Electronic Content Management System Integration
At PaperWise, our Electronic Content Management software was great at storing any type of file. We would store any electronic file as well as paper documents that were scanned in. The challenge was labeling the documents that came into the system in a meaningful way so that they could easily be retrieved. This meant integrating our software with whatever management system our clients were using. The idea being that if a user had a client record pulled up in their existing system, we could integrate with that system to pull out relevant data about the client and apply it to documents being filed in our system. This worked the same way for retrieving documents. If a user was viewing a client record we could retrieve documents relevant to that client.
The specific management system that this integration focuses on is a SaaS platform called Sagitta. It is used by insurance agencies to manage all aspects of client service.
The File and Find process was difficult for users to understand. We were using specific keys to initiate the process and users struggled to remember to add additional information to documents before finalizing the File process. They were never quite sure if they were doing it correctly or if the process was successful. In addition, they needed the ability to add optional information during the File and Find process.
HIGH LEVEL TIMELINE
The team consisted of a solution architect/UX designer and a developer.
To create an easy to use integration between PaperWise and Sagitta that was configurable so it could be used for multiple clients.
I was responsible for all facets of creating this integration including, user research, architecture design, UX design, UI design, user testing, QA, and deployment. I worked directly with a developer to ensure that the final product would not only function as required, but also would be easily configurable for use with other Sagitta clients.
UNDERSTANDING THE USER
To gain an understanding of the users, I visited five different offices that used the Sagitta platform. Some were existing PaperWise users, and others were potential clients. I used workshops as well as one on one time with users to have them guide me through their process and understand what was important for them in their daily routine.
My take aways from this were a list of pain points that seemed to be consistent for both groups. The existing PaperWise users had additional pain points that were specific to using our existing integration.
The goals of all users were:
File documents as quickly as possible to a client, policy, or claim
File emails to specific clients
Find documents quickly
Email documents directly to clients
PaperWise specific goals:
When filing or finding, be able to specify a specific client, category, and even document type
Notification of successful task completion
Easily activate the integration functions via clearly labeled buttons
BREAKING DOWN THE PROCESS
After completing the research and understanding what was important to users as well as what was lacking from our current integration process, I was able to start to design a process that would address these issues.
I determined that the new process should meet the following requirements:
Activated by clearly labeled buttons within Sagitta
Should show intermediate UI which would allow users to add additional data if necessary
Should immediately make the PaperWise window active and show confirmation that the intended action was completed
The basic flow for finding a document:
Once the basic user flow was defined, I created low fidelity designs for the user interface screen that would be shown when the user initiated a File or Find.
The interface was simple and allowed for list fields which were pre-populated so that a user only had to choose the correct item. The values in the Category and Type list fields were dependent on what was selected in the preceding field. This allowed for only the necessary list items to be shown which increased efficiency and reduced the possibility of incorrect data being selected.
Once a user clicked on File or Find, the UI would close and the PaperWise application would be brought to the foreground. If the user was filing, then the selected documents would be labeled with the data selected, saved, and a confirmation would be shown that the File process was successfully completed. If the user was finding, then the documents matching their Find criteria would be shown along with a confirmation that the retrieval was successful.
Users wanted choices to select from
Users don't want to manually enter anything if possible. They want to select from a list and they would like the list to always be as short as possible.
Time spent to correctly file documents is returned by 10x when finding them
Finding documents is the most important task. Having documents filed with additional information saves minutes per document when locating them.
Simple UI can solve complicated problems
A UI does not have to be complex to solve a problem. If the UX and UI are applied correctly to a problem, the user experience can be completely transformed.
This project was very successful. By designing an elegant and simple dialog into the process, we were able to shorten the time for a user to File or Find documents. In addition, the number of filing errors from inconsistent values being entered was reduced because the users were selecting values from a list rather than typing. This process made training much easier as well since users did not have to remember what to do as the dialog guided them through the process and would not let them move forward until all required information was completed.