Reputation is the product
Use what people think to inform what you do. Double down on what’s winning people over, cut what’s driving them away, and spot the golden opportunities to try something new.
Getting Started
Rethinking a legacy product
The Reputation product allows care providers to collect and aggregate feedback from around the web. Providers then can measure feedback against competitors and partners. Users respond to feedback through a frontend, which may be combined with the entire suite of productivity tools offered by Press Ganey and Forsta.
Reputation has over 1,000+ active users who have monitored millions of reviews and points of feedback from across the web.
On average, users spend over 4 hours of their day monitoring their reputation.
Reputation enables organizations to maintain a comprehensive and complex hierarchy for dynamic permissioning.
Users want to spend less time managing a tool and more time improving their reputation.
Process
Measure the user base
Since Reputation already had thousands of active users, it continued to be more important to introduce an improved workflow than to reimagine the user's workflow.
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AnswerAssist AI was developed alongside the product design so both vision and opportunity could meet at delivery.
Comprehensive user flows help identify pain points, streamline processes, and enhance usability. This approach uncovered potential issues early in development, leading to a more intuitive experience. Retention and new business growth surfaced as goals during this phase.
Low-fidelity prototypes allowed me and my team to quickly explore and iterate on multiple design concepts without investing significant time and resources.
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Testing the usability and refining the user experience based on feedback and observations is pivotal; it facilitates communication with stakeholders and ensures alignment with project goals.
Design
Human at the core
People are the core of any product, but especially healthcare. The experience lends to natural movement at the provider's pace. The interface solidifies milestones in Press Ganey's overall brand strategy while feeding back into a core design system.
Leveraging AI in Healthcare
Thoughtfully respond to feedback and reviews from patients before and after care
Reputation 2.0
Powered by AnswerAssist AI
The learning curve for new users is greatly reduced by matching new Reputation functions to common social and productivity offerings outside of healthcare.
By combining Machine Learning with Answer Assist, we can isolate feedback, guiding users to address high-priority and sensitive reviews first. This, in turn, assists in improving overall reputation.
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Stay connected to your feedback
Expanding Reputation into a mobile experience opened the possibilities for providers to stay engaged in their feedback and opportunities without being pinned to a desktop.
A helping hand when you want it
Expanding Reputation into a mobile experience opened the possibilities for providers to stay engaged in their feedback and opportunities without being pinned to a desktop.
Consistent connection
AnswerAssist feeds back into the main data funnel to deliver summaries, strengths, and opportunities to users. Instead of relying on writing the right prompt, focus on the actions you can act on right now.
Impact
& More Details
My Contributions
Design Date
2023
No product delivery comes without hurdles to climb.
I led the design and collaborative development of a modern, enhanced UI refresh for Reputation, complemented by integrating an AI tool named AnswerAssist.
This innovative tool revolutionized how healthcare professionals engage with patient feedback across online platforms, fostering meaningful interactions and delivering comprehensive summaries of provider reputation. The strategic alignment with AI-focused member experience goals resulted in remarkable outcomes. Notably, our initiatives led to a 35% reduction in comment response times, allowing users to allocate their time more efficiently and resulting in a 27% decrease in product engagement duration. Additionally, we observed a significant 20% increase in comment closure rates, indicative of enhanced user engagement and satisfaction.
Our efforts contributed to a notable improvement in the Net Promoter Score (NPS), climbing from 3.2 to 4.0 out of 5, underscoring heightened customer loyalty and advocacy. Introducing the AnswerAssist feature attracted 500 new active users within 90 days, further propelling business growth and enhancing platform adoption. Furthermore, implementing a proprietary scoring engine resulted in a 10% uptick in client reputation, affirming the platform's credibility and trustworthiness. Positive user feedback, such as one customer testimonial praising the new UI's cleanliness and improved usability, further solidifies our commitment to delivering impactful solutions.
The new feature, AnswerAssist, contributes to new business growth and retention in several ways
Improved Efficiency
AnswerAssist streamlines responding to and closing feedback comments, allowing healthcare professionals to manage their online Reputation more efficiently. This efficiency can attract new users seeking practical reputation management tools and retain existing users by enhancing their workflow.
Enhanced User Experience
The integration of AnswerAssist enhances the user experience by providing AI-guided suggestions for responding to feedback comments. This improves user satisfaction and loyalty, increasing retention rates and positive word-of-mouth referrals.
Increased Platform Value
AnswerAssist adds significant value to the Reputation platform by offering advanced AI-driven functionality. This positions the platform as a leader in the industry, attracting new users seeking cutting-edge solutions and encouraging existing users to remain engaged with the platform.
Business Reputation Enhancement
The AI tool's ability to apply sentiment analysis to feedback comments helps healthcare professionals craft more thoughtful and practical responses, thereby improving their online Reputation. This enhancement in Reputation attracts new users and retains existing ones who rely on the platform for reputation management.
Overall, AnswerAssist contributes to new business growth by attracting users seeking efficient and innovative reputation management solutions and enhances retention by improving user satisfaction and platform value.