Improving Customer Decision-Making With A One-Stop-Shop Experience Developed an interactive prototype integrating five future service offerings, enabling C-suite executives to prioritize strategic investment.
Role Experience Designer
Responsibilities Interactive Prototype
Wireframe
Team Bryan Shova, Project Director
Jordan Jones, Design Strategy Aditi Kalra, Researcher
Shelby Graves, Project Manager Client AdventHealth Consumer Strategy
During the development of the AdventHealth app, the customer strategy team identified inconsistencies in service offerings across different provider tiers, as well as variations in service delivery between employed and partnered providers.
To better understand how customers perceive a network of providers and its key features, I created an interactive prototype. The goal was not to develop a fully functional design but rather to provide an interactive experience that allowed respondents to explore how provider tiers influence their perception of value, choice, and overall service offerings.
Visualizing Service Offerings
Key Frames in Customer Journey
I translated the concepts into high-fidelity mockups, adhering to the company’s design system while introducing a cohesive visual language for new elements such as provider cards and billing interfaces.
Customers’ Perceived Value
We conducted one-on-one eye tracking sessions with 30 customers on a touch screen through undirected and directed tasks. They explored the interactive prototype, highlighting which features and functionalities were most important to them.
Feature Roadmap
This study played a crucial role in helping C-suite executives prioritize their strategic investments by providing data-driven insights. It also offered valuable guidance in shaping the feature roadmap for the Activation Playbook 1.0, ensuring that key priorities were addressed and aligned with the overall business objectives.