re-thinking an old process in a digital way

Client:  ATP Planner Inc.       Project Date:  2014 & Ongoing
About the Project
I was approached by 2 members of the dental industry who wanted to create an online "study club" - a place for dental colleagues to collaborate on cases online, share ideas and communicate with a network of professionals they wouldn't otherwise have access to. After looking for existing technology that could address their needs, we decided to build a custom product - a digital case manager named ATP Study Club.
My Role
PRODUCT DESIGN / UX / COPYWRITING
With the product being a very lean start-up, I have to wear many different hats including - Lead UX and product designer, visual designer, & content writer. I worked closely with an overseas development team to create a working prototype we could show to potential investors.
About the Product

I was approached by 2 members of the dental industry who wanted to create an online "study club" - a place for dental colleagues to collaborate on cases online, share ideas and communicate with a network of professionals they wouldn't otherwise have access to. After looking for existing technology that could address their needs, we decided to build a custom product - a digital case manager named ATP Planner.

My Role

PRODUCT DESIGN / UX / COPYWRITING  
With the product being a very lean start-up, I have to wear many different hats including - Lead UX and product designer, visual designer, & content writer.
I worked closely with an overseas development team to create a working prototype we could show to potential investors.

where the product Is at now

ATP is a constant work in progress. Below are a few screens showing the latest evolution of the product's design. The first image is the ATP Planner landing page where users can sign-up or login. 

Once the user has logged in, the first screen they land on is the MyATP section. MyATP acts as a dashboard, giving the user a quick overview of the activity on all of their cases. For new users logging in for the first time, we designed a simple onboarding experience explaining the main components of the website and how to get started on their first case.

Once the member has been using the product, the Case update feed and Upcoming Milestone section would populate with their own case data, allowing them to stay on top of multiple cases at once.

The Case Manager is where the user can get a detailed overview of all the cases he's working on, what stage they are at, and if any have been updated.

Dental professionals are busy people, and they don't have time to learn a complicated new technology. We designed ATP Planner to be simple and fast to use - borrowing from common social media design patterns that would be easily adapted by our dental industry users. Below is an example of in-case messaging.

did i mention our team is lean?

When I was approached with this product idea, my first thought was that our lack of resources would make it an impossible task. Our team consisted of two product owners with vast experience in the dental industry, but none in digital product development; one digital product manager; one UX designer (me); and a small development team in India. It's been an amazing journey so far - I can't wait until the product officially launches.

STAY TUNED FOR UPDATES!
ATP Planner is currently in limited BETA - but it won't be for long. The product is constantly improving and evolving with every user we add to the platform. For more information about the product, visit: www.atpplanner.com

how the product has evolved - wireframes

Below are some older wireframes showing various components and states of the product.
Below is the "Start a new case" widget. It's omnipresent and can be accessed at anytime throughout the user's journey.

The Case Manager section lists all of the dental cases the user currently owns, or is part of.

communicating within a case

Below is the Messaging section inside of an active case. We wanted to make the communication throughout the cases straight-forward and organized, but conversational

milestones

Case milestones are important in the dental industry so we made that an integral part of the workflow

Left: Milestones are a very important part of case management in the dental industry. We wanted to make sure that the work flow to add a new milestone, or check the status of a milestone, was simple. We also wanted to ensure that the user could do this from within a specific case OR directly from the Calendar section for any case he's involved with.

We also added the feature to assign other colleagues to the milestone with the option to send them a reminder before the event occurs.

calendar

The calendar section allows users to monitor upcoming milestones or events with two different viewing options - calendar and list view.

requests

The requests section allows users manage case and milestone requests they send out and receive

members

The members section lists all active members. If the user drills down into another member's profile page, he can view the member's details as well as a list of any current or completed projects the user has worked on with the member.

but How did it begin?

It's been an ever-evolving process. The owners wanted to build a product that focused on collaboration and making connections to colleagues outside of their usual networks. What we didn't realize at the time, was that this wouldn't end up being the primary function of the product.

Note: Since our budget was extremely small, our focus at this stage was desktop only. Plus, a lot of the dental software used in digital case work wasn't mobile optimized, so it made sense to start on the platform most of their existing work flow happens on.

I started with some sketches and process diagrams to organize the various workflows

Top: Rough sketch showing what the primary user workflow is. Right: Some early sketches of the Members section, and how Member profiles should be organized. Bottom: Adding a milestone to a case. 

Below are some initial wireframes. My first attempt at the dashboard was busy and lacked focus. The two main work flows - dental case management, and social networking, were fighting with each other.

We created a social networking structure similar to Twitter. Dentists could follow other dentists, communicate with them through their public feeds, and see what public cases they were working on.

When a case was completed, it would be moved to the archives, where other dentists could review and learn from the cases.

When a dentist wanted to create a new case, they would have to submit the case for approval, and ATP admin would assign dental "experts" (specialists) to work on the case depending on the subject matter.

related works

THE THING IS...IT JUST WASN'T RIGHT

The more we worked on the product, the more we realized that the focus wasn't quite right. So, I talked to a few of our target users about their current case management work flow - and it wasn't pretty. Many dental cases require a small team of dentists with varying specialities, plus a dental lab. Each specialist works in his own silo, communicating with the others by phone or email. (which doesn't always leave an easy trail to follow). When dentists need to send medical case data to other specialists, the process is even worse:

STEP ONE: Large digital dental files are written to a DVD and packaged securely.
STEP TWO: Package is couriered as quickly as possible to dental specialist or dental lab.
STEP THREE: Package is received by specialist or lab, who must download the dental files to his computer system.

KEY INSIGHT: The current process to physically send large data files is expensive and time consuming for everyone involved. The ability to efficiently send these files digitally - without having to use an external product like Dropbox - could become the most important function of this product.

the product became focused solely on case management

With a narrowed focus, we were able to structure a much better work flow into the wireframes. It's been an interesting process watching this product evolve. I'm excited to keep it moving forward. Check back here for updates!

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