- SECURE FILE SHARING
- SECURE FILE SHARING
Providing client's, a secure space to share and track files with SHOEBOX's customer support teams
Background
SHOEBOX’s customer support teams were using third party tools, such as Google Drive to share, comment, and manage files with sensitive patient data. To stay up to date with public safety norms, we needed a platform where PHI sensitive data can be shared and stored.
The Problem
An OSHA audit was around the corner, and we needed to build a first of its type of internal tool from the ground up, to pass the audit.
Approach
Leveraging the double-diamond framework, I started by understanding the bigger picture. I collaborated with stakeholders to create a project brief that consisted of high-level requirements, risk assessments, and a proposal.
I helped define a problem statement and acceptance criteria - followed by writing design stories for each part of the epic.
Conducted user interviews and shadowed the customer support teams closely to map end-to-end journey and identify pain points.
Execution
I designed a solution that:
Allowed customers to do the following:
Upload and view file(s) that needed to be reviewed by CS team
Approve or request changes to files
CS teams can do the following:
Request files (that need review) from one or more clients.
Notify clients of status updates about their file(s)
Request missing information from clients
Internally assign files to ‘Data Reviewer’ or ‘Audiology’
Keep a track of file version history.
Challenges, Testing, and Handoff
To test the solution, I designed a script and decided on goals.
We realized; we had missing states in the file’s journey.
Once a file is ‘Approved for Import’ it should be able to revert to ‘Changes Required’
Also, once the files were approved for import - a final state was missing, followed by
Participants found it challenging to identify the file’s versions.
Taking the above results into consideration, I ran a second usability testing round, addressing all issues successfully.
A detailed usability spec doc is created and discussed with the dev. team. Post handoff I continued supporting the dev team. with design reviews, sync-ups, and promptly answering concerns.
Impact
Secure File Sharing allowed the company to successfully comply with OSHA requirements. As per post-release interviews, customer support has witnessed an increase in internal and external client file sharing processes.
“Automatically notifying teams when a file is assigned to them is a big-time saver!” Professional Services Representative
“File tracking and versioning is going to save us a ton of money and time. No more losing files when overwriting or scrambling to find that version sent last month!” Senior Service Representative
“Allowing customers to securely share files on SHOEBOX’s portal allows us to meet our security goals for the future” Chief Security Officer