Wellframe
Streamlining workflows, enhancing accuracy, and improving scalability.
Overview
At Wellframe, I led the UX design for Program Builder, a tool designed to streamline the in-house custom content creation process for hospitals and medical programs. My goal was to replace the slow, manual, and error-prone system with a solution that was efficient, scalable, and easy to use. By focusing on automation, tracking, and usability, I created a system that significantly improved content customization speed and accuracy.
Problem
Customizing healthcare program content was slow, inefficient, and prone to errors due to several factors:
1. Content modifications required multiple hand-offs between teams, resulting in delays and miscommunication.
2. The manual nature of the process increased the risk of mistakes and inconsistencies.
3. There was no clear way to track content changes, making it difficult to audit modifications.
4. The content creation team had ambitious feature requests that were costly and impractical to implement within budget constraints.
One of the biggest concerns was how to make these content customizations faster, reduce errors, and create a system that would allow Wellframe to scale without increasing labor costs.
insights
To gain a deeper understanding of the problem, I conducted a mix of qualitative and quantitative research methods, including A/B testing, stakeholder interviews, usability testing, and card sorting.
Key insights from the research:
- The content team wanted Program Builder to handle a wide range of tasks, but many of these requests were highly technical and expensive to develop.
- The most critical functions were:
- Ensuring perfect QA and 100% content accuracy.
- Providing a clear and accessible change history.
- Making state-specific customizations easy to track and compare.
- Managing database changes internally would have been too complex and resource-intensive, so I explored external off the shelf solutions such as Qualtrics.
- Stakeholder alignment across departments was necessary to ensure that everyone agreed on the core problems that needed to be solved.
Solutions
Based on my research findings, I implemented several key design decisions:
1. Instead of building an expensive internal database system, I integrated Qualtrics to handle change tracking and branching logic for wellness program content.
2. I simplified Program Builder to focus on the most critical features rather than attempting to address every request from the content team.
3. I introduced a visual drag-and-drop interface for content customization, making it intuitive and requiring little to no training.
4. I implemented a new change history tracking system to provide a clear record of all modifications, making it easier to audit and improving transparency across teams.
5. I facilitated cross-department communication to align product, UX, and engineering teams, ensuring that everyone was working toward the same goals.
Testing
Once I implemented the design solutions, I conducted usability testing to measure their impact. The main test focused on how quickly and accurately users could perform a simple customization task: updating Centene's diabetes program wording on day three of testing.
Benchmark times with the existing system using the manual process:
- Person 1: 58 minutes, 8 seconds
- Person 2: 38 minutes, 44 seconds
Prototype testing with the new system:
- Person 1: 16 minutes, 10 seconds
- Person 2: 10 minutes, 33 seconds
This resulted in an almost fourfold improvement in efficiency, significantly reducing the time required to complete a single customization.
Beyond speed, usability testing revealed additional improvements. Users found the new drag-and-drop interface much more intuitive, reducing cognitive load. The new change tracking system made it easier to understand who modified content and why. Errors related to manual entry and communication breakdowns were almost eliminated. The need for extensive training was significantly reduced due to the system's simplicity.
challenges
The biggest challenge was convincing the head of content creation that certain feature requests were too expensive and time-consuming. This required a delicate and strategic approach:
- I conducted multiple cross-department presentations to demonstrate the cost and technical complexity of each proposed feature.
- I used real data and usability testing results to show how a more focused approach would achieve the best balance of usability and efficiency.
- I facilitated discussions between product, UX, and engineering teams to ensure that everyone understood the constraints and trade-offs involved.
Through this process, we were able to gain alignment and develop a solution that met business needs without overextending development resources.
results
- Customization times were reduced by nearly 75%, allowing the content team to complete more updates in less time.
- The new drag-and-drop editor simplified content modifications, making the process intuitive and reducing training needs.
- The improved change tracking system provided full transparency, reducing errors and improving collaboration between departments.
- The overall system became more scalable, allowing Wellframe to grow without increasing labor costs.
conclusion
This project was a perfect example of how UX research, strategic prioritization, and cross-department collaboration can lead to a significant impact on efficiency and scalability. By focusing on solving the right problems, we built a system that was **four times faster, eliminated errors, and improved overall usability, all while staying within business constraints.
EPILOGUE
WHO - Wellframe is a platform that helps healthcare professionals increase patient engagement and knowledge with custom care plans.
MAIN PROBLEM - It's those customizations that bogged down the content team, in house, that caused pain and prevented them from scaling their business.
PRIMARY SOLUTION - Understand the existing system by observing content team, looking over their shoulder, and interview them while having them describe their problems. Summarize the problem in writing and sketches. Go back and verify I got it right.
HIDDEN PROBLEM - The head of the content team wanted too many features and wanted the new software to do too much. I discovered through many discussions with the engineering tea, and the protect manager, we couldn’t fit everything into the first version (MVP).
SOLUTION - I had to figure out the most important problems to solve first. I created a step-by-step plan, got management and the content team to agree, and made sure we had a clear roadmap for future updates.
BIGGEST INFLUENCE - Continuous Discovery Habits by Teresa Torres, continuously gather customer insights and make informed decisions through regular research and experimentation. The book emphasizes the importance of developing a habit of ongoing discovery, using customer feedback, rapid prototyping, and team collaboration to build better products.
