Baxter: Connecting Patients & Doctors through an Integrated Portal Experience.
Usability Testing, Product Design, Information Architecture, Content Strategy, Design System
What is Baxter?Baxter’s Hospital Products business manufactures products used in the delivery of fluids and drugs to patients across the continuum of care. These include IV and other sterile solutions and administration sets, premixed drugs and drug-reconstitution systems, IV nutrition products, infusion pumps, and inhalation anesthetics.
CHALLENGE:
Baxter needed a new system design for two portals and one web application. The goal was to improve user experience, simplify ordering, and reduce customer support inquiries.
RESULTS:
Reduced time spent on site by optimizing usability.
Improved transparency and user trust.
Decreased customer support call volume significantly.
PROTOTYPE:
My Role
UX/Product Design Lead – Designed a fully responsive user experience, including wireframes and visual design. Collaborated closely with Baxter Salesforce developers to ensure seamless implementation on Salesforce Lightning.
Team
Worked with Baxter’s internal development team, product owners, and key stakeholders.
Tools Used
Axure, Sketch, Salesforce Lightning
Timeline
6 Months
The Approach
Conducted user research and held workshops.
Created wireframes, user flows, and interactive prototypes.
Developed a content strategy tailored to portal users.
Each portal had a different set of objectives but generally we tried to capture a few key goals:
Minimize the time spent on site
Provide clear and intuitive ways to manage patients or your account
Promote & establish trust through transparency and ease of use
Present personalized experience based on audience
Present a simplified order experience
Decrease the number of Baxter support calls
Objectives
Interactive Flows
Content Strategy
Requirement Gathering
Prototype
Use-Cases
Usability Testing
Design System
Visual Design
Deliverables
Interactive Flows
Define user experience through the lens of personas and platform integrations.
Each flow was created based off a content workshop conducted with the client over the course of a a few days
Users can click through individual parts of the flow into more granular requirements
Content Strategy
Requirements Gathering
Prototype
Patient Portal
PROTOTYPE:
https://tpve5z.axshare.com/#g=1&p=portal_login
Establish trust within the portal to drive personal communication with patients and provide 24/7 access and engagement with Baxter.
Provide clear and intuitive ways for patients to view and manage order placement, delivery, calendars and notifications.
Present personalized experiences based on the individual patients’ preferences.
Customer Service Portal
PROTOTYPE:
https://tpve5z.axshare.com/#g=1&p=portal_login
Minimize the time required to create and manage patients for clinic administrators, nurses and physicians.
Create a portal that gives healthcare professionals the ability to manage and access all of their patients’ information and gain reporting insight for proactive patient management.
Promote trust through transparency and ease of use, clear communication and 24/7 access for healthcare professionals.
Use-Cases
Clickable states with many scenarios were annotated on the prototype as separate use cases
Usability Testing
Design System
Visual Design
