Vendorlink Mobile & Web App | Medical Industry

The Company

Vendorlink.ca (Acquired by Intellicentrics) is a third-party credentialing company that provides a safer, easier, and more secure environment for hospitals, their patients, staff, and visitors. They initially required a complete brand identity overhaul, from the logo to hospital advertisements to website design.

We very quickly realised that the company would also require an app for its clientele to push the brand to its fullest potential. We set upon a design sprint, set up a timeline of tasks, and made sure to implement a user experience perspective early on in the process to gather a customer base that would become familiar with and learn to adopt the new product.

My Role: Product Designer (including; Graphics, Motion, UX, and UI development)

Tools & Methods: Hand Sketching, Moqup, Sketch, Adobe XD, Adobe Creative Suite, InVision, Project Management Tools, Design Thinking, User Research, Interviews, User Personas, Wireframes + User Journeys, Card Sorting Techniques, User Flows, A/B Testing, Team Collaboration and overall Project Management.

The Task: Brand Identity

Create an engaging, memorable and consistent brand identity, staying true to the company’s ethos and to serve their customer: People who are on-the-go, require an extremely user-friendly app, can be used by the most tech savvy to the novice. It was also paramount to the company that the brand was united, from the logo to the website, right through to the stationary and welcome packs for the Pharmaceutical Representatives and other users.

The Task: Web/Mobile UX and UI Design

The challenge is clear; medical credentialing is anything but simple. The solution, however, is a very complicated process, but most people just need to know three things:

#1 It’s a shockingly inefficient process. Did you know that it takes 70 steps just to get the file ready for committee review? If just one step is missed the entire process stalls. That’s why it can take 2 — 3 months to credential a single provider.

#2 It’s expensive. Depending on their size, hospitals and insurance companies spend between 1 and 5 million dollars on this process each year.

#3 Credentialing is required by law. All hospitals and insurance companies must credential their providers every three years

After our initial User Research to gather feedback from hospitals and vendor reps, we discovered several key areas that needed to be addressed:

• Majority of hospitals distributed vendor registration packets asking for credentials and immunization records, due to ‘human error’ and paperwork being left uncollected, this created numerous problems down the line.

• The vast hospital cost had to be significantly reduced, if not removed altogether, and the cost would have to be returned to the vendors.

• In addition, most hospitals had a system where vendors should register at the Purchasing Department when they came in, but again, it was easy for them to come and go without signing in.

• The hospitals also tested a badging system. Vendors going to the Operating Room were assigned red badges while all other vendors had green badges. In the end, the hospital realized it just didn’t have a large enough admin staff to effectively manage the paperwork needed to track the thousands of vendors who came in and out of their facility.

Our Solution

• Create a credentialing program that would be less of a burden to the hospital staff and vendor reps.

• A simple user experience encompassing all tech levels through mobile, web, and kiosks (creating video tutorials, FAQ sections, and 24-hour help).

• A fully automated credentialing process, offering a secure and easy way to upload documents via computer or mobile.

• Help prevent companies from sidestepping the Purchasing/Admin Department and meeting directly with physicians.

• Whereas traditional credentialing software companies store data for only one institution, Vendorlink provides connections between all institutions. This enables us to create transparency and eliminate redundancy.

• Introduce ‘Check-In Kiosks’ that require all pharmaceutical, medical device, and vendor reps to be credentialed and recognizably badged at all times (this would require hospital involvement/education/dedication)

• Advise additional kiosks to be placed outside the areas of greatest concern— such as the operating rooms.

DARk + Light UI themes