The intake process for people entering treatment at Recovery Centers of America, a nationwide rehabilitation program offering inpatient and outpatient services, was time-consuming and overwhelming for advisors populating information.
Our team, led by my research colleagues, conducted side-by-side interviews at the call center to analyze the current state of the Salesforce experience.
We led a stakeholder workshop to prioritize what we would tackle first, then estimated the work into sprints.
We mapped the current and future IA with an OOUX approach, then turned those into low-fidelity wireframes to get a sense of the overall structure.
We used Airtable to re-organize, group, and document hundreds of questions from the existing intake form.
As of June 2022, the design work was starting to be developed.