EBCS Vet Billing

MY ROLE

Lead UX Designer

OVERVIEW

EBCS Solutions had created a vet billing system from the ground up. Although their technology and offerings were impressive, their UX and UI were hurting the success of their product. The founder approached me to help them rethink their UX and UI in order to create a better experience. They had a platform that was designed using basic Bootstrap components but lacked the proper flows users expected.

CHALLENGE

The key challenge for this project was coming into a product that has already been built and an architecture that has already been established. This meant I had to convince the various stakeholders of my UX decisions and why the rework on the engineering side was necessary. Additionally, with very little ramp up time, I had to learn the business and and how users would expect to use such a platform. At the end of the day, I made it clear to the founder that I would only take on this project if I was given the freedom and authority to make decisions if I felt it would improve the UX.

GOAL

My goal for this project was to create a platform admins in veterinary offices would be accustomed to based on their usage of other platforms. I looked at competitors as well as other common tools offices used to see how they were designed. Based on this, I determined that admins preferred a view that showed them information at a higher level which they could then drill down on.

IMPACT

Based on my redesign of the platform, EBCS Solutions has far exceeded their goals of signing on new customers and has received tremendous positive feedback. Within six months of launching the platform, EBCS saw an increased usage of the platform by almost 68%. Previously, although offices had purchased the platform, they would not use it because of the poor UX.