Ascent is a Swiss health service negotiating on behalf of over 100 million US healthcare lives.
Ascent hired me to help them with the re-design of a web CRM platform and improve the overall user experience.
Why the change
of the experience
was needed?
After a year of using the initially built software, user and customer feedback fell short of expectations. Dealing with noisy interfaces, a lack of understanding of a user’s needs or fundamental UX practices, and inconsistent interaction patterns made daily tasks a real struggle.
Despite several attempts by the implementation team to improve and tweak the stuff, the user experience only got more complicated. That’s when they decided to bring in a UX expert to make a real impact.
What was
the approach?
At the very start of my involvement, I was exploring and gathering all relevant insights, like what’s the current work flow, who are the users, what are their main operations, goals, challenges, and what are their obstacles based on previous feedback.
I immediately partnered with the product manager, business analyst, developers, and end users who knew the software much better, and I agilely communicated with them on a daily basis.
Through the workshop sessions and a bunch of questions like, What is user trying to accomplish here? What problem is this solving? Why is the screen organised this way? What’s the simpler version of this? Does this meet all functional requirements? and so on, I understood processes and needs much better, which helped me avoid assumptions and guesswork.
Our efforts led to an improved architecture, new streamlined functionalities, and refined data management.
Efficient data sorting and the app’s features, such as seamless navigation, dashboard overviews, searching and filtering, editing, versioning, bookmarking, commenting, and much more, significantly contributed to Ascent’s operational efficiency and overall performance.
Ascent Health Services - all rights reserved ®
