Healthcare SAAS - MPH Suite and role-based permissions
Healthcare SAAS - MPH Suite and role-based permissions
Healthcare SAAS - MPH Suite and role-based permissions
The goal of this project was to reduce the time spent onboarding a customer and design a product suite for better navigation and discoverability.
The goal of this project was to reduce the time spent onboarding a customer and design a product suite for better navigation and discoverability.
The goal of this project was to reduce the time spent onboarding a customer and design a product suite for better navigation and discoverability.
My role
My role
Lead product designer
Lead product designer
Lead product designer
Company
Company
Mpowered Health
Mpowered Health
Mpowered Health
Industry
Industry
Healthtech
Healthtech
Healthtech
About Mpowered Health
About Mpowered Health
About Mpowered Health
Mpowered Health is a marketplace that enables payers, providers, and other healthcare organizations to acquire & engage consumers and comply with regulatory mandates.
Mpowered Health is a marketplace that enables payers, providers, and other healthcare organizations to acquire & engage consumers and comply with regulatory mandates.
Mpowered Health is a marketplace that enables payers, providers, and other healthcare organizations to acquire & engage consumers and comply with regulatory mandates.
Challenge
Challenge
Challenge
In the current scenario, Mpowered Health has multiple B2B products for the needs of healthcare organizations. The onboarding in the pilot phase for these organizations took somewhere around 1-2 months, depending on their needs and customizations. This led to an increase in cost for both MPH and the client, as there was too much spending on troubleshooting and customizations.
Also, these products have separate logins and are not connected, which makes it difficult for enterprise users to switch between different products. This gave Mpowered Health a competitive disadvantage, as other solutions like Care Cloud had seamless integration in their product suite.
In the current scenario, Mpowered Health has multiple B2B products for the needs of healthcare organizations. The onboarding in the pilot phase for these organizations took somewhere around 1-2 months, depending on their needs and customizations. This led to an increase in cost for both MPH and the client, as there was too much spending on troubleshooting and customizations.
Also, these products have separate logins and are not connected, which makes it difficult for enterprise users to switch between different products. This gave Mpowered Health a competitive disadvantage, as other solutions like Care Cloud had seamless integration in their product suite.
In the current scenario, Mpowered Health has multiple B2B products for the needs of healthcare organizations. The onboarding in the pilot phase for these organizations took somewhere around 1-2 months, depending on their needs and customizations. This led to an increase in cost for both MPH and the client, as there was too much spending on troubleshooting and customizations.
Also, these products have separate logins and are not connected, which makes it difficult for enterprise users to switch between different products. This gave Mpowered Health a competitive disadvantage, as other solutions like Care Cloud had seamless integration in their product suite.
Results
Results
Results
The new solution features a product suite, making it easier for users to discover different MpoweredHealth products and access essential features. Also, the role-based access feature reduced the onboarding customizations, which resulted in reducing the onboarding time by 30%.
The new solution features a product suite, making it easier for users to discover different MpoweredHealth products and access essential features. Also, the role-based access feature reduced the onboarding customizations, which resulted in reducing the onboarding time by 30%.
The new solution features a product suite, making it easier for users to discover different MpoweredHealth products and access essential features. Also, the role-based access feature reduced the onboarding customizations, which resulted in reducing the onboarding time by 30%.
30%
30%
30%
Reduced onboarding time
Reduced onboarding time
Reduced onboarding time
25%
25%
25%
Reduced support tickets
Reduced support tickets
Reduced support tickets
Scope and impact of the project
Scope and impact of the project
Scope and impact of the project
To clearly understand the objective of the project, I organized a kickoff meeting. I met with stakeholders (product, sales, support) to understand the business context, user pain points, current solutions, and success metrics.
To clearly understand the objective of the project, I organized a kickoff meeting. I met with stakeholders (product, sales, support) to understand the business context, user pain points, current solutions, and success metrics.
To clearly understand the objective of the project, I organized a kickoff meeting. I met with stakeholders (product, sales, support) to understand the business context, user pain points, current solutions, and success metrics.
This exercise gave us a chance to take a step back and look at the business from 1,000 feet. It gave us direction for the next phase of the project.
This exercise gave us a chance to take a step back and look at the business from 1,000 feet. It gave us direction for the next phase of the project.
This exercise gave us a chance to take a step back and look at the business from 1,000 feet. It gave us direction for the next phase of the project.
Research
Research
Research
Understand the existing onboarding journey
Understand the existing onboarding journey
Understand the existing onboarding journey
We came together to discuss the ongoing journey of the organization's onboarding and understand the pain points. We made a rough map to help other stakeholders visualize the onboarding process and clearly articulate their ideas.
We came together to discuss the ongoing journey of the organization's onboarding and understand the pain points. We made a rough map to help other stakeholders visualize the onboarding process and clearly articulate their ideas.
We came together to discuss the ongoing journey of the organization's onboarding and understand the pain points. We made a rough map to help other stakeholders visualize the onboarding process and clearly articulate their ideas.
There were multiple support tickets highlighting the issue related to user role management and integration between different solutions. This gave us a better idea of the different areas where our focus should be.
There were multiple support tickets highlighting the issue related to user role management and integration between different solutions. This gave us a better idea of the different areas where our focus should be.
There were multiple support tickets highlighting the issue related to user role management and integration between different solutions. This gave us a better idea of the different areas where our focus should be.
“ …I am encountering difficulties in accessing the various solutions our healthcare enterprise subscribes to. It seems there is no centralized portal where we can conveniently access all the solutions in one place…
“ …I am encountering difficulties in accessing the various solutions our healthcare enterprise subscribes to. It seems there is no centralized portal where we can conveniently access all the solutions in one place…
“ …I am encountering difficulties in accessing the various solutions our healthcare enterprise subscribes to. It seems there is no centralized portal where we can conveniently access all the solutions in one place…
User
User
User
Customer, XYZ org
Customer, XYZ org
Customer, XYZ org
Pain points
Pain points
Pain points
These are some of the pain points in the current onboarding journey. These were captured based on our discussions with stakeholders and our demo calls with enterprise customers. Some of the support tickets also reflect the same issues.
These are some of the pain points in the current onboarding journey. These were captured based on our discussions with stakeholders and our demo calls with enterprise customers. Some of the support tickets also reflect the same issues.
These are some of the pain points in the current onboarding journey. These were captured based on our discussions with stakeholders and our demo calls with enterprise customers. Some of the support tickets also reflect the same issues.
Extra development cost to tailor the platform for different roles of the healthcare organization.
Extra development cost to tailor the platform for different roles of the healthcare organization.
Extra development cost to tailor the platform for different roles of the healthcare organization.
Permission customizations may require iterative adjustments based on user feedback.
Permission customizations may require iterative adjustments based on user feedback.
Permission customizations may require iterative adjustments based on user feedback.
Organizational users encounter difficulties in accessing the products due to multiple logins and bad discoverability.
Organizational users encounter difficulties in accessing the products due to multiple logins and bad discoverability.
Organizational users encounter difficulties in accessing the products due to multiple logins and bad discoverability.
Ideation
Ideation
Ideation
Future state vs ideal state vs MVP state
Future state vs ideal state vs MVP state
Future state vs ideal state vs MVP state
We did a brainstorming session to ideate what the experience should look like in the next 2-3 years, in the next year, and in the MVP state. It allowed us to project into that desirable future, then narrow down our thinking to the ideal product state (1-year goal), and finally think about what the immediate user experience should look like.
We did a brainstorming session to ideate what the experience should look like in the next 2-3 years, in the next year, and in the MVP state. It allowed us to project into that desirable future, then narrow down our thinking to the ideal product state (1-year goal), and finally think about what the immediate user experience should look like.
We did a brainstorming session to ideate what the experience should look like in the next 2-3 years, in the next year, and in the MVP state. It allowed us to project into that desirable future, then narrow down our thinking to the ideal product state (1-year goal), and finally think about what the immediate user experience should look like.
Solving for MVP
Solving for MVP
Solving for MVP
While solving for MVP, we emphasized the areas that can make the most impact with the minimum amount of effort. Below is the map during the initial ideation of the project, trying to brainstorm from a 10000-foot perspective. The focus here was to reduce the redundant backend tasks which takes the most amount of time while onboarding the customer.
While solving for MVP, we emphasized the areas that can make the most impact with the minimum amount of effort. Below is the map during the initial ideation of the project, trying to brainstorm from a 10000-foot perspective. The focus here was to reduce the redundant backend tasks which takes the most amount of time while onboarding the customer.
While solving for MVP, we emphasized the areas that can make the most impact with the minimum amount of effort. Below is the map during the initial ideation of the project, trying to brainstorm from a 10000-foot perspective. The focus here was to reduce the redundant backend tasks which takes the most amount of time while onboarding the customer.
Key decisions
Key decisions
Key decisions
For MVP, we decided to do the account creation for the organization admin at the backend and give admin the option in the UI to invite other users while setting up the roles and permissions.
For MVP, we decided to do the account creation for the organization admin at the backend and give admin the option in the UI to invite other users while setting up the roles and permissions.
For MVP, we decided to do the account creation for the organization admin at the backend and give admin the option in the UI to invite other users while setting up the roles and permissions.
Giving the option to add roles and customize permissions to the admin will save onboarding time, as many product customizations are related to defining permissions for different roles.
Giving the option to add roles and customize permissions to the admin will save onboarding time, as many product customizations are related to defining permissions for different roles.
Giving the option to add roles and customize permissions to the admin will save onboarding time, as many product customizations are related to defining permissions for different roles.
To improve the navigation and discoverability of all the solutions, we decided to design a product suite that will act as a gateway to the different solutions. Admins can also manage roles and permission configurations through this portal.
To improve the navigation and discoverability of all the solutions, we decided to design a product suite that will act as a gateway to the different solutions. Admins can also manage roles and permission configurations through this portal.
To improve the navigation and discoverability of all the solutions, we decided to design a product suite that will act as a gateway to the different solutions. Admins can also manage roles and permission configurations through this portal.
Explorations
Explorations
Explorations
We explored multiple ideas before jumping to the UI. Below are some of the ideas that came up during the ideation. We also looked at other product suites, like Atlassian and Adobe Creative Cloud, to explore ideas.
We explored multiple ideas before jumping to the UI. Below are some of the ideas that came up during the ideation. We also looked at other product suites, like Atlassian and Adobe Creative Cloud, to explore ideas.
We explored multiple ideas before jumping to the UI. Below are some of the ideas that came up during the ideation. We also looked at other product suites, like Atlassian and Adobe Creative Cloud, to explore ideas.
Prototype
Prototype
Prototype
Product suite
Product suite
Product suite
This page acts as a gateway to all the solutions that Mpowered Health offers to the client. When an admin logs in for the first time, they see an option to invite other users to the platform. They can also configure the roles and permissions by going to the Manage Roles tab.
This page acts as a gateway to all the solutions that Mpowered Health offers to the client. When an admin logs in for the first time, they see an option to invite other users to the platform. They can also configure the roles and permissions by going to the Manage Roles tab.
This page acts as a gateway to all the solutions that Mpowered Health offers to the client. When an admin logs in for the first time, they see an option to invite other users to the platform. They can also configure the roles and permissions by going to the Manage Roles tab.
Invite user
Invite user
Invite user
To invite a user to their platform, they have to enter the user details, assign a role, and give permissions. Now, they can tailor the permissions as per their needs.
To invite a user to their platform, they have to enter the user details, assign a role, and give permissions. Now, they can tailor the permissions as per their needs.
To invite a user to their platform, they have to enter the user details, assign a role, and give permissions. Now, they can tailor the permissions as per their needs.
Manage roles
Manage roles
Manage roles
They can edit the configuration of any role and invite new users to a particular role by just clicking on that role.
They can edit the configuration of any role and invite new users to a particular role by just clicking on that role.
They can edit the configuration of any role and invite new users to a particular role by just clicking on that role.
Let's create impactful designs together!
Your quest for a dedicated digital designer ends here. Let's craft unforgettable experiences together, leaving a lasting mark.
Let's create impactful designs together!
Your quest for a dedicated digital designer ends here. Let's craft unforgettable experiences together, leaving a lasting mark.
Let's create impactful designs together!
Your quest for a dedicated digital designer ends here. Let's craft unforgettable experiences together, leaving a lasting mark.