Manage COVID-19 Machines Remotely Worldwide
The Challenge
Before 2020, Abbott’s field technicians relied on a manual software update process for over 100+ customer accounts per employee. With the amount of accounts per employee, outdated contact information, time-consuming processes, and pandemic restrictions, technician efficiency was severely impacted. This lead to poor time management and an increased number of errors.
The Solution
Work around pandemic restrictions and simplify the employee process by building up a software product to digitize updates and manage lab machines remotely.
Uncovering pain points & opportunities through UX Research
The Research
We conducted more than 100 thorough interviews with Abbott’s internal stakeholders and field technicians get some information about the current process. They conducted interviews and studied all the details about a technician’s daily workflow over a two-month period.
The Takeaways
Pain Points: Inefficient communication, Inability to go on-site due to the pandemic, Disorganized process and documentation, Feeling out-of-control. User Goals: Efficient time management, Reducing errors, Handling communication efficiently, Feeling in-control.
Defining the target
Proto Personas were developed upon the real people interviewed. Their personality traits and potential hooks & frustrations were brought to light.
Building the product behavior
After gathering information about the key user’s goals and frustrations, we began strategizing the information architecture & user flows of the web portal.
Uncovering pain points & opportunities through UX Research
Wireframes
Since it was the first time our update process went digital, the design team took potential friction points into consideration while creating wireframes and planning out content.
User Testing
The clickable wireframes were tested in Zoom meetings and participants were asked to complete a series of tasks. The design team drafted a series of questions to understand what worked, what didn’t, and what would need to be fixed before starting the high-fidelity designs.
Giving a nice look to a functioning prototype
