Klara - Inbox Efficiency
Project Overview
Finding ways to increase workflow efficiencies for larger Klara customers, who experience high volumes of messages at their practices but are rarely able to increase their staff-to-message ratios in order to deal with them adequately.
- Research what high message volume for large practices look like, the issues it causes, and how customers currently handle them
- Ideate around what functionality we can add or improve upon which enable staff to process more patient messages without needing to staff up
- Produce a roadmap to gradually introduce improvements through validated pilots of MVPs
Klara's existing workflow
- A conversation is initiated by a patient using the Klara mobile app or web chat client on a practice's website. The patient selects a Reason for reaching out from a list and a tag with this selection is added to the message.
- By default, patient messages come into the main inbox named Unassigned. This is the large central bucket where front-desk staff would spend the majority of their time.
- The front-desk move the message manually to the correct healthcare professional and they respond to the patient.
Research & definition phase
- Review customer support conversations in Intercom, interview relevant Klara Customer Success team members, dig into data in Looker to gain insights and define our audience
- Form our problem statements and hypotheses
- Ideate with the team to gather possible solutions
Example of the "How Might We" exercise I ran with the team to narrow down the larger problem statement into pieces we could ideate on in a focussed way. 
The team then ideated on our How Might We statements to come up with possible solutions. 
From our research on defining what a large organisation actually meant we produced what I called a "Practice Persona" which aims to capture the chacteristics of our target customer in addition to traditional user persona's.
