Helping educators find content for advanced medical simulation training
My client had a time-sensitive deadline by which point a new platform needed to be built and launched to catch all customers and continue to offer them continued access to previously purchased content, as well as introduce them to a new subscription-based pricing model.
Working with remote development teams, I set up proper design processes and agile development standards, acting as ‘the glue between all the pieces’ to ensure a successful launch and reliable user experience right from the start.
Approach
As a consultant, I was involved in every part of the product development process. As well as designing a completely new interface, I worked with content partners to set a new standard for simulation training content.
I also mapped out the support and sales processes, to build internal awareness and ensure product success, and created a full set of service email templates for translation into 10+ languages.
From zero to launch in six months
From the outset, I designed a solution that could be built in stages. This was to help give the team the flexibility to choose which features should be included for initial launch, while giving opportunity to quickly scale once things were stable.
I created hundreds of development stories and tasks that were vital to ensuring a structured implementation process, as well as forming a healthy backlog of improvements and enhancements for the future. I also worked closely with the QA team to make sure that critical bugs and usability issues were resolved prior to launch.
Setting a new standard for training content
Training materials were created in partnership with major healthcare education providers. This meant that content had credibility and provenance, thereby increasing the value of the platform.
After integrating multiple systems into a single, simple user interface, the support team were fully equipped to handle and resolve customer service requests with ease.
Support for legacy customers
Many customers had already invested large sums for perpetual content licenses. To ensure they could continue accessing this content without the need to repurchase as a subscription, I outlined key business rules and workflows to allow all past purchases to remain available.
I then designed mechanisms for helping existing customers find and use previously purchased content, along with support articles to explain how the new subscription model made it easier to find and choose the correct training materials.
Back-office support
At the time of launch, my client did not have a simple set of integrated systems or internal processes for handling subscription-based services. So I designed and introduced a back-office tool for managing customer access, subscription details, and past purchase history.
After integrating multiple systems into a single, simple user interface, the support team were fully equipped to handle and resolve customer service requests with ease.
Outcome
The platform was launched right on time, with basic functionality initially, but with a plan for growth. Following some initial teething issues (mainly customer access and awareness), the solution was found to be a big step forward for both the client and their customers.
This solution was my client’s first attempt at offering their customers subscription access. I untangled and explained the purpose and benefit behind the approach, working closely with technical teams to deliver a solution that respected legacy systems and complex business operations.
Over time, after moving to other projects, I remained in contact as design advisor, coming in to work on the most complex challenges, and working closely with junior designers to keep the product consistent with the design system and straightforward to use.