Dental Intelligence
Team Management

Insights

Team: Myself, Braden Anderson

My Roles: Research, Design, Testing

Length: Dec 2020 - Mar 2021, Aug2021 release

Audience: Dental Practices - Front Office Admins

Tools: Figma

tl;dr

Problem

With the current system, office managers had to go through a process over and over again to add an employee to the system and other locations. We needed to streamline the process and make it so that office admins could easily manage all employees from one location.

Solution

We were able to solve for the repetitive sign on issue by creating a universal team management page that acted as a hub for an admin to make changes on single profiles for multiple locations.

On top of that we built a walkthrough process that helped office admins add new users by guiding them through the information needed and giving them the option to select multiple locations up front instead of after the add new user process.

Within one week of release, we were able to reduce 40% of calls to the support team regarding this issue.

The Problem

Front office admins at dental practices had to repeat a single process over and over to add a new team member to multiple practice locations for a Dental Intelligence account. It went something like this:

add member > enter name, email, etc > send email > team member receives it > sets a new password > has to log in to each individual practice each time.

This process was tedious and was resulting in wasted time for customer support as they were walking admins through the process or even doing it for them. It also resulted in loss of customers due to them not wanting to mess around with the system being so complicated to set up for new users.

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Front office admins...had to repeat a single process over and over to add a new team member to multiple locations

The Process

The Research

As we were updating an existing system, we took a different approach to how the system would be designed. For our research we did basic competitive analysis by testing the login and “add user” processes of common services that deal with multiple user management. Through this we were able to determine key action points and what would be needed in helping to add a new user and manage them in an admin setting.

 

As we already had a great deal of information about our audience and their habits, we moved past the research stage fairly quickly and into ideation for how we could make team management easier to use and efficient.

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The Experience

The purpose of creating a step by step process for a new user was to make it so an admin could easily add a team member without having to guess each step of the process. This adding process needed to have a solution that was a one-stop experience for getting a new user set up.

 

Through discussion with other departments and practices, we determined that a full page on-boarding experience would be beneficial, as opposed to the current, small, text-only slide out process. This on boarding would be clean, easy to navigate and scannable so that the process was inviting and wouldn’t take too much concentration or time for an office manager to complete.

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The Design & Solution

We broke out each step of the process into its own page so that the office admins would not be overwhelmed by form inputs and selections. We used a system of progressive disclosure to present the information as needed. Yes, space could have be utilized to condense steps but having a clean UI helped to focus the user on the information on the page and not overload them.

 

One of the main goals of this update was to make the experience more visual so that office admins could act quick. We achieved this by including icons to give more visual confirmation. We also included a subtle progress bar on the experience to give the office admins a sense of how long was left in the process.

 

Much of the design of the “add user” process was then used to create a new user profile workflow. Again, we changed the user profile from a slide out to a full page design so that we could utilize the space of the device that is most commonly used by office admins; a desktop monitor.

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UM - Add User v3 - invite sent Single Pr

Outcome

Having spent much of our time in wire-framing and prototyping, we were able to create solid user flows that used affordance and employed simple to use interfaces. We wanted the experience of adding a user to multiple practices to be simple and straight forward. We were able to iterate on our prototypes with help from offices, the customer support team, and development so that we could provide a well thought out experience.

 

Just 1 week after the release we were able to reduce 40% of calls to the support team regarding user management issues. The current remaining percentage of calls related to team management are from practices who were not aware of the update. We expect the call reduction to decrease significantly as practices regularly use the new experience.

40

Support
Call reduction

(as of a week after release, Aug 2021)