Qualtrics-API

Designing scalable digital tools for high-impact healthcare experiences.

I led the digital transformation initiative to replace manual survey workflows with a responsive, integrated experience using Qualtrics and Salesforce, improving speed, accuracy and engagement across 1000+ sites.

Problem

Key Challenges

Manual, inefficient processes

Paper based surveys were mailed and processed manually, delaying feedback by up to 30 days and often missing key details.

No Standardized Process for Survey Administration

A lock of standards allowed inconsistent methods to track and resolve contact requests, creating inconsisntencies and a compliance risk.

Poor Visibility into Site-Level Engagment

With over 1,000+ provider sites, the organization lacked the infrastructure to manage branding, survey assets and enrollments efficiently.

Goals

Responsiveness

Route requests to the correct staff within 24 hours of survey submission
Ensure 100% of contact requests are documented and resolved within 30 days
Increase consistency and visibility into how service issues are addressed.

Efficiency

Reduce administrative time to document and close requests by 50% (avg. 16 min.)
Reduce the time to enroll new sites by 50% (from 12 to 6 minutes)
Eliminate reliance on manual spreadsheets / email.

Engagement

Empower services sites to brand thier surveys through a self-service portal
Enable seamless coordination between sales, cx and operations teams.
Improve visibility into device allocation and program participation at the site level

Research & Insights

To understand the challenges faced by the operational teams, I conducted interviews and shadowed staff across sales, customer experience, and regional operational roles. I also reviewed existing documentation flows.

Inconsistent Request Handling

Operations used varied and ad-hoc methods - email, spreadsheets, phone calls - to handle documenting outcomes of contact requests, causing mis-communication and delays.

Manual, Time Consuming Processes

Staff spent up to 18 minutes per request logging data across multiple systems. Enrolling a site required accessing a variety of systems, at times opening tickets or sending emails.

Delayed and Missed Feedback

Paper surveys were recieved 30+ days post-service, resulting in over 70% of contact requests being unadressed or lost due to illegibility or timing.

Branding & Asset Management Challenges

Sites expressed wanting a branded experience, but with no scalable way to manage branding or asset allocation for devices at sites, there was a gap impacting several needs.

John has a great attention to detail and a unique ability to make complex topics easy to understand.

Senior Manager, Project Development (ex-United Heatlh Group)

Design Process

Sitemap

Working closely with engineering, sales and operations throughout, we followed a phased design approach to ensure alignment between data structures, user needs and business requirements.

I mapped the full lifecycle of a survey interaction - starting from service completion, through survey submission, to operational response. This helped define roles, data sources, and system responsibilities.

Wireframes

Initial wireframes helped validate flows and surface edge cases. early mocks aligned stakeholders around the proposed interface and gave engineering a clear starting point for API and data warehousing requirements.

Design Considerations

Iteration 1 - Pilot with Hi-Fidelity Mockups

Desktop | CX Program Admins, Operational Admins

Core functions of Enrollment and Requests during stage 1 of Qualtrics API development. Reduction of time to enroll a provider or site initially experienced here, and fine-tuned in V1.

Domain needs

Perform functions for large scale selections of provider client sites.
Needs breadth of information when accessing provider and site profiles
Data tables were preferred due to their filtering, sorting and flexibility to deal with large populations of providers and client sites.

Iteration 2 - Tablet / Phone

Tablet / Phone | Sales Team, Operational Managers

In the field, users have a greater need for detail about one site or client at a time.

Cards for the larger visual, easier target and greater whitespace

Condensed but accessible information

Increase interaction area and visual queues to ease selection

Responding to Requests - in the field

AI - Identification, provides insight and suggests an action

Microphone - access to voice input for free form text
AI - Rephrasing for any freeform input

V1

Designed primarily for the tablet and phone to manage exception events, enabling quick response to core issues while reducing the time required to document outcomes and perform administrative functions.

Core navigation

Providing access to entry points for use cases involved in survey workflows.

Device Replacement

Devices break and go missing and when they do, they need to be replaced. A request creates a ticket with history of replacements. Once the ticket is approved, records are updated and history is available.

Contact Request

The process minimizes notes, maximizes key data selection, optimizing the experience and reducing the time to document the outcome.

Enroll

The Qualtrics API allowed for us to enroll clients and sites based on our structure, providing for activation, branding and meta-data updates.

Outcome

64%

Reduced time

13 minutes saved time to manage and document a request.

43%