Michael Hellen > ezyVet Improved Workflow
NOTE: This large and complex workflow redesign was led by me in collaboration with design, product, and engineering teams. I simplified this portfolio entry but am happy to discuss it in more detail.
Background
ezyVet is a cloud-based veterinary practice management software designed to streamline the administrative and clinical operations of veterinary practices. It offers features such as appointment scheduling, patient records management, billing, inventory tracking, and reporting. ezyVet aims to improve efficiency by offering endless configuration possibilities to address each hospital’s individual needs.
Examples of current design
Problem statement
The challenge with endless configuration possibilities is the resulting complexity, lack of standardized workflows, and a steep learning curve that can take months or even years to master. For the user this means more time spent completing clinical notes and lost potential revenue. I describe ezyVet as Software as a Self-service rather than Software as a Service. Customer feedback and low NPS scores underscore the significant difficulties users face. If we can simplify the workflow, users will be able to spend less time on the site and more time with patients, and increase their revenue by reducing missed charges.
Goals
Reduce time spent writing clinical notes.
Reduce learning curve to onboard new users.
Create best practice workflow to to reduce need for complex configurations.
Improve charge capture from estimate to treatment to invoice.
Increase customer satisfaction.
Design considerations
Our users are busy treating animals and often have their hands full, which prevents them from learning new technology.
There are 114k current users with plans to grow to 400k users in three years.
Current users are resistant to change because they’ve invested significant time into learning the complex interface and configuring the product.
It takes several months to years for new users to feel comfortable using ezyVet.
How do we satisfy current users while making it easier for new users?
How do we build a robust billing model that reduces missed charges?
The plan
After gathering related data and customer feedback, we identified three key areas for improvement. First, enhancing the pre-appointment check process to efficiently gather relevant patient medical information. Second, improving note-taking capabilities by including a patient questionnaire that clients can complete prior to the appointment and integrating AI. Third, refining the treatment plan and billing processes to ensure clarity and accuracy. These improvements aim to address user concerns, enhance efficiency, and improve overall user satisfaction with ezyVet.
Pre-appointment check
One challenge in the current design is quickly finding important clinical information about a patient before an appointment. Users often have only a few minutes to prepare, and navigating the site is time-consuming.
Clinical notes
Enter text here…
Current framework
To maintain user equity, I audited the current framework to determine how features could be applied to a proposed framework.
Basis for the new workflow, based on appointment type
Move to patient card
Move to notes
Move to tab
Move to right pane
Move to pre-appointment check
Move to action buttons bar
Move to overflow action button
Remove
TBD
Proposed framework
Wireframe
Latest prototype
The designs went through several iterations based on learnings from user feedback and testing, as well as better understanding from internal subjective matter experts and additional data. A few areas of improvements include combining notes into one tab, expanding on the patient questionnaire, and including previous clinical information.
Patient questionnaire concept
After speaking with users, the idea of a patient questionnaire that can be sent to a client to complete before the appointment proved to be very popular since it would save them time. To expand on the feature, I mapped out a model to illustrate how a questionnaire can work with their templates.
Treatment plan flow
In the current design, there isn’t a clear path for capturing charges for an appointment. Users need to reenter items on the invoice from the estimate, and invoiced products then flow backward into the treatment plan. To improve this, I created a flowchart illustrating how products could logically travel through an appointment from estimate to treatment to invoice. This flowchart will guide the next phase of treatment plan improvements.
Proposed product flow
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