MWN
–– Provider Portal Registration Process
  • Agile methodology.
  • Polished and seamless experience.
  • Registration and account maintenance.

01/ Summary

What was delivered and how

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Under a non-disclosure agreement

Some of the details in this case study may be vague to protect the client's intellectual property.

02/ Understanding the Project

Planning for success

Discovery

Once the initial request was made for this capability, myself, the product team, and dev team begin working. In a discovery call, product provided product details and requirements. In following sessions, We tried to finalized these documents as much as possible in order for the designers to provide an accurate timeline.

Strategy

We came up with a strategy to set us up best for success and also plan for failure. We work in two week sprints: planning, designing, testing, reworking, and refining. Our first determination was to split this capability into smaller features. Though the project may not have gone to plan (ex. a change in requirements late in our process), we were able to adjust and deliver the project on time.


Design process

Product request

On the surface, this project was a self-registration process for provider to gain access to the portal. However, there was a lot more to unpack here, a lot more questions to be asked.

First asking "why"?

Why were we making this process? There is a process in place, what is that like? Is it working? If it is not, why?Why is this portal important to users? Who are the users? And so on...


Just like the goal, [questions] guide the solutions and decisions throughout the sprint.
Jake Knapp

Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days




Refinement

The product team came up with UX logic for a few parts of registration. We spent time reviewing and analyzing this. My main goal was to ask as many questions as possible to finalize and understand the scope of this feature.

Ideation as a team

From the logic provided by the product team, it was clear to me we needed to split this capability even further than first determined. There was a lot more complexity for the user when setting up their account.


Getting ready for handoff

Our working sessions helped me to fully understand the capability, study the current experience, and explore potential ways to improve the process. After agreeing on the direction with compliance and stakeholders, it was time for product handoff to design.


Abstract diagram showing a simple process

03/ Design Sprint

An iterative and lean design approach

Abstract diagram showing a simple process


Overcoming limitations

One of the challenges in this process was the lack of user testing and feedback. We had minimal feedback from providers who use the portal and have went through the current registration process. Keeping this in mind, I started researching, sketching, and concepting ideas.

Security compliance

The first requirement for this capability were based on security compliance. I recognized quickly designing the user experience would have limitations. The biggest challenge would be to finding a way to optimize the experience while following the security requirements.

Working as a team

My focus was on mapping out the experience and identifying pain points, goals, and risks. The product team had an idea of how to solve different problems and in times where we might not fully agree with each other, we spent sessions digging deeper.

Reimagining the journey

In the studying and defining the capability, I would uncover complexity behind the flow and began to expand the map. This allowed us to hide this complexity from the user and provide them with a simple and easy to use process.

Diagram showing complex process


Map, simplify, repeat

With the product owners, we spent time iterating the journey. It was important for us to build a strong foundation before imagining the layout. We would go on to use the map throughout the project to aid discussion, support developers, and act as a springboard to produce the wireframes.

Wireframes

Outlining all of the information required at each step allowed us to be able to move quickly to build out and continue to refine the experience.

More work to be done

The wireframes changed immensely from the first iteration. We were just at the beginning of our process. We identified problems we did not find when mapping the journey. For example, we had a multi-step process within the verification step which was not optimized for the user for a couple reasons. We were not minimizing the users' memory load - there was a chance the user could forget information entered on a previous step.

04/ The Outcomes

An iterative and lean design approach

Sprint planning
Getting on the same page

I worked closely with the product and development mean to plan the sprints for this feature, each lasting about two weeks. The feature was split into four pieces and we planned sprints accordingly from conception to design, then development.

Journey map
Refine and iterate

We had many iterations of our journey map in which the experience was refined more and more each time. For instance, we removed steps in the registration process that were unncessary or redundant. We added certain flows based on new requirements and change others after finding better, more creative solutions to a complex process.

Wireframes
Capturing the experience

I delivered multiple wireframes to the product and development team.

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Under a non-disclosure agreement

This link will become active once I’m able to share it.

Final prototype
Moving to production

With the final prototype, the development could move on production.

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Under a non-disclosure agreement

This link will become active once I’m able to share it.

Supporting development
Following closely until release

I worked closely with the developers to ensure the experience, interaction, and design for the registration process was perfect.

05/ More Case Studies

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