Service Management Portal
Service management portal for referrals for the NHS ProviderPays services.
About the Project
EMIS needed a system for Pharmacy groups to manage their referrals for the NHS’s new ProviderPays services, initially the Community Pharmacist Consultation Service (CPCS).
To respect the proprietary nature of this B2B platform and protect competitive workflows, specific details, data, and logic have been anonymised. I have focused this case study on the high-level strategy and my design process. I am happy to discuss the optimising of these complex workflows in more detail during an interview.
The Process
As this is a commercially sensitive project, I am unable to show any UX artefacts or designs, however, this was the non-linear iterative process:
- NHS/Business specifications
- User research, including interviews with a number of Pharmacists and Pharmacy owners
- Competitive analysis of other non-related billing systems
- Brainstorming/Card sorting
- Wireframes
- Prototype
- User testing
- Refinement
- Developer handoff notes
Conclusion/Outcome
The first iteration of the portal went live in April 2022 with many signups in the first month alone, since then, the user volume has increased, and many new features and improvements have been released.