Perfecting the eRx writing Experience
Perfecting the eRx writing Experience
Perfecting the eRx writing Experience
In November 2022, our client Connect2Clinic presented us with a requirement to redesign their eRx experience. I had the privilege of being part of an ambitious project to revamp the eRx experience for the fastest-growing startup in the history of healthcare.
In November 2022, our client Connect2Clinic presented us with a requirement to redesign their eRx experience. I had the privilege of being part of an ambitious project to revamp the eRx experience for the fastest-growing startup in the history of healthcare.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Connect2Clinic or Mantra Labs.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Connect2Clinic or Mantra Labs.
70%
70%
eRx Writing time because of Autocomplete and Smart suggestions.
35%
35%
Doctors on our platform has increased because of new experience for eRx.
19%
19%
Number of daily consultations on the platform has increased because it’s faster now.
Introduction
Introduction
Introduction
Introduction
Connect2Clinic is an online practice management platform for doctors. It includes a basic eRx feature that enables doctors to write electronic prescriptions for their patients.
Connect2Clinic is an online practice management platform for doctors. It includes a basic eRx feature that enables doctors to write electronic prescriptions for their patients.
Connect2Clinic is an online practice management platform for doctors. It includes a basic eRx feature that enables doctors to write electronic prescriptions for their patients.
Connect2Clinic is an online practice management platform for doctors. It includes a basic eRx feature that enables doctors to write electronic prescriptions for their patients.
However, in September 2022, many doctors have complained about the poor eRx writing experience, as well as issues with performance and reliability.
However, in September 2022, many doctors have complained about the poor eRx writing experience, as well as issues with performance and reliability.
However, in September 2022, many doctors have complained about the poor eRx writing experience, as well as issues with performance and reliability.
However, in September 2022, many doctors have complained about the poor eRx writing experience, as well as issues with performance and reliability.
The evolution of the eRx Before Redesign
The Challenge
The Challenge
The Challenge
The Challenge
Our goal for the project was to provide the best user experience for doctors while creating eRx, and to add more features to stay relevant in the competition and in business.
Our goal for the project was to provide the best user experience for doctors while creating eRx, and to add more features to stay relevant in the competition and in business.
Our goal for the project was to provide the best user experience for doctors while creating eRx, and to add more features to stay relevant in the competition and in business.
Our goal for the project was to provide the best user experience for doctors while creating eRx, and to add more features to stay relevant in the competition and in business.
Goals
Goals
Goals
Goals
Improve the Writing Experience
Improve the Writing Experience
Improve the Writing Experience
Improve the Writing Experience
Make sure that doctors spend less time writing eRx and gain more control over it.
Make sure that doctors spend less time writing eRx and gain more control over it.
Make sure that doctors spend less time writing eRx and gain more control over it.
Make sure that doctors spend less time writing eRx and gain more control over it.
Our product provides doctors with the best features for writing eRx, eliminating the need for additional software. It's a complete, feature-rich product.
Our product provides doctors with the best features for writing eRx, eliminating the need for additional software. It's a complete, feature-rich product.
Our product provides doctors with the best features for writing eRx, eliminating the need for additional software. It's a complete, feature-rich product.
Our product provides doctors with the best features for writing eRx, eliminating the need for additional software. It's a complete, feature-rich product.
My Role
My Role
My Role
My Role
Between January 2023 and March 2023, I led the design of the eRx Writing experience. During this time, I collaborated with my product team, which consisted of two business analysts,
on UX research.
Between January 2023 and March 2023, I led the design of the eRx Writing experience. During this time, I collaborated with my product team, which consisted of two business analysts,
on UX research.
Between January 2023 and March 2023, I led the design of the eRx Writing experience. During this time, I collaborated with my product team, which consisted of two business analysts,
on UX research.
Between January 2023 and March 2023, I led the design of the eRx Writing experience. During this time, I collaborated with my product team, which consisted of two business analysts,
on UX research.
I was the sole designer responsible for the redesign. I conducted research, planned the project, and executed it.
I was the sole designer responsible for the redesign. I conducted research, planned the project, and executed it.
I was the sole designer responsible for the redesign. I conducted research, planned the project, and executed it.
I was the sole designer responsible for the redesign. I conducted research, planned the project, and executed it.
The Redesign eRx experience was launched in April 2023 for over 30,000 doctors worldwide.
The Redesign eRx experience was launched in April 2023 for over 30,000 doctors worldwide.
The Redesign eRx experience was launched in April 2023 for over 30,000 doctors worldwide.
The Redesign eRx experience was launched in April 2023 for over 30,000 doctors worldwide.
Design Process
Design Process
Design Process
Design Process
Empathy
Define
Ideate
Prototype
Test
Empathy
Define
Ideate
Prototype
Test
Empathy
Define
Ideate
Prototype
Test
Empathy
Define
Ideate
Prototype
Test
Picking up the
Pieces
Picking up the
Pieces
Picking up the
Pieces
Picking up the
Pieces
When we received the redesign requirement, I didn't have a clear mission or specific goals in mind for eRx. Without any insights into real user experiences, it was difficult to understand the pain points that doctors are facing with the product.
When we received the redesign requirement, I didn't have a clear mission or specific goals in mind for eRx. Without any insights into real user experiences, it was difficult to understand the pain points that doctors are facing with the product.
When we received the redesign requirement, I didn't have a clear mission or specific goals in mind for eRx. Without any insights into real user experiences, it was difficult to understand the pain points that doctors are facing with the product.
When we received the redesign requirement, I didn't have a clear mission or specific goals in mind for eRx. Without any insights into real user experiences, it was difficult to understand the pain points that doctors are facing with the product.
In initial client meeting they only talk about we need
redesign, how? when? why? nothing.
In initial client meeting they only talk about we need
redesign, how? when? why? nothing.
In initial client meeting they only talk about we need redesign, how? when? why? nothing.
In initial client meeting they only talk about we need redesign, how? when? why? nothing.
Early Research
Early Research
Early Research
Early Research
I began my early research by examining the competitive products in the market to see their approach to eRx writing. My goal for this study was simple: to gather data from various sources for my lightning demo, so that I could come up with better features for our product.
I began my early research by examining the competitive products in the market to see their approach to eRx writing. My goal for this study was simple: to gather data from various sources for my lightning demo, so that I could come up with better features for our product.
I began my early research by examining the competitive products in the market to see their approach to eRx writing. My goal for this study was simple: to gather data from various sources for my lightning demo, so that I could come up with better features for our product.
I began my early research by examining the competitive products in the market to see their approach to eRx writing. My goal for this study was simple: to gather data from various sources for my lightning demo, so that I could come up with better features for our product.
Following this, I held a brainstorming session with my team. During this exercise, I focused on three major platforms, namely Practo, Healthplix, and Docon, which are Connect2Clinic's primary competitors in the market.
Following this, I held a brainstorming session with my team. During this exercise, I focused on three major platforms, namely Practo, Healthplix, and Docon, which are Connect2Clinic's primary competitors in the market.
Following this, I held a brainstorming session with my team. During this exercise, I focused on three major platforms, namely Practo, Healthplix, and Docon, which are Connect2Clinic's primary competitors in the market.
Following this, I held a brainstorming session with my team. During this exercise, I focused on three major platforms, namely Practo, Healthplix, and Docon, which are Connect2Clinic's primary competitors in the market.
DocOn
DocOn
DocOn
HealthPlix
HealthPlix
HealthPlix
Pain Points
Pain Points
Pain Points
Pain Points
This are pain points mentioned by client business team
This are pain points mentioned by client business team
This are pain points mentioned by client business team
This are pain points mentioned by client business team
Doctors are using eRx specific softwares along side with our software to bridge the gap between features.
Doctors are using eRx specific softwares along side with our software to bridge the gap between features.
Doctors are using eRx specific softwares along side with our software to bridge the gap between features.
Doctors are using eRx specific softwares along side with our software to bridge the gap between features.
Doctors are Frustrated with the writing experience because they want less writing with Suggestions, Auto Complete, Automation.
Doctors are Frustrated with the writing experience because they want less writing with Suggestions, Auto Complete, Automation.
Doctors are Frustrated with the writing experience because they want less writing with Suggestions, Auto Complete, Automation.
Doctors are Frustrated with the writing experience because they want less writing with Suggestions, Auto Complete, Automation.
They want click based Interface than writing in Input Box.
They want click based Interface than writing in Input Box.
They want click based Interface than writing in Input Box.
They want click based Interface than writing in Input Box.
Visual Design of eRx was also cluttered and not easy to use features was missing.
Visual Design of eRx was also cluttered and not easy to use features was missing.
Visual Design of eRx was also cluttered and not easy to use features was missing.
Visual Design of eRx was also cluttered and not easy to use features was missing.
Doctors wants the experience to just work with minimal efforts.
Doctors wants the experience to just work with minimal efforts.
Doctors wants the experience to just work with minimal efforts.
Doctors wants the experience to just work with minimal efforts.
During sales team visit Doctors often mentions competitive software names for betterment of the product ex. Docon, Eka care, healthplix.
During sales team visit Doctors often mentions competitive software names for betterment of the product ex. Docon, Eka care, healthplix.
During sales team visit Doctors often mentions competitive software names for betterment of the product ex. Docon, Eka care, healthplix.
During sales team visit Doctors often mentions competitive software names for betterment of the product ex. Docon, Eka care, healthplix.
Research Execution
Research Execution
Research Execution
Research Execution
While was the product already in the market I have to choose most efficient Method in the UX to get most insights from the Doctors in this phase my time constraints for the redesign doesn't allow me to follow all UX Methods.
While was the product already in the market I have to choose most efficient Method in the UX to get most insights from the Doctors in this phase my time constraints for the redesign doesn't allow me to follow all UX Methods.
While was the product already in the market I have to choose most efficient Method in the UX to get most insights from the Doctors in this phase my time constraints for the redesign doesn't allow me to follow all UX Methods.
While was the product already in the market I have to choose most efficient Method in the UX to get most insights from the Doctors in this phase my time constraints for the redesign doesn't allow me to follow all UX Methods.
So I choose User Interviews to get more data on it. here is the script which I prepare for Doctor interviews in notion.
So I choose User Interviews to get more data on it. here is the script which I prepare for Doctor interviews in notion.
So I choose User Interviews to get more data on it. here is the script which I prepare for Doctor interviews in notion.
So I choose User Interviews to get more data on it. here is the script which I prepare for Doctor interviews in notion.
This is the early script which I write to do a Doctors interviews. Along the way i made some changes in script.
This is the early script which I write to do a Doctors interviews. Along the way i made some changes in script.
This is the early script which I write to do a Doctors interviews. Along the way i made some changes in script.
Challenge
Challenge
Challenge
Challenge
Doing a Online research is much more easier than we think but We never take doctor interviews so I was bit nervous but as soon as i was ready for that I hit with the real challenge to get Doctors onboard for User Interviews our first assumption was we will get doctors from the client side since we have 20K+ doctors on board using our software.
Doing a Online research is much more easier than we think but We never take doctor interviews so I was bit nervous but as soon as i was ready for that I hit with the real challenge to get Doctors onboard for User Interviews our first assumption was we will get doctors from the client side since we have 20K+ doctors on board using our software.
Doing a Online research is much more easier than we think but We never take doctor interviews so I was bit nervous but as soon as i was ready for that I hit with the real challenge to get Doctors onboard for User Interviews our first assumption was we will get doctors from the client side since we have 20K+ doctors on board using our software.
Doing a Online research is much more easier than we think but We never take doctor interviews so I was bit nervous but as soon as i was ready for that I hit with the real challenge to get Doctors onboard for User Interviews our first assumption was we will get doctors from the client side since we have 20K+ doctors on board using our software.
It was equally difficult for our client to get doctors for Interviews most of then reject the proposal by saying “they are just busy” or “dont want to get into press or something”. I tried to keep our team motivated by saying we will get doctors for interview keep patient.
It was equally difficult for our client to get doctors for Interviews most of then reject the proposal by saying “they are just busy” or “dont want to get into press or something”. I tried to keep our team motivated by saying we will get doctors for interview keep patient.
It was equally difficult for our client to get doctors for Interviews most of then reject the proposal by saying “they are just busy” or “dont want to get into press or something”. I tried to keep our team motivated by saying we will get doctors for interview keep patient.
It was equally difficult for our client to get doctors for Interviews most of then reject the proposal by saying “they are just busy” or “dont want to get into press or something”. I tried to keep our team motivated by saying we will get doctors for interview keep patient.
somehow we got some doctors for our Interview process it takes us almost 25 days to find 35 Doctors for the Interview some of them we got from our side and rest are from client side.
somehow we got some doctors for our Interview process it takes us almost 25 days to find 35 Doctors for the Interview some of them we got from our side and rest are from client side.
somehow we got some doctors for our Interview process it takes us almost 25 days to find 35 Doctors for the Interview some of them we got from our side and rest are from client side.
somehow we got some doctors for our Interview process it takes us almost 25 days to find 35 Doctors for the Interview some of them we got from our side and rest are from client side.
User Interviews
User Interviews
User Interviews
User Interviews
At first glance my assumption about doctors interview was very simple like any other interview but i forgot that there is a difference between a normal user and Specialise user(while my user is specialised one).
At first glance my assumption about doctors interview was very simple like any other interview but i forgot that there is a difference between a normal user and Specialise user(while my user is specialised one).
At first glance my assumption about doctors interview was very simple like any other interview but i forgot that there is a difference between a normal user and Specialise user(while my user is specialised one).
At first glance my assumption about doctors interview was very simple like any other interview but i forgot that there is a difference between a normal user and Specialise user(while my user is specialised one).
In this Phase my team was open for interview 24/7 In the day because we have to be available at their time even some of the interviews we done at late night 10 PM.
In this Phase my team was open for interview 24/7 In the day because we have to be available at their time even some of the interviews we done at late night 10 PM.
In this Phase my team was open for interview 24/7 In the day because we have to be available at their time even some of the interviews we done at late night 10 PM.
In this Phase my team was open for interview 24/7 In the day because we have to be available at their time even some of the interviews we done at late night 10 PM.
As I started with the interview process I often got suggestions from the doctors for our product which was not something I am looking for because my questions was aligned to understand the doctors process and build something which was actually helpful in their day to day life.
As I started with the interview process I often got suggestions from the doctors for our product which was not something I am looking for because my questions was aligned to understand the doctors process and build something which was actually helpful in their day to day life.
As I started with the interview process I often got suggestions from the doctors for our product which was not something I am looking for because my questions was aligned to understand the doctors process and build something which was actually helpful in their day to day life.
As I started with the interview process I often got suggestions from the doctors for our product which was not something I am looking for because my questions was aligned to understand the doctors process and build something which was actually helpful in their day to day life.
Assumptions
Assumptions
Assumptions
Assumptions
After I done all doctors interview in 20 Day’s the process of listening the recordings started I also made some notes along the way which was scattered in my notebook.
After I done all doctors interview in 20 Day’s the process of listening the recordings started I also made some notes along the way which was scattered in my notebook.
After I done all doctors interview in 20 Day’s the process of listening the recordings started I also made some notes along the way which was scattered in my notebook.
After I done all doctors interview in 20 Day’s the process of listening the recordings started I also made some notes along the way which was scattered in my notebook.
I started listening all those recordings again carefully and write down all the major take way’s from it most of the time communication follow different path all together where we have to take control and align with our questions which leads to sometimes doctor frustration and they get irritated because we keep asking same and similar questions but we have to be with them so they should talk about their process.
I started listening all those recordings again carefully and write down all the major take way’s from it most of the time communication follow different path all together where we have to take control and align with our questions which leads to sometimes doctor frustration and they get irritated because we keep asking same and similar questions but we have to be with them so they should talk about their process.
I started listening all those recordings again carefully and write down all the major take way’s from it most of the time communication follow different path all together where we have to take control and align with our questions which leads to sometimes doctor frustration and they get irritated because we keep asking same and similar questions but we have to be with them so they should talk about their process.
I started listening all those recordings again carefully and write down all the major take way’s from it most of the time communication follow different path all together where we have to take control and align with our questions which leads to sometimes doctor frustration and they get irritated because we keep asking same and similar questions but we have to be with them so they should talk about their process.
Miro Board for interview data
User Interview Findings
User Interview Findings
User Interview Findings
User Interview Findings
Before it all happen my ultimate goal was to find pattern and clustering that into themes simply means I did Thematic analysis.
Before it all happen my ultimate goal was to find pattern and clustering that into themes simply means I did Thematic analysis.
Before it all happen my ultimate goal was to find pattern and clustering that into themes simply means I did Thematic analysis.
Before it all happen my ultimate goal was to find pattern and clustering that into themes simply means I did Thematic analysis.
In my Analysis I find out that most of the doctors are complaining about eRx writing experience which we already know but they thought about we are doing product Reviews so the come up with suggestions based on other competitors products.
In my Analysis I find out that most of the doctors are complaining about eRx writing experience which we already know but they thought about we are doing product Reviews so the come up with suggestions based on other competitors products.
In my Analysis I find out that most of the doctors are complaining about eRx writing experience which we already know but they thought about we are doing product Reviews so the come up with suggestions based on other competitors products.
In my Analysis I find out that most of the doctors are complaining about eRx writing experience which we already know but they thought about we are doing product Reviews so the come up with suggestions based on other competitors products.
so the themes that i made are based on what area of the product we are talking about.
so the themes that i made are based on what area of the product we are talking about.
so the themes that i made are based on what area of the product we are talking about.
so the themes that i made are based on what area of the product we are talking about.
Recommendation
Recommendation
Recommendation
Recommendation
Performance
Performance
Performance
Performance
Easy to Use
Easy to Use
Easy to Use
Easy to Use
Findings
Findings
Findings
Findings
Basic functionality which should be available for eRx was missing for ex. templates, suggestions, auto complete, Multilingual choices.
Basic functionality which should be available for eRx was missing for ex. templates, suggestions, auto complete, Multilingual choices.
Basic functionality which should be available for eRx was missing for ex. templates, suggestions, auto complete, Multilingual choices.
Basic functionality which should be available for eRx was missing for ex. templates, suggestions, auto complete, Multilingual choices.
No customisation according to doctor specialisation.
No customisation according to doctor specialisation.
No customisation according to doctor specialisation.
No customisation according to doctor specialisation.
Almost everything is Manual process no automation or easy to use features.
Almost everything is Manual process no automation or easy to use features.
Almost everything is Manual process no automation or easy to use features.
Almost everything is Manual process no automation or easy to use features.
eRx was lacking options for specific things like Drug information, Better chief complaints, to much scrolling and reference pointers was missing, etc.
eRx was lacking options for specific things like Drug information, Better chief complaints, to much scrolling and reference pointers was missing, etc.
eRx was lacking options for specific things like Drug information, Better chief complaints, to much scrolling and reference pointers was missing, etc.
eRx was lacking options for specific things like Drug information, Better chief complaints, to much scrolling and reference pointers was missing, etc.
Early Wireframes
Early Wireframes
Early Wireframes
Early Wireframes
Based on the research data I started sketching ideas for eRx some of my early sketches are based on the available eRx design but later on i realised that if i want to add more features and options into it I need to use large area for eRx because at that time we did eRx in side popup which was not enough to cover more features.
Based on the research data I started sketching ideas for eRx some of my early sketches are based on the available eRx design but later on i realised that if i want to add more features and options into it I need to use large area for eRx because at that time we did eRx in side popup which was not enough to cover more features.
Based on the research data I started sketching ideas for eRx some of my early sketches are based on the available eRx design but later on i realised that if i want to add more features and options into it I need to use large area for eRx because at that time we did eRx in side popup which was not enough to cover more features.
Based on the research data I started sketching ideas for eRx some of my early sketches are based on the available eRx design but later on i realised that if i want to add more features and options into it I need to use large area for eRx because at that time we did eRx in side popup which was not enough to cover more features.
In this whole project I used Adobe XD as per primary Design tool which is also a standard at my company.
In this whole project I used Adobe XD as per primary Design tool which is also a standard at my company.
In this whole project I used Adobe XD as per primary Design tool which is also a standard at my company.
In this whole project I used Adobe XD as per primary Design tool which is also a standard at my company.
On this exploration we did multiple meetings with the client and product team to discuss more on what we are thinking in terms on features and ideas.
On this exploration we did multiple meetings with the client and product team to discuss more on what we are thinking in terms on features and ideas.
On this exploration we did multiple meetings with the client and product team to discuss more on what we are thinking in terms on features and ideas.
And finally I made some iteration and comes to this revision and settled on this.
And finally I made some iteration and comes to this revision and settled on this.
And finally I made some iteration and comes to this revision and settled on this.
Features we
Introduce
Features we
Introduce
Features we
Introduce
Features we
Introduce
In this revision, I have added a new feature to the eRx that benefits five different specialisations: Diabetologist, Orthopaedic, Dermatologist, Dentist, and Paediatrician. These specialists can now customise the eRx to suit their daily appointments.
In this revision, I have added a new feature to the eRx that benefits five different specialisations: Diabetologist, Orthopaedic, Dermatologist, Dentist, and Paediatrician. These specialists can now customise the eRx to suit their daily appointments.
In this revision, I have added a new feature to the eRx that benefits five different specialisations: Diabetologist, Orthopaedic, Dermatologist, Dentist, and Paediatrician. These specialists can now customise the eRx to suit their daily appointments.
In this revision, I have added a new feature to the eRx that benefits five different specialisations: Diabetologist, Orthopaedic, Dermatologist, Dentist, and Paediatrician. These specialists can now customise the eRx to suit their daily appointments.
Template Creation
Template Creation
Saved & Share eRx
Saved & Share eRx
Patient History Suggestions
Patient History Suggestions
Past Vitals & Pain Scale
Past Vitals & Pain Scale
More Drug Information
More Drug Information
Improved Patient Follow-Up & Multilingual Support
Improved Patient Follow-Up
& Multilingual Support
Medical Certification
Medical Certification
Minimap For OneView
Minimap For OneView
Insulin Tracking Chart
Insulin Tracking Chart
Customisation Support & Rearrange Support
Customisation Support
& Rearrange Support
Visual Design
Visual Design
Visual Design
Visual Design
The design language for the product has already been set, so I will not discuss it in depth here. However, I can share some basic information.
The design language for the product has already been set, so I will not discuss it in depth here. However, I can share some basic information.
The design language for the product has already been set, so I will not discuss it in depth here. However, I can share some basic information.
The design language for the product has already been set, so I will not discuss it in depth here. However, I can share some basic information.
