Monroe CASE STUDY
Making data analytics a seamless experience for the Business Development Director for 3 major facilities.
THE PROBLEM STATEMENT
How do make data analytics framework for the multiple healthcare facilities for the BDD
• Report generation is time consuming.
• Missing data.
• Identification of the referrals and intakes.
MY ROLE
This project intends to create a service where my role is comprised of solo end to end responsibilities incorporated with User Interview, User research, User experience design, and UI design.
DESIGN THINKING was the process that I followed with a user-centric approach to every process.
It includes the entire UX cycle from Exploration to creation, from ideation to prototyping, and finally testing within the internal team, as of now.
Concord Care Intake Business Development Marketing Persona - created for every member of the intake team.
BUSINESS OVERVIEW
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What is Care Intake?
Overview
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A solution designed for price-sensitive healthcare organizations needing CRM integration with their Intake and Referral system to oversee patient referral networks - offered as a 'mini healthcare CRM’. It allows providers to monitor and manage interactions with emergency departments (EDs), physicians, specialists, and other referral sources. Using Concord's Dashboard/Analytics, organizations can categorize and prioritize connections, identify opportunities, and deepen relationships to boost patient referrals
Features:
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Referral network market analytics
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Referral partner marketing and relationship reporting
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Sources profile creation and liaison management
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BizDev department communications and management
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New lead tracking with predictions
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Mobile-friendly
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Data:
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Inpatient Psychiatric: 700 Hospitals
Addiction Services: 800 Residential Organizations
Community Mental Health (CMHC): 3,000 Centers
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Value Proposition
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Drive Care Intake sales and adoption for price-conscious (Small and Midmarket) facilities
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Supporting Costs
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5 Developers (India) for 2 quarters = $161k
USE CASE DEFINED
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Using Care Intake outbound for referral Marketing
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Send out mass communication to their sources using the Send Fax feature.
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Faxes will go out 2-3 times per week to multiple recipients
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Referral Marketing Fax out will include:
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Unique message
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Bed availability
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Contact us via email
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Opt-out if needed
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CRM use case: Take notes for meetings, add website URL and export as profiles, department management, lead tracking.
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USER PERSONA
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CUSTOMER JOURNEY MAP
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FIGJAM LINK: https://www.figma.com/file/tN5jk3n5UFEtA7X3QnA5vV/Untitled?type=whiteboard&node-id=0%3A1&t=YpZrjBy2tNAohMaq-1
High value feature that will need development time in Care Intake:
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Integration of Care Intake with cloud fax eCast and P2F application.
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Enhanced Address Book for source reflection and simultaneous faxing to multiple recipients.
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Creation of Timestamped Source Profiles and Liaison Management.
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BizDev Department communication and Mass Email management.
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Weekly/cyclical Tracking Notifications and Fax Management.
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Analytics for Sent Faxes: Before-and-After comparison and Lead Tracking.
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BizDev Department communication and report export.
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Referral network market analytics view.
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Ability to merge sources
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Ability to add multiple fax numbers to sources
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Central source/ call center scenario as a source
HI-FI Prototype
