Viewics - Acquired by Rosche
Updated: Sep 10, 2019
Head of UX
BI and analytics solution to automate healthcare clinical operations. I worked as Head of UX under the VP of Product.
Viewics had created a tool that allowed labs and hospitals the ability to automate lab testing results at a much faster rate. This process took the existing process of labs requiring testing to occur overnight due to data constraints, to becoming almost instant. Viewics did this through connecting directly to labs and their existing infrastructure, unlike competitors.
When I started, Viewics' main tool allowed doctors and administration to view all the testing updates through Tableau, an existing data visualization software that Viewics was licensing. There was agreement that customers liked our current tool, but there was little to no insight into how the tools were being used. The only insights came from the sales team. Because of this, we didn't really know how the product was doing.
My role and process
As the Head of UX, a role where I implemented design and helped to scale the front-end development team, I worked directly with engineering to prototype and build out existing and new product solutions.
Team size: 1 lead UX/UI Designer (myself), 2 designers, 4 Full-Stack Engineers, 1 Data Scientist.
Research and testing methods: Client interviews, usability testing, analytics, rapid-prototyping, A/B testing.
The first goal of my role was to gain insight into how users experienced the product.
The step I pushed for immediately was to set up actual analytic tracking in the tool (Yes, it did not have any user data we could track), and I began interviewing users. This research helped us discover users weren’t really using the tool, because they couldn’t figure out how to use it. These issues were defined:
False simplicity - it was actually extremely difficult to use.
Creating search queries in the tool was difficult.
There was a reliance on Viewics' customer support team to do everything in the tool.
Setting up new test result workflows was overly complicated.
Notifications in the tools had not been aligned with real user needs.
With this new info, I began to work with the internal team to answer the following questions:
How much do users really want to make changes to data inside the tool?
What ways can we notify users?
How will our product change as we expand to different industries and use cases?
After this process, we defined that our users wanted much more automation, and wanted notifications that synced with their work and lives. This broke our UX further into two flows, 1) Internal tools to automate more of Viewics' internal work and 2) simplified external tools for the clients.
I then began working with internal teams to define the tools we would need to solve these questions. This took the form of 1:1 interviews, team brainstorming, and quick white boarding to create an array of possible solutions to test.
We broke problems into two focus areas, internal tools to speed up the ramp time for new companies. And a simplified dashboard for main stakeholders.
We needed to quickly simplify the existing tool’s UI to allow users to better understand the content. This meant removing controls, and simplifying dashboard content.
With solutions like InVision paper prototypes, we could then move quickly into real prototyping to get real data back. We used Firebase for initial steps, then Viewics' internal web stack.
A reusable template that allowed for scalability between products with different organizations and teams. Below is an example of one of those templates.
In the end, this work led to simplified solutions for users based on their lab and organization needs, which allowed for a product tier to be implemented. This also helped move Viewics into a position to be sold to one of their main clients Rosche.