Redesigning legacy application to triple medical assessment scheduling efficiency
Situation
Inovalon’s iTCC internal application, used by call center representatives to schedule medical assessments with members, had accumulated features over more than a decade without considering overall user experience. The aging tabbed interface required agents to navigate to different tabs for every action, creating inefficiencies that limited assessment scheduling capacity. Additionally, the application was transitioning to a new Angular development framework, requiring new component development for an initial design system.
Task
ROLE: Researcher and Designer
RESPONSIBILITIES: Legacy Application Redesign, User Research
COLLABORATORS: iTCC Product Manager, Head of Call Center Operations, Head of Clinical Operations, Product Engineering
I was tasked with reimagining and redesigning the iTCC application to increase efficiency and enable scheduling more assessments in less time. My responsibilities included validating existing design decisions against current user needs, conducting user research with internal employees, and designing components compatible with the new Angular framework while partnering with engineering resources.
Action
Problem Clarification & User Journey Mapping: Collaborated with product and customer care leadership to clarify that the tabbed approach was problematic, requiring agents to navigate multiple tabs for single actions. Created current vs. updated user journey maps to understand workflow changes and combined actions into a unified Member Profile page.
Various tabs the original system required
User Research with Internal Staff: Conducted comprehensive user research with call center agents, treating internal employees as legitimate users rather than relying solely on management assumptions. Validated and invalidated existing product assumptions through direct user feedback.
Updating the application flow
Iterative Design & Prototyping: Developed various mockup and prototype iterations enabling agents to: search for members, access and edit Member Profiles including PCP and PHI updates, and complete intervention actions within a single interface. Maintained lower-fidelity designs to encourage iteration and feedback.
Design progression
Member Profile design iteration based on research findings
Angular Framework Component Design: Partnered with engineering resources to build newly designed components for the Angular framework transition, developed Inovalon’s first design system, Catalyst using Material Angular components. This required additional alignment meetings to ensure technical feasibility of design solutions while building consistency with the established design system standards.
Building the first Inovalon Design System - Catalyst
Results
“We broke the record for scheduled visits!”
The single-page workflow eliminated tab navigation inefficiencies and consolidated essential functions into a unified Member Profile interface. The redesigned application demonstrated immediately efficiency and optimization results. And with a nascent design system, future iterations implementations will be faster and streamlined.
Results included
Record-breaking scheduled visits within 30 days
3x increase in scheduled assessments within 90 days,
