Self-service for healthcare personnel
As part of expanding its product portfolio, Visikon wanted to give healthcare professionals control over creating, managing, and distributing healthcare information. The goal was to provide self-sufficient tools while maintaining the high content standards established by Visikon’s communication experts and animators.
Company
Visikon - Mit Forløb
My role
Research, scope and design
Time period
2023
Handing over the control
The primary objective was to eliminate the days of waiting whenever a customer, such as a hospital or clinic, requested a content change or addition. At the same time, Visikon aimed to increase how frequently customers used the product, making it an increasingly important part of how they communicated information to patients.
The solution also created new ways for healthcare professionals to share information with patients. Previously, these methods felt disconnected. By bringing everything together on the same platform, we enabled options such as sharing information via SMS, using QR codes during home visits, and printing personalized access cards.
The philosophy of giving customers control also required validation.
Our customers’ pain points were real. They found the process of having Visikon update or modify content slow and time-consuming. If they wanted a new “program”—our term for a set of content that explains an examination, operation, or procedure—they also had to wait for everything to be created and assembled from pieces of the content library.
The program then had to be sent for review and modified based on feedback, sometimes through multiple rounds, before customers could finally use it to communicate with and share information with their patients.
But would a self-service platform be the right solution? We knew it could benefit the company by moving much of the work to users. It would also make Visikon a more established part of their day-to-day operations.
However, we still needed to validate that users would see the platform as positively as we did. We began by creating a vision for the platform and then developed a prototype.