3# - Benchmark
3# - Benchmark
I conducted a benchmark to understand how the market solves the same problem and identify potential improvements. This ensures that the proposed solution is valuable and stands out from existing options.
For this test, I focused on the Brazilian market for accessibility and familiarity with the healthcare industry. While this was a practical choice for the test, I understand the importance of researching the client's specific market.
Things I learned in this step:
The marktes solutions and design patterns.
Good insights that generated some ideias.
Others perspectives of how to deal with the same problem.
I conducted a benchmark to understand how the market solves the same problem and identify potential improvements. This ensures that the proposed solution is valuable and stands out from existing options.
For this test, I focused on the Brazilian market for accessibility and familiarity with the healthcare industry. While this was a practical choice for the test, I understand the importance of researching the client's specific market.
Things I learned in this step:
The marktes solutions and design patterns.
Good insights that generated some ideias.
Others perspectives of how to deal with the same problem.
I conducted a benchmark to understand how the market solves the same problem and identify potential improvements. This ensures that the proposed solution is valuable and stands out from existing options.
For this test, I focused on the Brazilian market for accessibility and familiarity with the healthcare industry. While this was a practical choice for the test, I understand the importance of researching the client's specific market.
Things I learned in this step:
The marktes solutions and design patterns.
Good insights that generated some ideias.
Others perspectives of how to deal with the same problem.
I conducted a benchmark to understand how the market solves the same problem and identify potential improvements. This ensures that the proposed solution is valuable and stands out from existing options.
For this test, I focused on the Brazilian market for accessibility and familiarity with the healthcare industry. While this was a practical choice for the test, I understand the importance of researching the client's specific market.
Things I learned in this step:
The marktes solutions and design patterns.
Good insights that generated some ideias.
Others perspectives of how to deal with the same problem.
4# - User Stories and User Actions
4# - User Stories and User Actions
4# - User Stories and User Actions
4# - User Stories and User Actions
After understanding the broader context, refining my focus, and researching existing solutions, I used user stories and actions to refine my understanding further. This tool helps me see the problem through the eyes of the professionals who deal with it daily. This perspective allows me to improve the quality of my ideas and offer solutions that either enhance the current system or create a new one based on the insights gained.
Things I learned in this step:
Refine the ideas to solve the problem
Look for scenarios in a deep way.
Generate a basic structure that will give me a foundation to create a userflow.
After understanding the broader context, refining my focus, and researching existing solutions, I used user stories and actions to refine my understanding further. This tool helps me see the problem through the eyes of the professionals who deal with it daily. This perspective allows me to improve the quality of my ideas and offer solutions that either enhance the current system or create a new one based on the insights gained.
Things I learned in this step:
Refine the ideas to solve the problem
Look for scenarios in a deep way.
Generate a basic structure that will give me a foundation to create a userflow.
After understanding the broader context, refining my focus, and researching existing solutions, I used user stories and actions to refine my understanding further. This tool helps me see the problem through the eyes of the professionals who deal with it daily. This perspective allows me to improve the quality of my ideas and offer solutions that either enhance the current system or create a new one based on the insights gained.
Things I learned in this step:
Refine the ideas to solve the problem
Look for scenarios in a deep way.
Generate a basic structure that will give me a foundation to create a userflow.
After understanding the broader context, refining my focus, and researching existing solutions, I used user stories and actions to refine my understanding further. This tool helps me see the problem through the eyes of the professionals who deal with it daily. This perspective allows me to improve the quality of my ideas and offer solutions that either enhance the current system or create a new one based on the insights gained.
Things I learned in this step:
Refine the ideas to solve the problem
Look for scenarios in a deep way.
Generate a basic structure that will give me a foundation to create a userflow.
5# - Userflow
5# - Userflow
5# - Userflow
After a deep understanding about the macro and micro context, mapping user stories and actions, I created a user flow to visualize the user's actions within the system and applying some of the first ideas to resolve the main problem.
This helped me understand their daily workflow, how the system can assist them, the necessary validations, and how to design the wireframes/interface with the solution applied.
Things I learned in this step:
A clear understanding of how the solution can be applied
Notice the Overall Flow and the unique flow that will be the foundation of this test.
And a possible backlog to improve the project even more.
After a deep understanding about the macro and micro context, mapping user stories and actions, I created a user flow to visualize the user's actions within the system and applying some of the first ideas to resolve the main problem.
This helped me understand their daily workflow, how the system can assist them, the necessary validations, and how to design the wireframes/interface with the solution applied.
Things I learned in this step:
A clear understanding of how the solution can be applied
Notice the Overall Flow and the unique flow that will be the foundation of this test.
And a possible backlog to improve the project even more.
After a deep understanding about the macro and micro context, mapping user stories and actions, I created a user flow to visualize the user's actions within the system and applying some of the first ideas to resolve the main problem.
This helped me understand their daily workflow, how the system can assist them, the necessary validations, and how to design the wireframes/interface with the solution applied.
Things I learned in this step:
A clear understanding of how the solution can be applied
Notice the Overall Flow and the unique flow that will be the foundation of this test.
And a possible backlog to improve the project even more.
After a deep understanding about the macro and micro context, mapping user stories and actions, I created a user flow to visualize the user's actions within the system and applying some of the first ideas to resolve the main problem.
This helped me understand their daily workflow, how the system can assist them, the necessary validations, and how to design the wireframes/interface with the solution applied.
Things I learned in this step:
A clear understanding of how the solution can be applied
Notice the Overall Flow and the unique flow that will be the foundation of this test.
And a possible backlog to improve the project even more.
