RSI

Streamlining a CRM for medical appointments

DATE

2023

ROLE

Lead Designer

PROJECT TYPE

B2B SaaS product

The challenge

RSI's legacy application supported teams of sales agents serving busy medical offices as they worked to convert new inquiries to booked patients. RSI wanted to update the application to speed up agents' workflow and improve customer experience.

The challenge

"Unified inbox" concept

I looking at a range of modern communications products such as Podium, Klara and Chekkit for inspiration. Their approach modeled consumer messaging apps for an inbox-like feel.

"Unified inbox" concept

"CRM" concept

After showing the initial version to users, it became clear they needed to see more structured data about their contacts, as well as to customize views by use case. This led to me try a more traditional CRM-style view.

"CRM" concept

CRM layout

For sales agents responding to leads, I developed a design for a highly customizable CRM view. The app's skin was easily customized with a client's logo and color scheme.

CRM layout

Inbox view

I also created an inbox view modeled after Gmail, which was better suited to receptionist users that responded to calls in real-time.

Inbox view

Customer panel

The centerpiece of the design was a customer panel that contained all customer information in one place. The Messaging panel enabled users to easily toggle between texts, emails and calls in one place, as well as set reminders.

Customer panel

Customer panel states

Other tabs of the panel enabled data capture for basic demographics and insurance info, as well as offering a detailed event log for audit purposes.

Customer panel states

Inline booking

Since RSI was integrated with clients' practice management systems, we were able to include a simple booking flow as part of the agent experience. Agents could book while on the phone with a customer, or easily send them a link to complete the booking on their own.

Inline booking

PROJECT STATUS

This project is currently under development. Early user tests indicate that it will significantly improve productivity for agents.

CONTACT

I’m based in New York City.

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All works copyright Michael Meikson or their respective owners.