Currently, pharmaceutical sales reps use pen and paper to make daily meal appointments with medical offices. The current system lacks the convenience and dynamic nature of modern software system.
LunchPro is a system of web and mobile applications that facilitates the food ordering and appointment reservation process between pharmaceutical sales reps, medical offices, and caterers.
1) Reorganize the architecture to reduce confusion.
2) Increase the number of appointments reserved and meals ordered.
3) Create a consistent experience across multiple platforms for different user types.
I was the sole designer that worked closely with the project manager and development team for the entire redesign process.
The interactions between pharmaceutical sales reps and medical offices were something that I was completely unfamiliar with and when I started this project with LunchPro, I had to get up-to-speed on very quickly. I began by interview different stakeholders to get a better understanding of the industry, the goals of the redesign, and their impression of the issues. I also spent time reviewing past customer support interactions and feedback from past surveys and focus groups that LunchPro had conducted.
Next, I conducted my own phone interviews with current LunchPro users to try and better understand how they book appointments and order food for meals with medical offices. I put a large emphasis on having the sale reps walk me through a specific situation of booking appointments and ordering food.
To get a better understanding of the entire architecture, I created a site map to reorganize the existing structure of the system in order to remove obstacles and create more clarity for confusing aspects of the old system.
For example, in the old system, the two main tasks for sales reps – ordering food and reserving an appointment – happened within the same flow. First, they booked an appointment and then, placed a food order immediately following. Because a sales rep can only reserve appointments with offices that LunchPro works with directly and yet can order food for any office, placing the two actions within the same flow made it difficult to distinguish if you were booking a time for the delivery or actually reserving an appointment.
In the research I performed, we found out that some sales reps did not even realize that they could book an appointment at an office through LunchPro. We organized the app in a way that separated out the two processes into completely different flows – which was backed up by the research that showed reps often books appointments way before they even consider ordering food.
I created wireframes for the major screens and interactions for the different platforms and then used InVision to create a clickable prototype. This allowed us to test out new flows that were not included in the old system – setting up provider schedules, incorporating partners, adding offices or reps to a directory, making office recommendations, etc.
With added features and lots of changes to existing functionality, I especially wanted to make sure that sales rep understood how the new version of LunchPro worked. Empty states, clear calls-to-action, microcopy, consistent design elements, and drip emails became crucial parts of the experience for both new and existing users. We didn’t want to simply create a tour that most users would skip but instead progressively let them learn about each section and feature as they came upon it.
Also, because the functionality of making appointments, keeping a calendar, ordering food, etc. weren’t particularly new or innovative interactions (however, bringing them all together was for this industry was), we didn’t want to reinvent the wheel. We knew by keeping with standard patterns for these interactions, it would make it much easier for office managers, sales reps, and restaurants to use the LunchPro system.
After completing the wireframe prototypes, I moved on to the visual designs for the LunchPro apps. I did my best to emphasize the current brand – yet avoid company / branded “lingo” – and also create a clean, professional looking aesthetic that would give credibility to the LunchPro brand.
Deliverables for Development
Lastly, I used the new mockups to update the InVision prototypes that would be used to communicate the interactions with the development team. With the new LunchPro look, we established a set of pattern guidelines that were applied across the different LunchPro platforms on both web, mobile, and tablet. We reused many of the same elements and layouts such as the tabs, card layout for lists, dropdown menus, line-style icons, and bright green calls-to-actions.
Throughout the development process, I also worked closely with the project manager and development team to help ensure the LunchPro software system was properly created. I helped review the different applications at different points in the process, answered development questions, and sent over detailed specifications on updates that were made based on things like internal testing.
That’s it for now! Thanks for sticking around to read about this project. Please email me at firstname.lastname@example.org if you would like to discuss it in more depth.