Redesigning a Clinical Studies Management System
Project Type
Professional project at Boehringer Ingelheim
My Role
UX Researcher and Designer
Methods
User interviews, service blueprinting, wireframing and prototyping, usability testing
Deliverables
Personas, User stories, Service Blueprints, Research reports
Tools
Figma, Dovetail, Klaxoon, Excel, JIRA
How I mapped the service design of a clinical studies management system, reduced user support queries by 50% and increased user satisfaction of the system by 36%.
01
Context
Boehringer Ingelheim is one of the world's leading pharmaceutical companies with a focus on the research and development of human and animal pharmaceutical drugs
The product I worked on was an Analytics Clinical Study Management System.
02
The Problem
The system was originally built to handle the approval and execution of a small number of clinical studies. Over the years the scale increased and had become challenging for users to navigate through it. It required better usability, project management, stability and scalability.
03
Research Approach
With the constraints of an NDA, I am only able to briefly explain my research process
04
Impact
The processes were streamlined using the future-state service blueprint I developed, and the new application was designed based on user stories.
Automating certain steps and enabling self-service reduced users' dependency on colleagues.
As a result, user support queries reduced by 50% and user satisfaction of the system increased by 36%.
05
Reflections
The processes were streamlined using the future-state service blueprint I developed, and the new application was designed based on user stories.
Automating certain steps and enabling self-service reduced users' dependency on colleagues.
As a result, user support queries reduced by 50% and user satisfaction of the system increased by 36%.
