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ICOI — Migrating To Scale

Rucha Wele

ICOI — Migrating To Scale

Leaping Through An Internet Generation      

Design Challenge

A professional long-standing global organisation of healthcare professional has been a platform for credentialing in a technical space. Over years it has developed a way of operating and a software that organises its work. Now it looks for growth. The bottleneck is the operations. Existing software system has become cluttered to the extent making growth impossible. The challenge is to redesign their operations with a new UX. An intuitive internet way of working and scaling 4X without changing the existing team.    

Type of Client: Enterprise

Industry: Healthcare    

Insight

Before The Internet, most people sent their data to an organization. The organization processed it. When it needed to communicate back, it sent data back to the people. Internet makes organisational boundaries porous and interactions between stack holders a self-service. Accordingly, we could de-bottleneck many areas of ICOI operations and free up operational energy if we unbundled member functions and handed them to the member as intuitive DIY pieces. Ditto for other stack holders. We reverse engineer ICOI processes to make it into a credentialing platform from a monolith organisation.    

Strategy:

Unbundling Through Understanding And Eliminating

Our strategy was to thoroughly understand ICOI's purpose, value, and work process. Next, identify stack holders processes related to stack holders. Having understood the organisational flow of value, to redraw the lines across various functions that retained the value without the work. Convert each of such stack holder functions into standard design patterns of UX for the stack holders and pattern of event-based interactions between them. What we’re left with the end of this exercise is ICOI as a credentialing platform on the models of online education and certification providers with most of the bottlenecking work redistributed and eliminated.

What we did:  
  • User Research
  • Product Strategy
  • UX/UI design
  • Development Ongoing

Project Details  
  • NodeJS
  • React + Redux
  • Native React
  • MongoDB
  • AWS API Gateway/Lambda
  • Google Integrations

Approach  

Extreme simplification and consolidation of data to minimize screens

Our approach here was that of business process re-engineering. Existing mapped processes were converted into flow charts and from the flow charts emerged personas for the design team to UX. Extreme simplification being the design goal, we went for inline editable screens that eliminated forms architecture. What you highlight is what you can edit, of course, based on access control rights. We also decided to introduce an event-based timeline to bring out more than a million transaction records, attaching ever contact event by a member on to the profile of the member to bring a unique timeline experience to the ICOI operations team that made looking for past interactions a twitter scrolling experience. A three-click depth was fixed as a goal. Whatever you’re looking for, not more than three clicks to reach there.    

Outcome  

Migrating a giant and making it agile

ICOI is an ongoing project still being built by Prodio. 45 years of its data has been scripted and brought into MongoDB environment, converted to events, and linked to individual members. Erstwhile reports have becoming customizable dashboard widgets that tell users intuitively the data they need to look at. Overall simplified UX, a well-engineered but simple technology stack and integration with Stripe is achieving our strategic goal of helping ICOI go agile.


ICOI — Migrating To Scale was originally published in Prodio DesignWorks on Medium, where people are continuing the conversation by highlighting and responding to this story.

Story published on September 9, 2020

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