CRM: Medical Interaction
Overview
The Medical Interaction feature was critical for streamlining MSL workflows, directly addressing the significant time burden of meeting documentation. I led the design process, from user research to new component creation, delivering a functional prototype in time for Veeva's November 2024 Commercial Summit.
This rapid development ensured a seamless experience across Web, iPad, and iPhone, showcasing AI summarization, smart note-taking, and AI-driven insights that significantly reduced documentation time. The overwhelmingly positive customer response validated the impact of my contributions.
My Role
UX/UI Design, User Research, Prototyping, AI Integration, Cross-Platform Design, Customer Presentations, Design Leadership
Results
• Reduced MSL documentation time by 78%
• Secured customer confidence with impactful prototypes
• Introduced Apple Pencil and Portrait orientation on iPad
• Shaped product requirements, ensuring user-centric design
• Standardized cross-platform feature implementation
Seamless user flows were the priority: Medical Interaction feature across web, iPad portrait, and iPhone.
From Pain Points to Solutions
This section outlines the design process undertaken to create the Medical Interaction feature. It begins with the development of an MSL persona, followed by a user journey map that visualizes the MSL's meeting planning and documentation workflow.
'Before' screenshots of the existing Salesforce Vault CRM and iPad Call Reports screens provide a comparative analysis, showcasing the system's limitations and the existing inefficiency where MSLs spent 30-45 minutes documenting, and the need for a redesigned user experience.
A demanding routine of research, planning, presenting, documenting insights, and travel.
This MSL journey details the actions, touchpoints, emotions, and pain points across the steps of planning and documenting meetings.
The existing MSL interface for planning and documenting meetings on web and iPad.
Medical Interaction on iPad
This section details the iPad user experience for the Medical Interaction feature, showcasing key workflows like full-screen agenda creation, attendee consent for audio recording, AI-driven summarization, and recording captured sections. These flows demonstrate how AI integration streamlines tasks, providing a more intuitive and efficient experience for MSLs on the iPad.
This was achieved by overcoming initial UX hurdles from ad-hoc feature requests and legacy patterns. I led the creation of entirely new design system templates, components, and icons, while simultaneously designing user flows for approvals, ensuring a cohesive and efficient user experience.
The journey to a refined iPad experience: four iterations, showcasing the transition from existing patterns to a completely new layout with updated design elements.
Introducing new flows, modals, and full-screen sheets for streamlined meeting material addition and agenda creation.
Meeting audio recording with attendee consent, and transcript access directly in the sidebar for easy documentation.
The full-screen editor enhances documentation accuracy by displaying Veeva Engage and CLM presentations inline with audio recordings. AI summarization further streamlines the process. This design prioritizes UX, introducing new patterns that elevate related user flows within the product.
Reordering sections ensures accurate documentation of the meeting's sequence.