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Introduction

Healthy Collective, a network of citizens, businesses, health professionals and other stakeholders to bring a healthier lifestyle and support for all the members, wants to digitalize the operations. The organisation is looking for a customer relationship management system like HubSpot but it wants customisable and comprehensive system without sales function. Further, the users of the system are classified so that ready-to-use solutions are complex and hard to meet the business requirements. This presentation will demonstrate how a mobile app can help the organisation to integrate the users and meet the intended requirements.

About the App

This app is an all-in-one customer service or relationship management app. It is focused on business aspects and requirements and avoids unnecessary functionalities to improve user productivity. It can be utilized by all kind of users such as consumers, citizens, businesses and businesses. It allows the business to share the documents with stakeholders while enable them to manage their documents with effective configuration. Through the app, the organisation can ensure that all the users, regardless of their location can access the data and services easily and communication and coordinate with other members.

App and Integration of Business Context

The organisation has diverse set of requirements. Some are more specific to profiling of the users while others are diverse from document management to contract management. However., some of the things are clear. First, the mobile application is using modern technologies so that the mobile app can be used on android and iOS which are two popular mobile operating systems across the world. Through mobile application, the organisation can reach a greater number of clients and businesses and enhance the operations. Second, the app is versatile. It means it can present the data and functions as per the user type and enable access to the required functions and features. For instance, it can present different profiling page for a citizen and a business. However, it has a centralized document sharing system so that all kind of users can share documents and retrieve the information securely. Third, in-built chat and electronic direct email allow the users to send messages and files to others without knowing their personal contact details. It helps to manage privacy and enable effective data sharing and communication. Forth, there is focus on only required functions and features while the overall application is highly customizable and comprehensive in design. In this way, the app fits in the business context.

Business Needs

The organisation has defined following major functional requirements:

  • Customer relations management system with no sales function because it does not suite the business profile and operations.
  • Customisable customer profiling so that the business can collect comprehensive data about various types of the users.
  • There is a separate portal for admins so that they can manage the users and their roles, system data and requests and proposals.
  • The system should support electronic direct email service and other communications such as chat, contact forms and other details.
  • There is an extensive support for marketing campaign. It will help the organisation to understand how is participating in an event and how individual can contribute considering their skills and capabilities.
  • Comprehensive reporting mechanism can allow the users to generate report on their account while management staff can use the option to get insights on the business operations.
  • Project managers and others can track and manage the performance of the various events and operations within the team.
  • Customisable consumer service support mechanism provides multiple options to interact with customers and log their feedbacks and reviews for the system, staff and operations.
  • There is a document management and sharing application for all the users.

There are some non-functional requirements that are addressed through the app:

  • Customisation of features: the features are customisable so that admin can make them visible or invisible for other users or update a particular feature or service without drawing impact on other services.
  • Security: Document management, contracting and communication through email and chat is secure.
  • Reliability: the app is reliable as the operations are either complete or not complete. There is no intermediate state that can compromise data and profile quality.
  • Usability: The app is usable for different types of the users and it allows to customize the things such as fonts, features and other things.

Advantages and Limitations of Mobile App Over Desktop and Web Apps

In a comparison to desktop app:

  • There is an ease to access on mobile devices and operating systems because almost every people have smart phone in this world.
  • Intuitive and easy to manage like one click update, easy to learn and utilisation of additional features such as camera, storage and sensors.

However, there are some limitations also. Some of them are:

  • User enjoys content on smaller screen size so that there may be need of more zoom and scrolling.
  • There may be visibility and version issues with time. Any changes in design can disrupt the view while new version may need to be enforced over the existing one.
  • Slow in performance if app is heavy such as containing large-size images.

In a comparison to web app, mobile app provides:

  • Access to device capabilities so that the user can use camera and other sensors and capabilities easily.
  • Can work offline for later-synchronization so that there is no need of consistent internet connection for most of the work.
  • Relatively faster because processor and storage can be used while it is limited with web applications.

However, there are also some issues:

  • Mobile apps are expensive in design and development due to integration of API, native libraries and requirement of higher skills.
  • Users need to update the app to catch new features and functions while web-apps can automatically load the latest version on the browser.
  • Consumes space on device but web apps delete data once unloaded from browser.

Prototype and Interaction of Users

Sign in for clients (citizens, businesses and practitioners)

The clients such as citizens, businesses and practitioners can use their Google or other accounts to sign up and sign in the system. They also can use their email ID and password for login and sign up. However, staff members can login only using their employee ID or code which is a unique code provided by the organization. They cannot sign up to the system because email and password is given by the admin.

Sign up stage-2

Once, the user is doing sign up, there is a form to ask the type of the client. Considering the type of the client, the next page is loaded. There is also an option to get help if the user is unsure about the options and need consultation and support from business representatives.

Sign up stage-3

In this stage, the dynamic form asks for the more details such as full name, email, date of birth and address. The forms for the different types of the user also provides related options such as upload of the documents and option to add more details such as health status, availability throughout the month and interests for the campaigns and activities.

Sign up process for practitioners and businesses

The sign-up process which helps to complete the profile of the users is almost same for the practitioners and businesses. However, there are some changes regarding type of the documents to upload and details of the person in contact. Practitioners may need to provide details about their education, professional experience and current work location.

Dashboard

All the clients have access to a calendar specific to events in which they have enrolled. The calendar helps them to get information about the events and enable them to manage their participation. There is a section for appointment so that a practitioner can take an appointment when a citizen books an appointment. Both are eligible to delete an appointment if not required or unable to process. There is another section for documents so that they can find all the documents uploaded by them or shared with them through others. However, individual can delete the documents uploaded by self, the shared documents cannot be deleted. There is a section for contacts so that the user can add or remove the contacts. The contact list can be automatically updated considering the recent conversations with professionals and clients. Ut is worth to note that, on each page, there is a button for chat with representatives.

Menu and sub-menu

It indicates the major menus accessible to the clients. The client can select further following sub-menu in a menu to meet the requirements:

Profile setting

  • Update photo and visible name
  • Update contact information
  • Subscription to services and newsletter
  • Account de-activation/ deletion

Contracts

  • Request new contracts
  • View all contracts
  • Documents (Cloud-files)
  • Proposals (with status and receiver details)
  • Contact information

Document Sharing Configuration

Once a share link ahead of the document name on dashboard is clicked, this screen appears. In this screen, the client or user can select to whom the document should be send. The user can send the document with internal resources such as registered nurses and health professionals who are working in the organisational network. The document also can be shared externally either by selecting external user in contact list or by entering email ID of the receivers.

Admin Dashboard

This dashboard demonstrates how the admin can manage the users and their roles and understand the performance of the marketing campaigns. The dashboard can be used to manage proposal requests and publication of the newsletter. Using the board, the admin can generate the report for individual client to understand participation in campaigns and contribution in the network.

Conclusion

The app is helpful for the organisation to centralise the contract, contact and documents and enable coordination and communication among the members. The app can provide easier access to the functions and features and reduce the complexities by presenting only the required information to the users.

References

Bødker, S., & Grønbæk, K. (2020). Design in action: From prototyping by demonstration to cooperative prototyping. In Design at work (pp. 197-218). CRC Press.

Healthy-collective, 2023. Home page. Retrieved from: https://healthycollective.com.au/. Accessed on: 19 August 2023.

Johnson, J. (2020). Designing with the mind in mind: simple guide to understanding user interface design guidelines. Morgan Kaufmann.

Shneiderman, B., Plaisant, C., Cohen, M. S., Jacobs, S., Elmqvist, N., & Diakopoulos, N. (2016). Designing the user interface: strategies for effective human-computer interaction. Pearson.

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