BACKGROUND
When I first joined HealthEdge in Jan 2016, the UX at the company was non-existant. I realized from my orientation that we had no socializable knowledge of who we were making the software for. All the knowledge remained locked in with Sales SMEs and Product Managers. After talking to Engineers, QA and Documentation folks, I realized this was more problematic than I first thought because they had asked this and no one had helped. Stories were being written within the context of Personas and hence a lot of churn was around validity of the effort involved as Engineers simply asked why are we doing this?. Connector is the main conduit of all information out of the HealthEdge world as well as internal API communications. Due to its technical nature some users take a while to configure jobs on it while others have to wait for them as they do not have the technical skills.
MY ROLE
As the first order of the day, along with other products, I started research on this product as well. I made over 15 site visits, met over 20 of connector users and interviewed them. Internal HealthEdge staff was also interviewed as they configure connector for the customers as part of Professional Services engagements. I performed Task Analysis and Contextual Inquiries with my team. I collected data via surveys as well on specific issues. I then created communicable Persona posters which can become the internal "speak" of the Product and Engineering teams. I held a Lunch and Learn in which I educated rest of the company on the Power of Personas and also revealed the Posters for general availability.
The product serves 2 main Personas
DOMAINS
Healthcare, Claims, Member Management, Insurance, Custom Configuration
UX
Interviews, Context Inquiries, Surveys, Task Analysis, Empathy Maps
TOOLS
Invision
CONNECTOR PERSONAS
