Redesiging Fax Management Module
UX Maturity:
Level 3 (Emergent)
Timeline:
July - August 2021
Role:
UX Designer and Team Lead
Problem
The original inbound fax management system at CureMD suffered from fragmented workflows, lack of multi-user compatibility, inconsistent sorting, and limited error handling, creating challenges in user adoption and operational efficiency.
User feedback, gathered from over 5,000 support tickets and client services insights, highlighted the need for a more cohesive, user-centric design to support enterprise-level needs and drive adoption across client organizations.
Pain Points and Existing User Interface
Design Process
Initial Research & Management Approval: Collaborated with a business analyst to review user tickets, identifying core pain points like fragmented workflows, multi-user issues, and sorting inconsistencies. These findings lent legitimacy to the project and helped secure management’s go-ahead for a full redesign.
Initial Discovery and Goals
UX Design Process
UX Value Proposition
UX KPIs
User Interviews: Partnered with Client Services and Sales teams to arrange interviews with seven core users. These sessions revealed seven key insights, clarifying user needs and challenges.
Interview Script
Interview Transcript
Key Insights
Requirements
Persona & Flow Development: Synthesized insights to map existing user flows and personas, additional creating an optimal user flow, ensuring the redesign was aligned with real user contexts.
User Flow & Personas
Paper Prototyping: Built and iteratively refined paper prototypes, addressing pain points through a streamlined, two-step process with enhanced sorting consistency and error-handling.
Initial Paper Prototypes
Solution
Our final design reimagined the module with a streamlined two-step workflow, addressing the main user tasks identified during research. Key features included:
Multi-user compatibility: Enhanced support for simultaneous user access, which was previously lacking and highly requested by enterprise clients.
Consistent sorting mechanisms: Improved sorting and filtering options based on user needs, ensuring smoother and faster navigation.
Error-handling improvements: Added contextual error messages and fail-safes to reduce user frustration and task abandonment.
This solution was tailored to address specific pain points directly, leveraging both qualitative feedback and quantitative insights gathered throughout the design process.
Proposed Redesign
Outcome
Enhanced Workflow & Adoption Potential: Delivered a redesigned fax management system that addressed multi-user compatibility, consistent sorting, and error-handling, positioning the module for higher client adoption and enterprise interest.
Positive Initial Feedback: Although formal testing wasn’t completed, the design received favorable feedback from internal teams and stakeholders, affirming its usability improvements.
UX Process Validation: Reinforced the value of the newly implemented in-house UX process by successfully applying it to the redesign of a key module, identifying gaps in the workflow, and refining it based on real-world insights and stakeholder feedback.