Zenyum — Project Clinic Cloud is a vital SaaS platform for dentists to track patient treatment progress and facilitate communication with external partners. Formerly on Salesforce, it now provides a seamless and user-friendly experience for dental professionals, ensuring an efficient and enjoyable user experience.
User
Dental professionals
25 - 50 years old
Role
Product Designer
Type of project
SaaS product: Clinic Management tool (Desktop + Mobile)
Timeline
8 Months
Zenyum's Clinic Cloud is an essential SaaS platform for dentists, aiding in patient treatment progress tracking and external partner communication. It is an indispensable part of the daily workflow for many dentists and nurses. Clinic cloud used to be on Salesforce platform.
The problem
Our external doctors are struggling to managed patient’s treatment planning, appointments and navigate between each screen intuitively in salesforce. To facilitate treatment planning, there was a complex problem to organised different parties to work together leads to an inefficient processes and a negative impact.
How might we…
Overcome the challenges of ensuring that the design meets doctors' needs and exceeds our users' expectations? Tackle the complexity of the website to create an intuitive patient management system and seamless navigation between each screen?
Our goal
To improve communication between Zenyum’s platform and doctors
Reduce treatment planning time
To improve user satisfaction through innovation and better user experience.
Design solutions
Curating a seamless and intuitive experience Clinic Cloud. Enhanced overall Clinic Cloud features to be simple, efficient and easy to use for everyone.
View final solutions
How did it perform?
Trusted by dentist
Loved by patients
Strong dentist partnership
Zenyum's aligner journey is built on a foundation of a strong partnership with dentists.
Research
Understanding our dentist needs
Insights from our dentist
Based on interviews and observations with dentists using Clinic Cloud, it became evident that they are not tech-savvy users and often rely on their own clinic systems or Google Calendar for patient progress tracking. To guide decision-making, I developed a persona based on the collected data.
User interviews were conducted with 5 participants to further identify pain points, frustrations, needs, and desires with existing clinic cloud platform to determine how we could improve their experience.
Research
Insights and takeaways
Saleforce's Clinic Cloud limitations
There was concerns about Salesforce's Clinic Cloud, primarily centered around its unstable features and limited 3rd party integration. Addressing this issues will be critical to ensuring a reliable and efficient platform that meets user expectations.
Treatment planning was not seamless
Participants expressed frustration with the lack of seamlessness in the treatment planning process. They found it challenging to achieve their desired capabilities and struggled with viewing all relevant information on a single page. They will need to access all necessary information conveniently.
Lacks intuitive navigation
Users faced difficulties when attempting to upload photos and files on case submission tabs. The process was cumbersome, involving excessive clicks, and offered limited flexibility to change sequences or delete files.
Design
Inspirations from Jira management tool
Early ideas in wireframes
Inspired by Jira's management tool, I created visually engaging platform to track dentist to-do list. The proposed design draws inspiration from Jira's ticketing and process tracking functionalities to streamline treatment planning process. It aims to optimize patient management, appointment scheduling, and workflow automation.
Research
User testing (Remote)
2 Rounds of Usability testing (Desktop + Mobile)
Usability testing was conducted to evaluate the website's design and functionality from the perspective of external and internal dentists. The main goals of usability testing were to identify potential usability issues, gather user feedback, and make iterative improvements to enhance the overall user experience.
Treatment plan
There was no issues with approving or rejecting a plan.
Feedback
3/5 participants had difficulties finding dental related information on the page. Information was not sufficient enough for dentist to approve treatment plan.
Progress bar was not clear to all participants if it was clickable, and thought that they cannot go backwards.
Suggestion
Consider redesigning the progress bar to made it clickable. Will need to relook at the whole treatment planning flow to understand from the dentists if the information is sufficient
Referral
None of the participants could locate the “Add referral button”, unsure why it's placed within the patient list.
Feedback
All 5 participants took a minute to search for the button. One participant said "Maybe make it more obvious?"
3/5 participants felt that it should be in a page by itself.
Suggestion
Consider adding a dedicated referral page to the platform, where you can access all essential patient referral information, including updates on new patient status and details about the patient referral program.
Research
Outcome
Overall Clinic Cloud
The overall feedback on the Clinic Cloud platform was positive, with participants finding it simple, easy to use, and highly organised. However, specific areas of the platform gather mixed reviews.
End-of-treatment and referral flow
Participants expressed confusion regarding whether additional actions were required on the two respective pages. The changes implemented after the first usability test (UT1) were effective in addressing some issues, but further improvements may be needed to clarify the actions and streamline the flow.
Treatment planning
The treatment planning flow faced challenges as participants found it less intuitive. Specifically, there were concerns about the "Dormant" and "Close Treatment Plan" processes. Addressing these issues requires careful consideration and a more user-friendly approach to ensure a smoother experience for users.
Crafting seamless experience
with Zenyum's Design System
All new design
With improved features
Clinic cloud
Final design
Outcome
How did it perform?
Since launch, it has shown significant results, including a 20% decrease in treatment plan approval time (from an average of 4 to 2 days) and a 50% increase in task completion rate, greatly improving operational efficiency and productivity.
Learning
Outcome
Accessibility and inclusivity
Gaining awareness of the importance of designing for accessibility and inclusivity, ensuring the tool can be used by users with diverse needs and abilities.
Information Architecture
Developing skills in structuring information and data in a logical and organised manner, ensuring users can access and manage clinic related data efficiently.
