Sanchia Jogessar
Customer experience / user experience
The spectacle lab
Health-tech | CX/UX strategy | B2B Solutions
Eyezone* is a B2B solution which links the spectacle lab to several clinics, and allows clinicians to track and trace their order. It also provides an interface for the lab owner to monitor their inventory and manufacturing process.
Due to a number of variables the project has been placed on hold.
*Due to an NDA the full scope of the project has not been disclosed. The name of the solution has been changed.
An initial interview with the client revealed that he wanted to:
1) Improve sales and turnover
2) Improve customer engagement
3) Stop customer orders from getting lost and,
4) Improve his inventory management.
Several competitors already had an online presence and the the client wanted to be in the same space. Financial forecasting predicted 28% increase in turnover when wastage and lost orders are significantly reduced; and a further 18% if invoices and spectacle orders were processed efficiently.
Interviews with staff and associated optometric clinics revealed two main problems:
1) External clinics were frustrated with slow turnover rates, and the inability to track their orders
2) The lab had several manual processes within administration, inventory control, payments and accounts, The staff agreed that digitisation would make everyone's lives easier.
Concept map
The business solution began with three key questions:
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Who are the users?
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What problem does it solve?
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How does it solve the problem?
I deliberately removed text from the image due to an NDA.
The map helped ensure that the client and the clinicians' needs were being addressed.
I created a flow diagram which mapped out a solution which meets both the needs of the external clinicians and the client. The new systems eliminates bottle necks and, highlights tracking points where clinics can monitor their spectacle orders.
Architecture
I supplied and created the documentation for content and information architecture as well and created the business rules seen in the images below.
Design
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The clinician facing lab solution allowed the clinician control of their input, and provided peace of mind knowing that their orders were going through correctly, and were not at risk for misinterpretation.
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The clinician had real-time up to date notifications on frame stock, lenses and add on availability, thus being able to provide accurate information to their patient.
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The lab has more control over their inventory data base. The tracking points provide assurance to the clinicians, updating them on delays, estimated time of arrival.
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The lab interface also provides data analytics to assist the user make more informed decisions about the lab, who are his biggest purchases, trends etc.
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The prototypes were created using the sitemaps and supporting documents. They were tested on several users before handing over to the developer.
