Screen Shot 2024-04-08 at 11.56.39 AM.png

Screen Shot 2024-03-21 at 2.51.02 PM.png

Screen Shot 2024-03-21 at 11.31.57 AM.png

Screen Shot 2024-03-21 at 11.52.55 AM.png

Screen Shot 2024-03-21 at 12.20.49 PM.png

Screen Shot 2024-03-20 at 5.45.18 PM.png

Screen Shot 2024-03-21 at 1.43.25 PM.png

Screen Shot 2024-03-20 at 5.45.35 PM.png

Screen Shot 2024-03-20 at 5.45.49 PM.png

Screen Shot 2024-03-20 at 5.46.00 PM.png

Screen Shot 2024-03-20 at 5.46.11 PM.png

Screen Shot 2024-03-20 at 5.46.23 PM.png

Screen Shot 2024-03-20 at 5.46.34 PM.png

Screen Shot 2024-03-21 at 1.45.20 PM.png

Screen Shot 2024-03-20 at 5.47.02 PM.png

Screen Shot 2024-03-21 at 1.45.52 PM.png

Screen Shot 2024-03-20 at 5.47.15 PM.png

Screen Shot 2024-03-20 at 5.47.28 PM.png

Screen Shot 2024-03-20 at 5.47.42 PM.png

Screen Shot 2024-03-20 at 9.02.54 PM.png

Screen Shot 2024-03-20 at 5.48.06 PM.png

Screen Shot 2024-03-20 at 5.46.43 PM.png

Screen Shot 2024-03-21 at 1.56.47 PM.png

THE RESEARCH:

I conducted in-depth remote 1:1 video interviews of 34 out of 66 participants, of approximately 30-45 minutes (UserZoom and Otter)

I performed qualitative data analysis, leveraging text analysis on daily interview data and affinity mapping, and wrote the final 85-page report
I created the 7 PainPoints-Journey Maps used in the final deliverable (see examples above.).
I created the 23 user profiles
I wrote all daily interview summaries sent to senior management, leveraging my own notes and video transcripts, as well as the Stakeholder Observation Manual
Wrote stakeholder recommendations, in collaboration with Senior UX Manager

Individuals interviewed included: Pharmacists working in satellite clinics, operations managers, infusion nurses, clinical billing managers and agents, executive assistants, on-site and roving emergency personnel, receptionists, psychiatric support personnel, remote infusion personnel, remote benefits managers and agents.

OUTCOME/POTENTIAL FUTURE: MS Teams internal calling and messaging capabilities were used by all we interviewed, but existing external calling relied on a patchwork of systems and telecommunications methods that encompassed hunt groups, call forwarding groups, multiline desk phones, personal cellphones as well as complex legacy systems. Although many of the participants we interviewed turned out not to be viable candidates for MS Teams external calling capabilities (due to their existing underlying systems), in addition to identifying viable candidates for transitioning, and challenges inherent to their transitioning, many of our research findings also uncovered inefficiencies and issues within existing systems which could be escalated to higher-level leadership for consideration and possible resolution.