When Design Thinking and Healthcare Meet-up, Only Great Things Happen.
DocuTAP is a classic start-up. It's humble beginnings in the basement of founder and CEO, Eric McDonald, rose to high status after funding from venture capital agency, Bessemer Ventures and took the healthcare market by storm.
In 2013, I joined the DocuTAP team to lead design into a new competitive realm. The single greatest opportunity was to separate them from their competition. Prior, the marketing design was all business: boring, bland, and focused too heavily on product features, rather than benefits, and the product design lived in the mid to late 1990s and consistently had inconsistent experiences throughout the same product.
Product UI/UX Design
When arriving at a Product UI/UX Design solution, we had a few opportunities, and a few problems to solve. First was to keep the overall feel of the brand, second, was to be sure simplicity won out with all patient-facing applications, and third was to make it awesome.
Traditionally, healthcare is riddled with overly complex solutions that attempt at solving problems. However, this unintentionally created new ones that never got solved and would cost loads of support dollars. A modern UI is really nice to have and helps take work off the sales team, but we didn't want to walk into these projects thinking it was going to solve problems. To account for this, we tested with users, asked questions, and implemented and used GV's Design Sprint as a framework to elicit meaningful feedback. In the case of the patient portal, a problem we thought we were going to solve turned out to be a smaller problem comparatively. Design Sprint FTW :^)