GALVANI MVP
Building Tools Clinics Want to Use
Alto is a modern pharmacy that delivers prescriptions same-day for free. Not only do we aim to change the way patients receive treatment, we consider providers as equally important partners in the health journey.
OVERVIEW
Provider referrals are Alto Pharmacy’s main source of patient acquisition, so creating value for them is paramount. Our provider software solution, AltoMD, delivered big time-savings to painful admin work, but had barriers to adoption.
Despite having to navigate multiple staffing changes, was able to successfully lobby and shepherd a mobile version of AltoMD as a key strategy to both up-level the provider’s experience while also getting what we needed - faster responses to prescription questions.
PROVIDER PAIN POINTS
30-50% of providers’ scripts require modifications.
Clinic staff drowning in paperwork.
No one prefers multiple tools (faxes, voicemails & portals).
My role
Design Lead/Manager
Partnering closely with PM and later, Product Director
Oversaw UX staff across multiple org shuffling, including 2 different researchers and 3 different designers
PROVIDER EXPERIENCE PRINCIPLES
Developed as part of research interviews with Alto and new-to-Alto providers:
Drive efficiency
Alto saves time and energy for providers and frees them up to do what they do best - consult with patients.
Increase patient satisfaction
Alto creates delightful moments for the patient, and between the provider and patient (i.e. great treatment at a low price).
Be consistent
Alto is a reliable partner that follows-through on promises you make to the patient.
CHALLENGES WITH ALTO’S PLATFORM
AltoMD relied on email notifications and a desktop web experience.
Navigation was noisy and confusing, and basic functionality was hard to discover and use
Clinicians and MA’s rarely check their email and demand mobile-friendly experiences
“We have so little extra time, I need to be able to access AltoMD 2 or 3 minutes in-between tasks.”
MANAGING THROUGH ADVERSITY
Resistance to building a new app was high - a patient app which had taken up previous efforts had slow adoption
The product manager, though having deep knowledge of the problem space, had little understanding of mobile technology
Created a proposal that addressed all of the critical concern
Drew from my own background in native apps and responsive web to describe in detail the trade-offs
OPPORTUNISTIC APPROACH
Saw an oppportunity with my junior designer to give her a meaty project while also developing click-throughs that could be tested with providers
Drilled into the idea of Push Notifications as both distnguishing the need for a native app, as well
More likely to be acted on than email notifications
Ability to go straight from notification to resolution
Get some context at a glance
Direction was to
PROTOTYPES FOR BUY-IN
Worked with the junior designer to develop different points of view for the project. My approach is always to tease apart directions as far as possible from each other in order to illicit strong reactions and learn the most. So when my designer nervously brought her first mock-ups to review with me, she was surprised when, instead of nitpicking what I knew to be quick wireframes, instead pushed her to stop and moce to the next idea - iterate until we found those ends of the spectrum.
She was able to develop 3 strong directions that would push providers to say how they most wanted to navigate quickly.
NEW LEADERS, NEW BUY-IN
Changes in upper management allowed a new forum to revisit what should be on the immediate strategic roadmap. Piggy-backing on the research and work the team had already done, gave our new Director of Product confidence to present a mobile option as the 6-12 month investment the team needed to make. When there was a moment of hesitation and whether we could get a signal sooner, being able to use the prototypes to bring into immediate testing because the lynchpin to getting buy-in.
CONCEPT EVALUATION
With a new UX researcher onboard, we were able to quickly orient her on the purpose and goals of the prototypes and what concept evaluation could bring the team. We interviewed XX number of providers and the findings further gave confidence to our direction as well as help cut down scope to the bare essentials.
ITERATION AND LANDING ON THE MEMORABLE’
Requirements include:
Simple buckets for easy learnability
Cards that replicate the ease of finishing up a fax
Drive simplicity for critical user journeys of “I want to resolve a pharmacy request” and “I want to look up a patient to ensure they’re ready to go.”
DESIGN SYSTEMS AND MOTION
Another staff change meant that we needed a new designer to bring it to the finish line. Our design systems designer was eager to use the mobile