Babylon Health (EMed)
Babylon Health is a leader in health tech helping millions of people access care through their telemedicine technology. I was the Senior designer for the Partner Portal a new B2B2C portal – I led the design UI and experience UX process. My work was focussed on enhancing operational efficiency and empowering Babylon's customer success team and partners to easily configure their Telemedicine and digital offerings from Babylon''s tech stack.
- COMPANY BABYLON HEALTH
- YEAR 2018-2020
- ROLE SENIOR PRODUCT DESIGNER
- WEBSITE Visit Site
Problem
Solving for Business – Babylon needed a new backend microservice to scale and enter new markets and onboard partner businesses in different regions.
While the core business was successful the B2B proposition faced some challenges:
• Static spreadsheets for managing & tracking where in the process new business partnerships were
• Manual documentation, multiple stages of sign off and management
• The legacy technology, its fragile UX and lack of admin roles, resulted in a lengthy onboarding process
I led initial discovery work with the Customer success team, including market research and existing platform analysis. My role was to translate these insights into new journeys to empower our sales and customer success functions to simply and efficiently activate new business opportunities. Down from 1 day to 60 seconds.
Approach
Our team's process and my UX research focused on these key areas: • Identifying critical moments of friction and inefficiencies across the partner new business experience • Analysing existing admin portal and defining the necessary features to complete a partner onboarding • Rapidly prototyping and testing to validate concepts and refine the new portal capabilities • Small and iterative to ensure the experience is scalable for multi region and region specific conditions A significant challenge was managing engineering constraints while delivering a new portal UI alongside Babylon's existing design system. This required my close collaboration with the other portal designer and engineering teams to prioritise UI’s and phase development.
Solution
Create brand new journeys, focusing on safeguarding user data input by predefining them and giving multiple admin level controls. We identified and extracted the key controls and feature inputs while addressing the critical pain points observed in our research. • Defined scope focussing on core journeys allowing a fast onboarding experience, simple steps with mechanisms built into the system to notify team members and automatically update partner admins of the setup completion was critical • Designing with multiple users editor rights in mind, giving contextual info through the account setup flow, adding in ‘guardrails’ reducing human error • Defined scope focussing on core journeys allowing a fast onboarding experience, simple steps with mechanisms built into the system to notify team members and automatically update partner admins of the setup completion was critical • Boost the customer success teams workflow and give portal users autonomy to manage client accounts • Brand new UIs standardised the foundations for all portal teams to switch over and use. This project was fast paced and therefore green field enabling our small team to move quickly unconstrained. We explored options for scalable components fitting with the Babylon’s existing web and app UI’s but building on portal specific system for all Babylon portals – piloting for a shared portal component library.
Learnings
I worked on the project leading design for a further 8 months iterating and adding more services eventually allowing partners to manage their own accounts and have some of their own admin permissions. Experience improvements: • Onboarded 100+ B2B and B2B2C partners and divisions (regions) in 6 months • Continued improvements on the partner self serve journeys enabling more complex feature configurations by region • Continued leading the portal design system work with the wider design and engineering team • Managed a regular cadence of research, testing, and communication with the customer success team, which informed our design and UX backlog
- BABYLON HEALTH
- BABYLON HEALTH
- BABYLON HEALTH
- BABYLON HEALTH
