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https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551129060204-HNNRXXU2FB4Y5CNWK2NN/amplify-referral.png Work Referrals are consolidated into an intuitive interface, with all the relevant data. Adding a notes feature was a direct client feedback request - with the possibility of many hands touching this referral, maintaining an organized, editable log makes the experience much stickier. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578417076886-MKHRM8SSD6JI8GHAN3GB/Patient-facing.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1602778732208-IHBOVXWWQXY524V6ECPP/scheduling-ss.jpg Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1557852078785-1LMNKQHVGQBPQN7GG5GY/OM-persona.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1557852145646-99EWPZA2ZD1DWXUMT1TK/%24medium.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551120526978-KGXKMRJSUIB2EU5CIZFC/chat-center.png Work - Internal Chat Center The Challenge: As a Smile Specialist, I need an interface that will allow me to chat with patients and send referrals to participating dental practices. My role: User research & interviews, UX, UI, Visual Design, Prototyping https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551204987233-MLXPKZWBAYRCD3D9VIP4/amp-sketches-1.png Work Rapid protoyping, using our design system, based on client feedback and user interviews. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1550862312599-J4WIU9KMG1017CZA6HW4/webchat.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578491604356-EPQBPKMBQGQFB7P1ENMK/Payments-tablet-and-stripe-terminal.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578491648085-W2QVVMODTV57OAUB1SNW/payment-plans.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578491699342-LE7I7VI543G66HZCXL1F/patient-portal-and-email.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578491721590-BNJQUWOGQ6PKHSPDFYK6/payments-dashboard.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1602779272747-3I3599V89I34DTB1QFWX/connect-mobile-1-1.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551200579645-Q9USSLADKG4RCYOGQXOW/amplify-referral-mobile.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578418369675-KMHP2C42QDKLK266MK7O/image-asset.png Work A very inexpensive credit check mitigates risk for the practice. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551191459269-KVF4QLIFOBSG5VDKC2P2/verify-laptop.png Work The dashboard allows the practice request verifications and easily check the status of all outstanding verifications. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/3ca4da00-fae3-4faa-a0d8-149444eb5ff7/flagged-responses.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551127319273-ORFF8Y89CSFNDTLEZVAG/amplify-tablet-phone.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/8ca3216e-7457-4947-9f4f-dd9d15a18e50/forms-mobile-5.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/efeb0ee2-2cb1-42b2-bcc2-f844509b2734/tablet-form-build.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551191760233-9CGTGAN6IBHF7XOUTNMD/image-asset.png Work Filtering by procedure vs raw search became a clear winner, allowing for incredible relevant and focused results. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551201847591-RJTEBQK2G20T3V1TL37R/current-amplify.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578417025592-DZHE7X7TYJJYI0UMNU80/Practice+User+Journey.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578417102951-PVJB37FCWX29I4OICPAO/image-asset.png Work The dashboard allows a quick overview and can scale from 1-1000 practices. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551191736351-701VOL9ZBKZYCH9X9378/verify-results.png Work Client interviews revealed the need to group procedures by their frequency of use, a pattern that could apply to all practices. We netted out with a very clearly structured, hierarchal page that lent itself to printing (and was quite mobile friendly). https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551819946499-H6NWOKUND2K3VQSGS1X6/verify3.png Work My initial thought was to create as much scannable hierarchy as possible - save vertical space with collapsible features. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/b4c2c5bb-784d-4b86-807c-9f222b711e7c/forms-mobile-7.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/cd78ba6c-dc5b-494b-a55a-13d8529bcdc7/Admin-form-create-new-groupfilled.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/ba2e5849-3ba5-46fd-b572-7b83bef5b4a6/forms-mobile-3.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551206200650-53IJEHCKFWV75ZIGUZ51/chat-center-referral.png Work Referrals can now be spot-checked and modified - you can even create additional related referrals (for families) to allow for greater clarify for our practices. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1550865876848-S54OE2VHK9KNE8R5UHNP/IMG_0190+%281%29.jpg Work Each participant sketched alone, followed by multiple rounds of review, feedback, and final voting. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578417129207-2LI11KZRGNOD9USVNUOB/image-asset.png Work Payment plan creation, including credit checks, removes the need for costly 3rd party merchants, saving the patient and practice money. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1602779533923-SU10X39E8C8A1XYNX5VI/connect-pay.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551116488178-6W27ZD3V1N6MWMRUCD3Y/chat-center-multiple.png Work Smile Specialists can handle up to 4 chats simultaneously, which is a common use case. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551206605712-C8TZKD1LC4VO1J3OEUOR/chat-center-main.png Work For completed referrals, I designed a simple workflow that allowed auditing and QA. Its also a critical HIPAA requirement. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551193246095-WWPEAPZJUR01JOU0QVI6/image-asset.png Work Keeping the interface simple and sequential allows the Verification Specialists to rapidly capture data - without skipping over details. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551123569135-RFK2U2SPSO5RAJJS7G9M/image-asset.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578417050445-KT9QNTFE27K4YY28WZH9/image-asset.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551124307374-SLDRH3Z2OYZE09UCS92J/system2.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551204999067-KRNUF8ZJ29YDX9LV30T2/amp-sketches-2.png Work We added more visualization to the performance section which was well received. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1602779291791-SPLBBGHXI93EEQP8OG0L/connect-mobile-mutiple.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1602779019982-C9GO2PU57LSBQUHGIMSC/connect-large.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/df25c68b-a5ca-4d23-9c53-fe2b5a77ab40/forms-mobile-6.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551191930575-E41QYKZPLKSKJK4ME6ZG/verify-entry.png Work We kept modals for input only - that pattern was recognized and accepted almost immediately and sped the experience up. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1602778329777-HJEYF05X3G7Z4L1NVG1R/self-scheduling-mobile.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578416963500-OIVVVAALO85NLV5B44SE/laptop-tablet-spmartphone-montage.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578417208111-N6QB8CJTEODPQIAXT8TI/image-asset.png Work A full patient portal allows patients to pay their invoices 24/7. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551819922151-FJHGWECDR7LZH672BOB6/verify-3.png Work As we put designs in front of clients, we saw a very consistent reaction - screen real estate was secondary to the number of clicks. So a single scannable experience, with really clear type hierarchy, became essential. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/a2fc6321-cb24-4fd9-90b3-b32ef4433c0a/field-selection.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1550865833760-9W55KRPR3XITKTW6NQAO/IMG_0186.jpg Work With the personas and scope defined prior to sprint start, we went immediately into ideation - crafting “How might we…?” statements. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551195402773-NML7V8NZHT9989XIQMEJ/amplify-referral-and-email.png Work Referrals are also shared via email, driving directly to the Amplify Dashboard. Performance metrics were a repeated ask from the practices - so we now proactively deliver them. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551819933998-F08P3R65BZS3HPERV5GH/verify2.png Work Inline search at the section level was a well-received feature but the constraints (and printing issues) of a modal became a barrier. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551193387768-UELR39HIRTV56YKBXMYL/verify-pst-detail.png Work Offering conditional fields - many of which are specific to a procedure - allow a Verification Specialist to capture every coverage detail accurately. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1551205014964-RLCH6VYVDWZ19114LI2K/amp-sketches-3.png Work The actual referrals seemed to fall flat with our users so we applied a card treatment to add a more tactile feel. Through many user interviews, we identified the most relevant data to be previewed on this page. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578419952764-TCF46EKP8XAQOPLY5LVZ/phones-tro-payments.png Work https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578419457849-CKIF0YR4WS6HBY6DPNN9/white-tablet-5.png Work Creating payment plans can be done with just a few clicks. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1578419721511-94NHXRSKHFYK23LQ2RVT/image-asset.png Work Simple but critical features like adding notes, one-click texting/email to patients makes the practice far more efficient. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1550865852219-3HG13L148BURP01U922V/image-asset.jpeg Work We categorized and voted on the HMW statements, then had an expanded discussion on relevance and scope. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/d1cf28f6-b944-4bb0-b6d0-7687dba43a49/%26large-question-bank.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1621944770605-MEWZ9KT0L5YW6AIDHELQ/shirts.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/af5cfb4c-bdf4-4809-b27a-2db3a133c087/mothers-day.gif Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1621944669003-FYG5QUM91V4XQ2ZCOREF/SS-print-ad.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/1621943880142-A4ATN8CN3AOSV0QUJQNP/email-3.png Work - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/54693f49e4b0eaec4530c11d/ae21cd91-9b15-4f94-ac4b-3da2e359b7a6/simplifeye-easter-1.gif Work - 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