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.

 Once the designs for tablet and desktop were finished, the focus then shifted to building a native app, as research indicated that was where the greatest need was. Hook&Loop’s design system, SoHo, had not yet included mobile usability and design patterns; as a result, I stayed on for an additional few months. I continued my role as a consultant and helped advise the CRM team in interaction and visual design areas.

Once the designs for tablet and desktop were finished, the focus then shifted to building a native app, as research indicated that was where the greatest need was. Hook&Loop’s design system, SoHo, had not yet included mobile usability and design patterns; as a result, I stayed on for an additional few months. I continued my role as a consultant and helped advise the CRM team in interaction and visual design areas.

Outcome

Outcome

infor-cloudsuite-crm-mobile-ios.jpg
 CRM launched in April 2019. From the press release:  “…Today [Infor] announced the availability of Infor CloudSuite CRM Mobile for iOS, a new native mobile solution to simplify customer relationship management for busy, on-the-go sales professionals. Designed by Infor’s Manhattan-based in-house design agency Hook&Loop for maximum usability, Infor CloudSuite CRM Mobile aligns with Infor’s goal of anticipating the needs of the emerging workforce. Now, users can see key information such as events, contacts, notes, and reminders from their mobile device, at anytime, from anywhere, without navigating through pages of data.”  Infor CloudSuite CRM Mobile for iOS is currently available in the Apple App Store and is planning to launch for Android devices in late 2019.

CRM launched in April 2019. From the press release:

“…Today [Infor] announced the availability of Infor CloudSuite CRM Mobile for iOS, a new native mobile solution to simplify customer relationship management for busy, on-the-go sales professionals. Designed by Infor’s Manhattan-based in-house design agency Hook&Loop for maximum usability, Infor CloudSuite CRM Mobile aligns with Infor’s goal of anticipating the needs of the emerging workforce. Now, users can see key information such as events, contacts, notes, and reminders from their mobile device, at anytime, from anywhere, without navigating through pages of data.”

Infor CloudSuite CRM Mobile for iOS is currently available in the Apple App Store and is planning to launch for Android devices in late 2019.