MSOP Process Flow

Project Overview

The American Medical Association (AMA) is currently in the process of redesigning their Medical Student Outreach Program (MSOP). The products involved help the AMA sign students up as members to the organization. The current system was built in the early 2000's, and relies heavily on user input and manipulation of data. As the lead UXA on this project, my first step was to understand the process for MSOP end to end, document in a complete flow, and then give a recommendation for a future program flow. I talked to different stakeholders in order to get a comprehensive view of the current flow, including Program Managers, medical students, and Finance Admins (who were processing the memberships). 

End Result

This flow shows the pre-existing process, broken down by by 'channel' - with each user having separate channels organized by level of technology involved (seen in a sample above). The lighter the color the less technology that was used in the step, with the darkest color being simply person to person, or paper. The second darkest color was email, with the lightest color being digital applications that the user interacted with directly. As can be seen, most of the interactions were happening P2P or with a user getting inputs and outputs from software - very rarely, if ever, did the different softwares interact with each other. This proved to be one of the biggest pain points of the experience end to end. By organizing the process flow in this way everyone involved was able to see exactly how much man power was being used, and where we could improve the process to help with this problem.

After analyzing the existing flow I created a proposed future process that would eliminate the unnecessary manpower and put the onus on the web application to make many of the decisions seen in the existing flow. This proposed flow can be seen below.

This is part of the same project that I wrote about in my Designing for Innovation Case Study.