About
Work
Contact
Rx Drug Rebates SaaS Experience for ESI
UX/UI Research, Strategy and Design
Express Scripts Inc. had existing processes that used many different disjointed software's to provide invoicing and receipting for Rx drug rebates from manufacturers. I worked on a lean team side-by-side with developers (who used Kendo React), consultants from an ESI partner company, and stakeholders at ESI.
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Processes
Gathering Business Requirements | Stakeholder Interviews | UX Research | Wireframing |
Brainstorming | Visual Design/Iconography | Branding and Identity | Hi-Fidelity Prototyping and Presenting |
Documentation of Functionality for Development
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Methodologies
UX Design Thinking | Lean UX | Agile/Iterative | A/B Testing | Beta Testing | User Interviews |
Voice of Customer | Accessibility Evaluation | User Journey/Journey Mapping
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Design Systems / Dev Components
Custom Design | Kendo React
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Technology
Figma | FigJam (100% Remote Jam Sessions) | Confluence | WebEx
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Highly Complex Contract Setup Tool
Save companies millions of dollars from user error by streamlining the workflow and creating a rebate calculation tool for contracts with a user-friendly UI that merges everything together seamlessly. ​
Feature kick-off Research & Discovery
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Wednesday to Friday
Problems to user stories and brainstorming to Solutions
Monday to Wednesday​​
Design, Demo and Ideation
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Wednesday to Friday​
Testing
Usability Testing, Stakeholder Reviews, Content analysis​
Monday
Implement Feedback, demo one last time
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Monday to Thursday​
Document and Present to Development
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Thursday to Friday
Project Timeline
When did the client expect this project?
This was a very large scale project that had tight deadlines. We worked in very quick 2-week sprints. We were agile to the user feedback, but this train moved very fast by working on micro-stories. We had a very smooth process between all members of the team and got designs into development every two weeks.
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Discovery Phase
Stakeholder Interviews
Results
Who set up these contracts with whom?
I found out the relationship between the manufacturer and the person who closed the deals with these contracts.
Unpacking The Current Experience
The Contract Manager sets up a paper contract and enters the information into 5 separate software programs.
The Future Contract and Rebate Experience
They wanted a UI that walked them through the manufacturer, the contract, and the subcontracts within the contract setup from start to finish.
Creative Brainstorming
Feature Inspiration
How do we make the UI have a consistent look and feel when there are multiple designers?
The dev team used out of box solutions for components from Kendo React for functionality that we could customize the look and feel. We settled on using Material design iconography library and anything custom we tailored to that style.
Where do you get inspiration from?
When Kendo did not offer the solution I needed, I looked for inspiration from UI pattern libraries, Dribble, IBM Design System and many other online resources for UX/UI inspiration.
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UX Hand-Off
Documentation
Important Documentation
This product was an MVP. It was in its infancy and how it functioned needed to be heavily documented. Each Friday, i spent a few hours documenting the functionality and designs of features that were finalized. UX worked 2 sprints ahead development team. This helped with official handoffs and when we met later to go over their sprint plans and do backlog refinement. We would use my documentation of the designs to refine the user stories for development once they got those stories.
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Wins
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We had rock star team of consultants!
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Added much needed visual design skill
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Keen understanding of SaaS processes and workflows
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Ability to quickly onboard and gain thorough understanding of business processes and needs, extreme empathy for users, rapid design/mock up/prototyping skills.
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Added better prototyping helped for excellent presentation and communication.
Challenges
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There was some scope creep due to realignment and business requirements changing.​
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The complex contracts for invoicing and receipts made conditional components and UI elements take longer due to more iterations to get right for the user.​
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Business didn't want to do additional user testing once the code was in production.