As the Lead UX Designer and Product Director at Create Ape, I spearheaded the transformation of Abbott’s manual software update process into a streamlined digital system.
Through in-depth research, strategic design, and continuous user validation, we developed a web portal that significantly enhanced efficiency, reduced errors, and improved overall productivity for field technicians.
We began by conducting extensive research and ideation, where I led a series of over 100 interviews with Abbott’s internal stakeholders and field technicians. These sessions were crucial in understanding the existing workflow and the challenges technicians faced daily, particularly during the pandemic of 2020, which highlighted the need for a digital solution.
Over a two-month period, we closely examined the technicians’ workflows, uncovering critical pain points such as inefficient communication, the inability to perform on-site tasks due to pandemic restrictions, and a disorganized process with scattered documentation. This research allowed us to clearly define core user goals, including improved management, error reduction, streamlined communication, and better control over the software update process.
With these insights, I directed the team in creating detailed user flows and a robust information architecture for the new web portal. Our initial focus was on wireframing, where I guided the design team through potential friction points, utilizing both qualitative and quantitative data to inform our decisions. Each wireframe iteration was followed by user testing to ensure the solution was effectively addressing user pain points while laying the groundwork for future scalability.
Once we validated the wireframes, we advanced to high-fidelity mockups and developed a clickable prototype. Our design approach not only prioritized user experience but also emphasized creating an efficient interface that intelligently utilized white space and color schemes. Through additional prototype testing, we confirmed that our design solutions effectively resolved the identified pain points.
Once we validated the wireframes, we advanced to high-fidelity mockups and developed a clickable prototype. Our design approach not only prioritized user experience but also emphasized creating an efficient interface that intelligently utilized white space and color schemes. Through additional prototype testing, we confirmed that our design solutions effectively resolved the identified pain points.
The implementation of Abbott’s new Digital Software Update System was a resounding success. Field technicians, who previously managed over 100 customer accounts manually, could now leverage a digital system that automated these workflows. This shift not only saved significant time but also enhanced organization, ultimately leading to increased productivity and a marked reduction in errors.
