Usability Audit for
Healthcare Company

Customer service representatives must use third party vendor sites to complete orders for members, which requires the representative to toggle between a CRM system and the vendor site to obtain and enter information.  Completing member orders via the vendor site also gives the company less access to information related to the order and transaction. 

The organization made the decision to give customer service representatives the capability to place orders directly from the CRM system in order to expedite the order process and lower average handling time for the representatives. 

I was apart of a team involved in designing the order process for customer service representatives.  I started by observing representatives placing order in current state to understand the needs and pain points of users.  After understanding the desired flow for users, I created wireframes to illustrate the process.  I used the wireframes to create a basic prototype using Marvel to gather feedback.  The wireframes and prototype were handed over to the product team to start development.

Many of the suggestions depicted in the initial wireframes and prototype were implemented into the final design.  After deployment, the new process was used by 7,000+ customer service representatives on a daily basis to place member order directly from the internal CRM system.  Weekly meetings were utilized to gather reactions and feedback, which were largely positive.  The new process proved to eliminate roughly 95% of user pain points by eliminating the need toggle between to browser tabs constantly throughout the ordering process.