Lenya King
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Physician Relationship Management (PRM)

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Overview

Overview

Infor Physician Relationship Management (PRM) is a tool which physician liaisons, managers, directors, and executives can use to understand their competitors and markets better, as well as drive revenue through enhancing relationships with physicians. PRM provides added insight into physician referral patterns, claim counts, patient counts, and hospital revenue generation. Our team's goals included redesigning the UI and improving the usability as well as the overall performance. Additionally, we needed to align the look and feel of Infor PRM with Infor's healthcare suite of products.

  Role:   Senior UX Designer   Company:   Hook&Loop (Infor)   Team Members:   UX Lead, UX Researcher, Product Manager

Role:
Senior UX Designer

Company:
Hook&Loop (Infor)

Team Members:
UX Lead, UX Researcher, Product Manager

Challenge

Challenge

My team was tasked with redesigning the current product. We also needed to identify and articulate the required improvements. Additional resources were distributed among the teams, specifically new personnel.

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Process

Process

We piloted Object-Oriented User Experience (OOUX) to help us understand and organize the content within PRM. OOUX focuses on designing objects before actions, and looking at the relationship objects have with one another. As discussed on A List Apart: "When we jump right into actions, we run the risk of designing a product with a fuzzy reflection of the user’s mental model. By clearly defining the objects in our users’ real-world problem domain, we can create more tangible and relatable user experiences.”

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 We conducted several workshops around OOUX and produced an output document to help us understand the content in the PRM space. Afterward, we were informed that another tool, Infor Customer Relationship Management (CRM) would exist on the same platform as PRM. PRM was soon absorbed into CRM.

We conducted several workshops around OOUX and produced an output document to help us understand the content in the PRM space. Afterward, we were informed that another tool, Infor Customer Relationship Management (CRM) would exist on the same platform as PRM. PRM was soon absorbed into CRM.

 As a consultant to the CRM team, I advised designers on user interviews, process flows and making sure the visual design aligned with platform requirements.

As a consultant to the CRM team, I advised designers on user interviews, process flows and making sure the visual design aligned with platform requirements.

Outcome

Outcome

CRM and PRM moved to a global platform and became more mobile-friendly.

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