Project Brief


Re-design an online event management system created in 2014 to help manage education events that were critical to a recognised pharmaceutical company. The goals of the platform were internal and external: internally to facilitate the organisation and medical approval of events; externally to enable Sales Representatives (Reps) to invite healthcare professionals (HCPs) to education meetings and for HCPs to register online.


 The Problem

The platform has effectively become an internal approval tool only, unappealing to both Sales Managers and HCPs as an online registration system. For example, reps fax or deliver invitations generated by the online platform by hand to HCPs, with the HCP typically faxing back their attendance confirmation forms instead of registering online.

Project Goals

  • Design an effective and efficient online channel in order to complement the rep face-to-face interactions with GP target customers.
  • To enhance customer experience with the “Brand” through a professional, useful online platform where health care practitioners can register for events and access additional resources and education all in one place.
  • To Enhance the event experience of HCPs (before and after events) with on-going access of the platform afterwards.
  • Become a trusted source of information of the drug being promoted by the pharmaceutical company.

UX Designer: Juan Cordoba

Responsibilities

  • Research Analysis
  • Create User Interviews Questionnaires
  • Persona Development
  • Design User Flows
  • Design Site Map
  • Design low fidelity and HD Wireframes
  • Create Interactive Prototypes

User Research


A set of questions was designed to gather valuable information from user interviews. This enabled us to better understand the issues that the users were experiencing with the platform.

Representative Questions

Questions for persona development:

  • What’s the age of the person?
  • What is the gender of the person?
  • What is the person’s professional background?
  • Why will they come to the site?
  • Define your goal(s) on this site?  
  • What are your needs with this site?
  • What are your main pain points when using the current website?
  • When and where do you access the site?  (User environment and context)
  • What device do you use to access the site?
  • How much time do you spend on the site every day?
  • What are you motivated by, when coming to the site?  
  • What are you looking for on the site?

Specific questions to the site:

  • How long does it take to create an event in the current site?
  • How long does it take an event to get approved?
  • How many events do you manage at a time
  • How often do you create events?
  • What are the most common options used when saving an event?
  • What are the main features you use in the site?

Manager Questions

Questions for persona development:

  • Define your goal(s) on this site?  
  • What are your needs with this site?
  • What are your main pain points when using the current website?
  • When and where do you access the site?  (User environment and context)
  • What device do you use to access the site?
  • How much time do you spend on the site every day?
  • What are you motivated by, when coming to the site?  
  • What are you looking for on the site?

Specific questions to the site:

  • How do you know there is a new event pending for review?
  • How long does it take you to review and approve an event?
  • Do you usually edit the events?
  • How many events do you manage on a daily basis?
  • How often do you check your Team’s current and past events?
  • What are the main features you use in the site?

Persona Development


Thanks to our research findings we were able to learn more about our 3 main type of user. These are people who will be using the event management system: 1. HCPs (Health Care Practitioners) 2. Reps (Sales Representatives) 3. Managers (Sales Managers).


User Flows


3 main user flows were identified as crucial to the platform.


Wireframing


A set of wireframes for desktop and mobile were created in order to perform usability testing and validate the ease of use and resolution of the issues with the new designs.


Site Map



Usability Testing


The wireframes were tested with 5 users who gave us valuable feedback and helped us to identify potential issues in the interface and navigation.

Outcome


Thanks to the usability testing sessions the team was able to gather insights that helped us to iterate on the designs and deliver them to the visual design and development team!


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