Achievements

• Established the first UX Research program

• In my first two months at ZOLL, I created and facilitated a new Empathy Immersion workshop. The workshop put participants in the shoes of EMS personas on scene with patients using Legos. The goal of the workshop was for internal employees who could not go on a ride-along or do a customer visit, to understand what our users went through during the course of their day and how technology can affect that experience for better or for worse. The workshop was a success and is a regularly scheduled event for groups within ZOLL.

• I founded the UX Research group which consisted of UX team members interested in working on learning UX research best practices, sharing research results and building on short and long term goals to further UX awareness within the organization.

• I currently have three patents pending with the ZOLL IP department for ideas within the ePCR and Clinical Care areas of ZOLL Data.

• I was an active member of our Mobile Governance Board which provides oversight on all mobile product initiatives within ZOLL Data.

UX State prior to Joining

The company was not very mature with UX processes or design. The applications I worked with were usually 20 plus years old with large UX debt and many technical constraints. There was no prior UX help prior to me joining the team.

UX Outcomes

• Conducted an extensive 4 month research project to deliver UX recommendations for the product strategy moving forward that had to account for a legacy product and major product feature gaps

• Redesigned the core SaaS web application

  • Created a new design system friendly for bright and low lights

  • Users were able to complete reports more accurately and with less time

• Introduced a new Native mobile experience that addressed gaps with a phone offering and one catered to iOS

  • Created iOS and Material Design designs

• Redesigned German PCR Tablet application for all EU customers and Users

  • Built an experience that matched a Physician’s workflow in the field

• Implemented Google Tag Manager with Google analytics to begin reporting on quarterly user data to inform the product roadmap and decision making process for key stakeholders and executive leadership

First Goal

The first goal of the project was to refresh the 20+ year old application so that it could sell better in the EMS Software marketplace. The challenge was to come up with design updates that fit the 6 month project schedule and addressed gaps in the look/feel.

Second Goal

The second goal was to update the look/feel that also addressed large UX usability issues like inconsistent modal patterns, fields that were hard to see and find, and a design system that addressed visibility in dark and very bright outside environments without requiring light and dark modes.

Unique Challenge:

What made this project uniquely challenging was updating the look and feel but still keeping the overall layout and content areas where they were so as to keep the application easy to use and scannable so it could be immediately adopted by EMS users in the field overnight.

Thousands of EMS EMTs and Paramedics used the application everyday. They wanted an easier to use experience that did not seem so old but also did not have the time to learn a completely new experience that could cause report entry errors and more time with data entry.

Outcomes

The project was a success in many areas:

• Users immediately embraced and liked the updates

• Supervisors noted that reports were more accurate and done in less time

• The project team delivered the full report experience in 7 months accounting for variable application set ups, variable reporting requirements and unknown legacy functionality

• Sales were excited and happy about the updates so as to ease their experiences selling the product in the field