As we always do, COLAB focused its strategy on what the user experience should be, followed by what technical and design considerations should be made to achieve that outcome.
First and foremost, we wanted the ChenMed websites to be easy and intuitive for all users and their families, regardless of age. This is true for all of ChenMed’s brands: JenCare Senior Medical Center, Dedicated Senior Medical Center and Chen Senior Medical Center. We thought through the fundamental user experiences for ChenMed’s customers: Is there a facility near me? How do I get there? Does it take my insurance? Who will be my doctor? We structured ChenMed’s messaging architecture and menuing to address the most pressing questions their customers have.
We then created a universal design system to ensure that all of their brands digital properties had a clean and consistent look and feel. Every part of their website ecosystem needed to be accessible and easy for seniors to use, and consistent style patterns ensured that.
Second, we wanted the management of the site to be consistent and accessible for all of the staff, including marketing, HR, sales and IT teams, who would need to update it, since the information must be kept up to date and accurate. We built a Drupal platform to manage and standardize their multi-website infrastructure. This enabled their web editing staff to have a common, intuitive, and highly improved website editing experience.
HR Management System Integration
ChenMed described to us the frustrations they were having with seemingly simple issues like posting available jobs for recruitment. They had scores of job postings for the various facility locations across the US. Each facility required its own local job listings but those postings also needed to be synced with ChenMed’s centralized HR system. COLAB suggested building an API for the HR system WorkDay to integrate with all of the various websites, allowing for only the jobs relevant to a specific location to be posted on that location’s website. This represented a significant operational efficiency for the company, saving their staff hours of unnecessary manual administrative work.
Call Center App
With all of the improvements to the website came an influx of new customers calling to inquire about visiting a facility. While this was a good problem to have, ChenMed’s call centers were suddenly inundated with calls and not able to manage the increased volume. One option would have been to simply scale the number of call operators but feedback from the call center indicated that a bigger problem was the amount of time each call took. Operators had to dig through various sources of information to answer the broad range of questions callers asked.
COLAB immediately recognized a solution to this problem. We could leverage their HR system WorkDay and patient-facing website content into a custom application displaying only the most important and relevant content. COLAB built the call center app to guide call center operators through the sequence of information they need to answer questions quickly and accurately based on the patient’s location, language and required care. This led to faster call turnover, highly improved call center productivity, happier patients, and less-stressed call center operators.