Identify opportunities to uplift user experience and functionality of a digital product capturing covid-19 vaccinations within the next 12 months.
Patient safety, user feedback, product usability & flexibility.
I led a team of five service designers and user researchers in a discovery phase to uncover opportunities to improve the product which captured covid-19 vaccinations during the pandemic. I set the strategic direction and provided frequent input to the discovery process. I also collaborated with a cross-functional group of stakeholders including doctors, technical architects, business analysts and suppliers in order to refine the opportunities into roadmap epics, features and stories.
Research planning & strategy, translating insights into opportunities, product strategy & detailed roadmap, end-to-end product management, stakeholder management & approvals.
The service design team carried out the discovery work with my input on strategic direction. They interviewed wide range of users from GPs, nurses, and volunteers, and also conducted site visits.
Using the raw research data captured by the team, we created a user journey which we then used to inform the service blueprint which we co-created. This discovery work resulted in finding a lot of pain points. This was not surprising, considering that the products had been built under immense time pressure in the early stages of the pandemic, and were used by an incredibly diverse user group.
How might we ensure safety and the longevity of the covid-19 vaccination products through uplifting user experience and introducing new functionality?
I participated in several workshops facilitated by the designers where we identified solutions for the various problems spotted in the research & insights stage. These were documented in a long list for the backlog, grouped by themes on Miro.
I facilitated a series workshops with design team along with technical architects, business analysts, and GPs to evaluate the viability of each backlog item. The viability parameters were potential user impact, technical feasibility, medical safety risk, with each SME providing input on their area of expertise.
Once we had a prioritised backlog, I then held further working sessions with the technical architects, business analysts and suppliers to estimate the effort and technical requirements for each backlog item. I then started building the backlog items into a roadmap on Jira based on priority and effort to ensure some low effort, high priority items were scheduled to be developed first in order to resolve some of the most pressing pain points for users.
Because of my collaborative approach with key stakeholder groups, I was able to get the necessary medical and technical approvals for the roadmap relatively quickly and successfully transitioned the roadmap into development with suppliers.