Role
Lead UX/UI Designer
Duration
Ongoing
Prescription Drug company administrators and USAN administrators
Team
Team: A. Patel (Product Manager), B. Wheeler (Key Stakeholder), S. Pritchard (Key Stakeholder), P.Bandaru (Lead Developer), J. Contreas (Developer), and A. Tamalonis (Project Manager)
Overview
USAN, an AMA subsidiary, asked me to design a portal for their customers to file applications for prescription drug names and for their team to review the applications. Their current system consisted of an applicant emailing with USAN's team and MS Word Forms.
Scope & Constraints
The scope included building a web application that integrated with Service Now for the users to fill out the application forms and for the admins from USAN to review those forms and assign drug names.
We faced constraints in the form of an ambitious timeline, where they wanted something delivered fairly quickly but there's a lot of nuance to the flows. Another constraint I was given was to work within Material Design.
Process
For this process, I started out by listening to the needs of the team and going over the documentation they provided.
Lo-Fi Detailed Wire-Flows
The developers had already mapped out the admin and the user flows, so I decided to start by creating Wireflows that mapped out the layout of the screens and the general navigation flow users could follow based on the assets provided by the developers and product team.
Hi-Fi User Dashboard
First I started with the user dashboard. I pulled components from materials design and refitted them to work in this application. I also used the material theme plug-in in Figma to build a color palette around the USAN logo color.
Hi-Fi Application
Next I moved into the application. I used the word document version of the application to pull the form fields. I wanted to display one application from start to finish since there were so many variables with this application.
Application Hurdles- Standard Chemical Notation
For instance, there's a lot of rules around standard chemical notation, so (with the help of my AI buddy Perplexity) I wrote the rules around how a chemical formula should be written. I also used this example to show what an error could look like on form field.
Application Hurdles- Ability to upload docuemtns
The application requires many supplemental documents. While I could have created an opportunity for a bulk upload, I decided the application should ask for each document one-by-one. Since each document is important and has different requirements I thought it would be easier for the user to upload them one at a time so there an additional checkpoint.
Submitted Application
One of the requirements was that a user needed to be able to view an application they submitted, but once it was submitted it could not be edited. Here I mocked the view for a submitted application that has been assigned a file number and negotiator.
Outcome
This project has yet to be launched but when it is launched we will track success through task completion time. We'll make fixes by looking at heat maps in Quantum Metrics of screens with high exit rates and screens where most time is spent. We'll also look at the user journeys in Quantum Metrics through the site to see in what flow users are navigating through the steps to rearrange the steps in a flow that makes sense to users.