Overview
Sentrex Health Solutions Success Story
Sentrex provides innovative solutions that support pharmaceutical companies, physicians, and patients across Canada. They were amidst onboarding new transformative clients. But, they first needed a revamp of their clinic and patient care experience bringing disjointed paper processes and data disparity to a single digital experience.
Through executive-level brainstorming, workshops, and live feedback, Quantum Mob was able to build a new, comprehensive process in weeks.
Enabled Canada’s leading healthcare solutions provider to launch a user-oriented interface through design process and strategy.
10
user interviews
2
user flows
2
week timeline
What we worked on:
Design SprintUser InterviewsUser Testing
Stakeholder and company
Chief Information Officer, Leon Shapiro, needed to create a new process and design the user experience for their in-clinic patient onboarding. The revamp of their clinic and patient care experience was required to bring disjointed paper processes and data disparity to a single digital experience. Over multiple quarters, they struggled to create an all-encompassing, national experience that met governance needs from province to province. To achieve this outcome one a tight deadline, he also wanted to work with a local partner who wasn’t just known for the expertise but was also available for in-person meetings to help them get to market faster.
The Challenge
Sentrex’s previous system for patient intake was time-consuming and inconsistent, requiring multiple interfaces in both digital and paper forms. This inefficient and confusing enrollment method delayed patient processing, leading to increased overhead in various areas like insurance paperwork. Furthermore, they also needed to align and integrate the new product into multiple existing systems. Lastly, Sentrex needed the new tool to be live in just 2 months.
Our Approach
Effective and ongoing communication was the key to keeping all the project’s elements on track and aligned with the client’s expectations. Establishing a strong foundation of expectations came first, allowing us to embark on a lean QM Design Sprint, and quickly exploring multiple UX variations and concepts.
We interviewed users of each persona type, who explained their pain points and opportunities for further optimization. Iterating based on the findings and a process of testing with internal teams and integrating their feedback, we were soon able to deliver a product design and sprint report that received high praise from the Sentrex executive team.
Team structure: To achieve the desired outcome in that short timeline given to us, it was crucial that we allocated the right number of experts on the project. Owing to the knowledge and expertise of our facilitator, project manager, and several designers, we were able to build a complete, clickable prototype that delivered a robust product design in a short span of time.
On the strategy side, Quantum Mob was able to help us solidify our business requirements. They facilitated discussions with the business folks quite well. On the design side, they were able to meet the functional requirements. We were able to go into production at the beginning of the year with a great deal of confidence.
Leon Shapiro, Chief Information Officer
Sentrex Health Solutions
The Outcome
The new interface helps staff to process patient data quicker by removing the doubt that comes with inconsistent processes and conflicting data. Day-to-day processes were simplified by removing the possibility of human error, digitizing paper patient information, streamlining approvals, and automating notifications. As a result, Sentrex was able to land a groundbreaking partnership with a massive pharmaceutical company, and the design was received positively by their teams, partners, and most importantly, the people who use their products every day.
We learn from everyone
Every engagement offers us a wealth of knowledge and experience, and this project was no exception. Our collaboration with Leon and his team at Sentrex taught us how to optimize the facilitator role. Additionally, we learned that significant and impactful changes can be made in a matter of weeks if there is buy-in and alignment with leadership.
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