The Company
Florence is a tech scale up in the social care sector. Ranked 21 in the Sunday Times top 100 fastest-growing private companies in 2023. Florence Academy is custom learning and development software built for health and social care organisations.
My Role
I worked closely with the product manager and collaborated with sales and account managers in order to understand the business and user goals. I worked with our lead engineer and product manager to develop a work flow that worked for the team. I also conducted user interviews, designed flow maps and used existing UI components.
Audience
Constraints
Currently onboarding B2B customers is a manual process involving multiple meetings and multiple members of staff. It is a very manual and costly onboarding process.
Research
I held various stakeholder interviews with the finance, sales and marketing.It was my hypothesis that we would be able to use various tools to automate this process. After some completing stakeholder interviews and workshops We came up with a potential user flow.
Insights
Through speaking with finance, I discovered this was another area where we could automate. It was currently taking three members of staff to set up finance for a customer that was pending up to £100 on the contract but was using up three staff members to raise invoices and sort payment.
Design & Developent
Leveraged agile development methodologies to build the scheduling app from the ground up. Prioritized feature development based on user feedback and technical feasibility. Implemented AI algorithms to analyze user behavior and optimize scheduling recommendations.
Testing & Observations
I sat on a call with our sales team and client to see what challenges he had with signing up. The client completed the sign up process in minuets and had no issues. However checking back on this a month later the feedback was that some users find the CSV challenging.
Overall, the onboarding team said " It would normally take hours before depending on how many staff members the organisation had.
Customer Journey
The entire process was manual, the proposal I made was to automate the entire process starting with the area's in green due to the time restrictions
Preventing duplication
Here I used grey text to signify that the user had already been assigned
Customer Journey
The entire process was manual, the proposal I made was to automate the entire process starting with the area's in green due to the time restrictions
The outcome was successful. The search results became more precise, and users reported a heightened sense of control in generating relevant outcomes.
Increased Efficiency
Users report significant time savings and improved productivity through optimized scheduling recommendations.
Positive User Feedback
High user satisfaction ratings and positive reviews highlight the app's intuitive interface and powerful AI capabilities.
Like my work? Just so you know, I am open to full-time Product roles in Manchester and surrounding areas from September 2024. My availability is up to date If you'd like to book a call.