Design Lead: Yolanda Ladia
The Member Engagement Coordinators (MECs) called thousands of Members each day to book a home for a Health Evaluation. Booking an appointment required the MECs to gain the Member’s trust, and the more the software could step aside and let the MECs have a natural conversation, the better.
Original Design
Multiple teams built the original design over numerous years, and it showed. The UI was a grab bag of various libraries, and the growth in capabilities had introduced many friction points. Through UX Research, the MECs told us what would make them most successful, and using our newly minted Design System (Carbonate), we could deliver it with speed and consistency.
New Design
New Feature in the new design:
- Multiple appointments for the same household (spouses)
- Multi-day view of available appointment slots
- Improved email capture
- Improved address validation and landmark support
- Strategic overhaul of Member Notes and Location notes
- Improved accessibility of Outreach History logs
Benefits of Carbonate Design System
- Improved legibility
- consistent interaction patterns
- Improved responsiveness
- Reduced initial page load time
Business Impact
- 2% reduction in cancelations
- 85% increase in email capture
- 25% reduction in Average Handle Time
- 15% improvement in appointments per call