Medical Technology Self Service Portal and App

challenge

Medical technology company Becton Dickinson was experiencing overload and friction in their existing customer service experience.

A reimagined self-initiated customer service digital portal experience had the potential to reduce load on the BD team and elevate the experience to modern standards.

process

Informed by User Research and analysis, a co-creation workshop with key stakeholders identified and and prioritized several 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 issue submission app for use on the ground.

product

The order landing page created 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, alerts, and the ability to track the status of orders down to the line item.

Within issue resolution, customers can track the status of submitted issues and review updates in real time without having to reach out to the overburdened customer service department.

A revamped account preferences function enabled proactive actions by customers to stay on top of everything from recall and forecasting preferences to product substitution in case of backorders.

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

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