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Allergan Provider Onboarding
Product Design
Jan ‘24 - Dec ’24
Senior Product Designer
Allergan Onboarding Tool, a centralized platform designed to streamline and automate the provider application process, enabling efficient license verification and real-time progress tracking while ensuring compliance with medical regulations.
Stakeholder Management
Visual Design
User Research
Product Design
Project Overview
Transforming Provider Onboarding for Speed and Simplicity
The Allergan New Provider Onboarding project aimed to revolutionize how new providers were enrolled onto the platform. The previous process was manual, cumbersome, and time-intensive, often taking up to 30 days to complete.
My Role
As the Senior Product Designer, I led the end-to-end design process for this initiative, collaborating with a product manager, engineering team, and compliance stakeholders to ensure the tool met business and user needs.
The Goal
An Internal Application Monitoring system
To design an internal tool that enabled Allergan’s support team to efficiently monitor and manage the provider application process, reducing onboarding time from 30 days to 3 days. This solution replaced the limitations of external systems like Salesforce by streamlining the verification of medical licenses to ensure compliance with regulatory standards.
The Solution
Crafting an Intuitive and Scalable Internal Tool
Centralize Monitoring:
Provide the support team with a dashboard to easily track application statuses and intervene when necessary.
Streamline License Verification:
Introduce automated workflows to verify medical licenses quickly and accurately.
Enhance Transparency:
Offer real-time updates for internal teams, reducing manual follow-ups and improving communication with applicants.
// The Process //
Research
Uncovering the Bottlenecks in Onboarding
I conducted interviews with support team members to identify inefficiencies and pain points, revealing issues like manual license verification and limited application visibility. Competitive analysis showcased how automation and dashboards in other industries resolved similar challenges, guiding the direction for Allergan’s solution.
Wireframe and Prototyping
Designing a Streamlined Experience
Using insights from research and our product scope, I created medium-fidelity wireframes to address pain points and streamline workflows. Key features included:
• A centralized dashboard to track application statuses.
• Automated license verification workflows to minimize manual input.
• Filters and notifications to flag incomplete or delayed applications.
Prototypes were tested with internal support staff, resulting in refinements like customizable views and real-time status indicators.
Collaboration and Iteration
Partnering Across Teams to Ensure Success
Throughout the project, I worked closely with product managers, engineers, and compliance stakeholders to ensure the tool met both technical and regulatory requirements. Regular alignment meetings helped resolve challenges, such as automating medical license verification while maintaining compliance with Allergan’s strict standards.
Conclusion
Cutting Onboarding Time from 30 Days to 3 Days
The new onboarding tool successfully reduced application processing time by 90%, enabling support teams to onboard new providers in just 3 days. The centralized dashboard and automated workflows eliminated manual bottlenecks, drastically improving team efficiency.
Reflection
Navigating Complexities
This project reinforced the value of research-driven design and cross-functional alignment. I learned how to tackle complex workflows by focusing on simplicity and scalability, skills I’ll carry into future initiatives.
Additionally, it was inherently complex due to the stringent medical compliance requirements and the numerous steps involved in verifying provider eligibility. Designing a solution that simplified these workflows while maintaining regulatory accuracy required iterative testing, stakeholder collaboration, and creative problem-solving.
