Evariant was realizing that traditional call center agents were not equipped with the data to efficiently address patient needs in most hospital systems. I was tasked with designing Engagement Center, an optimized call center that integrates demographic, socioeconomic, behavioral, historical marketing campaign data, and clinical data. This application was designed so that call center agents were able to set appointments, register for events, capture provider referrals, and many other tools to deliver personalized communication and promote proactive population health.
Above: My design enabled the call center agents to easily filter on a provider search of the closest and most readily available provider.
Evariant
Requirements Gathering, Wireframing, Prototyping, UI/UX Design, Stakeholder/User Feedback
Sketch, InVision
Left: The Evariant Engagement Center was designed to have a collapsible snapshot view of the caller throughout the application on the left side. This allowed the agent to always see a quick view into the patient's most recent activities. This included the last time the hospital system was in contact with the patient, upcoming/past appointments and events, and even household information that allowed the agent to easily access those records. Right: Detailed patient profile section with most recent activity timeline
This was one example of several process flows I created to ensure every screen was captured. In the end, hundreds of design comps were created to capture the full extent of the Engagement Center. I oversaw the development resources to ensure the look, feel, and functionality carried throughout the application.
This event registration page is part of the above process flow. Engagement Center had to support waitlisting for events.
These are outbound call screens. I created an area that allowed clients to include call scripting above the content area so that it was always visible while working with the patient. Left: Care Plan Wizard Right: Successfully Saved Referral