Propagandista - Android Tablet and Web Backoffice
Company
Levva
Design Team
Paula Aranha
Letícia Braga
Jacqueline Coelho
This project had multiple stakeholders: Brace Pharma, EMS and Grupo NC - big pharmaceutical leaders. The Android Tabled App was custom-designed for the end users who worked as propagandists of these brands in medical clinics. The managers and admins also had a custom-made backoffice to manage and overview their propagandists teams.
Context
Need
Grupo NC employs thousands of propagandists in their main 2 companies: Brace Pharma and EMS. For years, propagandists used Salesforce to manage their routines, but they needed more custom features that Salesforce could not offer.
Process
When I joined the team, we already had an MVP and some Beta testers. My role was to weekly be a company to propagandists in their routines so I could interview them, collect data, and add/fix features and improvements. We also used Smartlook and Datadog to make smarter decisions. The frameworks and library used were Flutter and Tailwind, for Web and Android.
Outcome
85% of time saved in daily tasks, more comfort, velocity, agility and smaller learning curve for propagandists and managers.
Flows
Here's a brief flow of the pages and actions the app offers the propagandists:
Roadmap
In 2024 I was responsible for building the year roadmap. I had constant validations with the PO and Tech Lead to make sure everything was doable, considering we had to continuous beta testing and a roll-out for over 2,000 users. It was a challenge to include some stakeholders needs as well, but with a team effort it was possible. My strategy was to leave the last months of the year with last tasks because I know that in reality we have bug fixes, carry overs and change of plans.
What helped me to build the roadmap was mapping an Oppoortunity Tree, a Value X Effort Matrix and building a Vision of the Future Board. It contains company sensitive data so here is a brief overview:
Improvements after research
After many weeks of joining propagandists in their jobs and listening to their needs, advocating for them for stakeholders and applying changes, the new home became this:
They can overview in the homepage the next appointments and adresses, how many visits they've made and how many are missing, doctors' and secretaries' birthdays reminders for a better relationship, other relevant reminders that they asked and important performance indicators.
Smartlook data
Looking into recordings in the tool, I was able to calculate an average of 27 minutes to reschedule 13 visits, which is the average number of visits the agent has in a day. Some users would take up to 40 minutes to manually reschedule it.
This could happen when they have a day off or an unexpected event occurs (for example, their car breaks), they need to reschedule a whole day of work. It was a big pain point for them.
To reschedule it, the typical flow was: click on the appointment card > cancel visit > search doctor > see their available days and hours > drag an drop to a new day and time.
A simple option to "reschedule" after clicking on the appointment card sounded reasonable. We added the feature in the way that the system would block days and hours that the doctor wasn't available, so that could save a lot of time. In the newest recordings after adding this feature, the average time they would complete the same task was only 4 minutes.
New flow:
Schedule management
Another pain point in the schedule subject was that their routines were uploaded by an admin in the backoffice, and the propagandists had to manually change the appointments 1 by 1 within that month, that they called "cycles".
We tried to find a way for them to manage their cycle as soon as they got their new schedule so they wouldn't have to change one by one. Specially if it was a month with holidays or day offs, the original schedule updated by the managers did not consider each individual month, it was the same for the whole year.
After wireframing and validating this new idea, this is how we successfully implemented this new feature:
In the cycle management, they are now able to drag and drop their workdays to easily make changes. They have a "transfer area" to help them exchange days or leave it there to delete it from that cycle.
By clicking on any day, they are able to see details of their schedule and understand better how to prioritize the changes.
Finally, before saving, they are able to preview their cycle to later apply the changes.
Business meets user experience
Our stakeholders needed to include new propaganda on the app. This propaganda is meant to help propagandists to elaborate arguments better and to test different approaches with different doctors.
That would have an inpact in the designs. The visit's page was already crowded and cluttered, with a lot of information and actions, so we were havind a hard time adding their needs. So a redesign was necessary, grouping actions and with a new information architecture for priorities, and it turned out like this:
The propaganda also contained a reference link and feedback so the business can understand what does and what doesn't work:
Another business need is monitoring free samples of medication propagandists provided for doctors and pharmacies. There are many law regulations regarding these free samples so they needed to collect all the data of how much free samples were distributed and for who. After each visit, the end user had to fill a page with information regarding that visit. The free sample area was a pain point because ti was in another screen and they sometimes forgot about it and were penalized for not inputing.
We tried to solve this with a warning modal, but the pain remained as it was too many clicks. So I decided to redesign that whole page in a way that the free samples were all together in one page rather than going somewhere else.
BackOffice
In the backoffice I worked on 2 pages: the homepage and in the free sample transfer flow. In the homepage, managers wanted to overview some general data of their team. In the free sample transfer flow, they needed to easily and efficiently exchange free sample between their employees in cases where they were on a license period, a vacation period or if htey were designated to different doctors.
Last but not least, below you will find the free sample transfer flow. I built in in a way to have minimum clicks possible and remain everything on the same screen, with a confirmation overview modal:
