Bed Board Web App
Project Overview
American Addiction Centers (AAC) had a serious problem with the clients being sent to overbooked facilities. This issue creates more work, is a burden on facility workers, and has a very negative impact on client experience. But, this problem isn’t the fault of call center employees, it’s the result of a system that’s not meeting the needs of the users and manual processes that had been developed to compensate for the failing system.
The goal was to redesign the Bed Board dashboard within SalesForce (which presented it’s own design and dev challenges), make it mobile and tablet responsive, introduce new functionality, and design new layouts for automated waiting list and transportation emails.
Role & Responsibilities
Lead UX Designer - User research, creating wireframes, building prototypes, conduct user testing, deliver final designs to internal development team
Users
Head of the corporate call center in Brentwood, TN
Company
American Addiction Centers
User Research
To kick things off, I met with the head of call center to uncover and investigate pain points with the current product. Significant discoveries included information about time consuming manual processes that had been adopted, specifics around how the app was being used and how it was falling short, and automated emails sent out by the system that were failing to meet the end users’ needs.
Final Designs
The new dashboard (left) included a time stamp every time it updated, manual refresh button, quick impressions of high level insights in the left column, easy-to-scan layout with all facilities listed, and a stronger visual distinction for an overbooked facility (red). The drilled-in view (right) is what the user sees when they click into a facility. From here, they can see more detailed information about occupancy.
Updated Email Layout
The new email design may have had the highest payoff for a single user. The call center manager no longer needed to manually comb through these system emails, extract the important data points, then copy/paste them into a new email to send out to the call center and facilities. Now, she could simply forward the email to the right recipients.
Outcome
The redesigned Bed Board app was very well received
Decrease in number of clients sent to overbooked facilities
Call center manager said the new emails saved her “hours of work” each day