Omnicell Customer Portal: Research and Design
Vittoria Anastasia Valentini
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Project Overview
In this case study, we'll explore the transformation of Omnicell's Help Center Portal through the lens of a product designer at Heretto. Omnicell, a company committed to enhancing pharmacy care delivery, faced substantial challenges due to rapid growth and a fragmented information development landscape. This case study delves into the role played by a product designer in addressing these challenges and delivering remarkable results.
The Approach
To tackle the multifaceted challenges posed by Omnicell's dispersed information development teams and their divergent authoring tools, our approach was twofold. First, we focused on understanding the unique needs of Omnicell's content creators, reviewers, and experts. Second, we embraced modern technology to craft a tailored solution.
- User-Centric Approach: We initiated this project with a deep dive into the daily workflows and challenges faced by Omnicell's teams. This user-centric approach allowed us to identify pain points and gather invaluable insights.
- Technology Integration: By leveraging the capabilities of Heretto, a modern Component Content Management System (CCMS), we aligned our technology with Omnicell's objectives. This integration was designed to bridge the gaps in content creation, review, and publishing, and to facilitate real-time collaboration across geographic locations.
Collaboration
A crucial aspect of our approach was to foster collaboration among Omnicell's Information Development teams. As a product designer, I concentrated on designing a collaborative ecosystem that transcended geographical boundaries. Key elements of this approach included:
- Unified Communication Interface: The development of a user-friendly interface within Heretto aimed to connect teams in real-time. The design was intuitive, catering to diverse user roles and skill levels. It was crafted to facilitate discussions, reviews, and content creation within a seamless collaborative environment.
- Cross-Location Synergy: My role involved ensuring that the interface supported remote and virtual team members, making it effortless for them to work together. This approach aimed to address Omnicell's need for unity at scale, just as a product's interface should unite users across different devices and locations.
The Solution
My role as a product designer revolved around creating a solution that met the unique requirements of Omnicell. The design choices centered on the following aspects:
- Unified Authoring and Reviewing Interface: I designed Heretto's user interface to provide content creators, reviewers, and experts with a collaborative environment that put a diverse set of tools at their fingertips. This intuitive design was comparable to crafting a seamless user interface for a product, ensuring that users could perform tasks efficiently and effectively.
- Single Source System: I structured Heretto to adhere to the DITA XML standard, resulting in a robust single source system with powerful search capabilities. Just as a product's architecture should provide a reliable foundation, this structure supported content storage, management, reuse, review, and publication.
- Integration with Ingeniux's Portal: The integration with Ingeniux's portal systems extended the ecosystem. This integration, akin to developing product features that seamlessly interact with external environments, enhanced Omnicell's ability to present and distribute information.
The Impact
The success of our product design decisions was evident in the remarkable results achieved:
- Cost Savings: The user-friendly Heretto design allowed Omnicell to eliminate the need for contract writers and external review and publishing tools. This design choice translated into annual savings exceeding $92,000.
- Efficient Translation: Heretto's localization manager, designed with user efficiency in mind, enabled Omnicell to translate content incrementally. The result was a 62% reduction in translation workload, enhancing cost-efficiency.
- Real-time Collaboration: The designed interface facilitated real-time collaboration among Omnicell's Information Development teams, transcending geographic boundaries. This outcome mirrored the enhanced collaboration features in a product, promoting seamless interaction among users.
Conclusion
As a product designer at Heretto, I played a pivotal role in shaping a transformative solution for Omnicell's Help Center Portal. The approach prioritized user-centricity, collaboration, and seamless technology integration. The solution was carefully designed to cater to content creators, reviewers, and experts, fostering unity at scale. The impactful results, marked by cost savings, efficient translation, and real-time collaboration, exemplify the power of well-crafted design decisions. This project not only addressed Omnicell's immediate challenges but also laid the foundation for their continued growth and innovation in the healthcare industry. It reflects Heretto's commitment to enhancing content management and facilitating positive change for our clients.
