Becton Dickinson Self Service Portal and App

challenge

Through internal research, medical technology company Becton Dickinson identified specific order fulfillment processes that could benefit from expanded self-initiated customer service options. Our team was tasked with creating future vision concepts that would address observed pain points in the current customer service experience and create a prototype to demonstrate the new self-service experiences.

Lead designer: jen zhao, Researcher: Marina RICO, UX and digital DESIGNER: SARAH KNOTZ

Through a co-creation workshop with key stakeholders, we identified six digital product concepts that could improve BD’s self-initiated customer service options.

These concepts led the design of a new issue resolution portal and accompanying app for use on the ground.

The order landing page creates a consolidated area where BD’s customers can check and resolve all aspects of their orders.

Per customer request, the design reveals as much detail about open orders as possible through visualizations and alerts, while also providing resources to look into older orders, adjust account forecasting preferences and find product substitutions in case of backorders.

The accompanying app takes advantage of a tablet’s portability to simplify the process of submitting product issues.

Customers are able to document issues in the location they are first noticed, from a hospital exam room to a supply receiving center.