Online platform for healthcare professionals
Background
Customer Request
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Challenges & Solutions
Challenges
Deficiency of structuring IT processes
The key obstacle in the project development was the lack of understanding of the technical task's priority, which confused the process of scaling the service, and, as a result, problems in the development of the platform's functionality.
Issues when working with the client interface
For contacting the service manager, the client-doctor had to fill in only short information, and other materials were provided in a specific document scanning format, which led to confusion for both the client and the service specialists.
Insufficiency of documents' protection from forgery
Managing licenses required many routine processes, such as drafting and signing a doctor's statement when submitting forms to government agencies. It made the license renewal procedure longer and more confusing, which discouraged customers.
Shortage of automation of interaction with the websites of state government agencies
Managing licenses required many routine processes, such as drafting and signing a doctor's statement when submitting forms to government agencies. It made the license renewal procedure longer and more confusing, which discouraged customers.
Solutions
Redesign and modification of the client cabinet
After the UX update the client got an intuitive account to upload documents and licenses in a convenient format with separate forms. The system also provided hints on missing materials needed to renew the license per state CME requirements.
Implementation of the electronic signature hash function
The introduction of the digital signature function allowed customers to add personal data providing company with permission to use them which significantly simplified the process of identifying and accelerated the license renewal procedure.
Process optimization of providing personal access
A unified automated form let doctors transfer access rights to departmental websites, simplifying data storage, protection, and speeding up request submissions to authorities.
Systematization of IT works by priority
Based on the marketing analysis of the project's tasks and the assessment of technical documentation and bugs in the service, a clear structure of studies was developed based on their importance and direct impact on the operation.
project facts
main features
Server for notifying doctors about the expiration of a certificate or license
Previously, doctors used the Medspoke service only when the CME had already expired or was about to expire, as a result of which, after the extension of the documentation, the client could no longer contact the company. The introduction of the notification server made it possible to inform previously registered users about the license expiration in 180 days. Besides, in the client's office, the user could view information about all certificates and licenses with the display of their expiration dates in the order of the closest ones. IT increased customer loyalty through timely renewals of medical licenses and expanded the number of services provided through the return of lost users.
Development and implementation of the CME tracker
Since the renewal of a medical license required the development of CME hours in different areas and specializations, each client had to provide the manager with the entire list of completed classes. Only in this case, the specialist could provide license renewal services. It significantly confused the client and slowed down the process, resulting in doctors abandoning the MedSpoke service. The trekker introduction enables systematization of all the information on the CME of each client, considering requirements for the license type, specialization and norms of each of the 50 US states. Each client could view the progress by points and domains to select the required one and speed up the license renewal.
Implementing a client-oriented document editor
Previously, to renew certificates and documents, the doctor-client had to manually fill out complicated forms for many lines with personalized information, which required the use of piles of papers. The FTL team developed and implemented an editor that automatically used data from the documentation already uploaded by the client to autocomplete the lines of all applications with automatic validation of the document with the client's electronic signature.
Technologies used
