Healthcare Review Boost Product

About the Project

Review Boost is a feature that increases online reviews for health systems, by enabling healthcare marketers to build automated workflows that send review invitations to patients after their visits. This helps health systems to better demonstrate their quality of care and build trust within their communities, leading to increased patient acquisition. The project demonstrates my design process for the Review Boost MVP.

MY ROLE

As the lead designer, I owned the end-to-end design process, collaborating closely with the PM and Engineering Manager to research, strategize, design, and address technical constraints while advocating for user needs. Taking a systems-level approach, I worked with multiple product teams to map data dependencies and ensure seamless integration, solving key user pain point around disconnected systems. I also partnered with designers across teams to iterate on shared design patterns, creating a cohesive user experience.

IMPACT

By transforming a tedious daily workflow into a one-time setup, this feature design eliminated the need for constant manual configurations and weeks of progress monitoring for the users. The streamlined process significantly improved user efficiency, generating excitement among potential clients and immediately attracting an upsell opportunity from an enterprise client.

Research

RESEARCH PLANNING

To gain deep insights into how users manage and boost online reviews, I planned and conducted qualitative interviews with clients to understand:

1. Their goals and motivations

2. Current review boost process

3. Decision-making factors

4. Experience with existing workflows

CONDUCTING THE INTERVIEW

User showed us how they used excel sheet to manually enter all configurations and transfer data from one tool to another. This revealed a significant pain point in their current workflow, which was later addressed in my design.

CAPTURING USER FEEDBACK

Due to limited participant resources, I was only able to secure one interview initially. To avoid bias, I mapped out the user flow, listed my assumptions and questions, and later validated them as more research opportunities became available.

Research Outcomes

USER GOALS & OBJECTIVES

Through interviews, I learned that users want to improve their online reputation and increase patient acquisition through:

• Increasing review volume for both location and provider listings
• Maximizing positive review collection through selective targeting

USER JOURNEY

I mapped out users’ current journey of boosting reviews, identified major pain points, opportunities for improvements, and their expectations of the tool.

SCOPING & PLANNING

The research also helped to inform priorities when I collaborated with PM and Engineering Manager to conduct MVP scoping and feature planning.

User Pain Points

🤬 DATA MANAGEMENT CHALLENGES

• Fragmented data across multiple systems
• Manual and error-prone mapping from locations and providers to listings
• Manual and time-consuming data transfer processes
• Daily operational overhead for data handling

😠 REVIEW DISTRIBUTION COMPLEXITY

• Difficult to maintain desired split between location and provider reviews
• Relies on visit type assignments as proxy for distribution
• Requires weeks of monitoring and manual adjustments

Key Solution: Data Integration & Automation

To address the major pain point around data management challenges, I analyzed all the data needed for user to complete boost configuration, and worked with engineers across teams to understand how we can integrate data from multiple sources to streamline and automate user flow.

User Flow

After understanding all possible data integrations and automation, I designed a streamlined flow for user to configure review boost by only focusing on their main jobs to be done.

Design

1. Select Target Listings

Users can select location and associated provider listings they want to boost. They can also easily configure how they’d like the boost volume to be distributed between locations and providers. This replaces weeks of manual monitoring with a single configuration step, greatly reducing user’s workload.

2. Select Target Reviewers

Users can easily select visit types aggregated at the location level. This gives user full control over which patients receive review invitations following their visits.

3. Create & Schedule Messages

Users can choose to send review invitations by email, SMS, or both. They can either use global templates or customize messages for each boost. Additionally, they can configure the delivery time to coordinate with other messages sent to patients after their visits.

4. Review and Activate

Once all configurations are complete, users can review and activate the boost to start sending review invitations to patients after their visits. They can also save it as a draft and activate it later.

Design Iterations

Designing Wizard & Page Layout

ITERATION 1

To simplify the complex review boost setup process, I designed a step-by-step configuration flow that breaks down overwhelming tasks into digestible segments. Each step focuses on a single decision point with clear context, reducing cognitive load while maintaining a consistent navigation.

ITERATION 2

I kept exploring new ideas. I incorporated design patterns from an existing system. However, the inefficient space utilization resulted in unnecessary scrolling and fragmented user flows. I later refined the layout to achieve better information density while maintaining visual clarity.

ITERATION 3

I identified limitations in our existing wizard component's ability to communicate step status. I worked with the design team on the enhancement of this core navigation pattern, introducing clearer status indicators while maintaining system consistency. The improved component also elevated the broader design system's functionality.

ITERATION 4

I got user feedback through testing that users were confused about the relationship between 'Save Draft' and 'Save & Next' buttons. I placed these related actions together, creating a more intuitive action area that helps users better understand their options while navigating through the setup process.

Collaborating Across Teams on Delivery Settings

BEFORE

I designed this version as a proof of concept. After getting feedback from PM and designers, I identified several areas for improvement:

1. The delivery method selection and content configuration felt disconnected;
2. Users were not informed about the global templates, and there were no affordance on how to use them;
3. It took user 4 steps to test all the email and SMS messages, which was tedious.

AFTER

I collaborated with other designers to iterate on the design together and ensure design consistency. I made the following improvements:

1. Making delivery method selection more intuitive by allowing user to click directly into either tile;
2. Giving user full control over the template usage by adding the checkbox;
3. Allowing user to test messages more efficiently by combining actions.

Outcome & Impact

I successfully designed an MVP for Review Boost that transformed a complex, manual review management process into a streamlined one-time setup solution for healthcare marketers.

By deeply understanding users' workflows through research and close collaboration with cross-functional teams, I solved critical pain points around disconnected data systems and complex volume distribution. The solution eliminated the need for daily configurations and weeks of monitoring, significantly improving user efficiency. This impact was immediately validated when an enterprise client showed interest in an upsell opportunity.

The project demonstrated my strengths in user research, strategic problem-solving, and cross-functional collaboration – working effectively with product managers, engineers, and designers across teams to ensure seamless data integration and consistent design patterns.