Brief
To support the sales of Boston Scientific’s Precision Spectra Spinal Cord Stimulator, I designed a tablet-based CRM solution tailored for field sales representatives. The app enabled seamless, real-time tracking of the complex sales cycle—spanning from patient awareness to permanent implant—while maintaining the personal connection critical in healthcare sales.
Impact
Due to regular demos and feedback from the Rep. advisory committee, the sales force was quick to adopt the new CRM tool. There was minimal training required for using the product and the connected devices made data sync near-real-time. Management was able to see positive changes to key metrics like Pre-authorization to Trial and Trial to Implant ratios. The customer lifecycle was fully tracked with improved co-ordination and hand-offs within regional sales teams. Individual agents were motivated when they gained access to live sales reports.
Motivations
The project aimed to address the lack of real-time reporting on sales performance and the sales pipeline by region. An advisory committee of senior sales reps identified issues like dropped leads, inconsistent data, and poor adherence to best practices. To resolve this, management chose a tablet app to digitize the CRM process. This solution would provide sales agents with a lightweight, connected device for showcasing campaigns, capturing data in real time, and improving field operations.
About the project
Boston Scientific manufactures the Precision Spectra Spinal Cord Stimulator system which provides relief to patients suffering from chronic pain.
The product has a long sales cycle covering the entire patient journey from Awareness to permanent implant requiring frequent connects and help from sales reps.
This project produced an iPad application that allowed the sales agents to perform these CRM actions on the tablet retaining a personal connection while providing a secure, untethered access to information.
Discovery
Worked with an SME to understand the patient journey and the support provided by reps through the sales cycle.
Discovery
Reviewed artifacts showcasing the current way of doing things including sales material (PDFs or Printed material) and data capture (inconsistent, not regularly updated, no communication or alerting within the regional team), patient information shared with providers
Discovery
Reviewed several artifacts showcasing the current way of doing things including sales material (PDFs or Printed material) and data capture (inconsistent, not regularly updated, no communication or alerting within the regional team), patient information shared with providers
Discovery
Reviewed artifacts showcasing the current way of doing things including sales material (PDFs or Printed material) and data capture (inconsistent, not regularly updated, no communication or alerting within the regional team), patient information shared with providers
Design Artifacts
Final look and feel was brought to life with hi-res visuals
Design Artifacts
Detailed wireframes and annotations were produced for all screens and iterated through reviews and walkthroughs with the sales rep committee to satisfy the requirements.
Design Artifacts
Design concepts were initially ideated via sketching.
