Quality Managemen System (QueSt) is MedTech’s new voice-enabled Digital Intelligent Assistant focused on the power of techbology and harnessed data to drive rapid action and quality escalation decision making for engineers, etc.
UX consultant
Feb ~ Oct, 2022
Project Manager;
ML engineer;
UX consultant;
Solution Architect;
Data Scientist;
Developers;
OVERVIEW
Johnson & Johnson is requesting assistance from Microsoft to help them transform their Quality Management System (QMS) to be a touchless experience by 2023.
QueSt will support Johnson & Johnson with their Quality Systems and Post Market Quality by:
• Engaging in customer experience initiatives that will continue to put their patients and customers at the center of what they do.
• Optimize and standardize for better responsiveness and improved efficiency while ensuring robust compliance
• Optimize and standardize for better responsiveness and improved efficiency while ensuring robust compliance
PROBLEM
The user problem was initially defined during the pre-sale stage. As a UX designer, I went through the recording and schedule a meeting with the target user to understand the situation and their pain points.
Problem
Currently more than 25% of the Johnson and Johnson escalations take upto 2 weeks to determine if a product is in the field
Objective
The operated time engineer spent on escalation decision making can be controlled within 3 minutes.
Personas
Design Framework
Chatbot UX design is a little bit differnet from the traditional ux design, even though the design strategy behind is still around design thinking.
I did some researches , went through the
Microsoft CUX guide
and scheduled several meetings with my design colleagues who has relevant experience , with this project experience, I concluded this design framework for Chatbot UX Design.
Bot Scope
Bot Personality
Bot Look
Conversational UX
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Bot Scope
The bot scope explains what the chatbot is all about from a management perspective. It is important because it sets the focus on what really matters even though it may be a short sentence.
Our
conversational AI solution
enables
engineers from Johnson and Johnson
to
to make escalation decision more quickly and correctly
by
guiding them go through necessary information and map the right solution from the back-end
The bot scope is also determined by the techinical constrains. Microsoft Chatbot is a scripted chatbot that specialize in responding to specific commands and answering specifically phrased questions.
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Bot Personality
The personality of chatbot was used to be overlooked, but it is one of the most important points for building a ideal user experience. The personality will affect the conversation, and the conversation will affect the user experience.
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Bot Look
The look and feel for chatbot is mainly about the profile image and the whole ui style. In a toB project, the look and feel will be affected by the customer brand guideline. In this case, simple mark type profile image is determined by the customer, and the brand red color of Johnson and Johnson is applied
Key UI Components
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Conversational UX
The conversational UX is the most complex part in the whole process, however, only the previous steps are confirmed and finished, and then we can move to the conversational part.
Two perosnas are included in the product issue escalation process, QueSt will recognize the login user type and start related conversation based on the role.
1. Quality Engineer
To initiate an escalation, the Quality Engineer reviews Part, Product and Lot details which QueSt automatically populates.
Then Using Machine Learning technology in Microsoft Azure, the Quality Engineer is able to initiate an escalation through Quest by
evaluating the most relevant triggers which are automatically recommended based on the Johnson and Johnson defined list of quality criteria.
The quality Engineer can review and select from the list or, if needed, review the full list of criteria
2. Escalation Engineer
Then the submitted escalation is received by the Escalation Engineer who then reviews pre-populated issue details, the result of QueSt integrating with Source Applications such as REACT, Windchill and others.
For example, to escalate a medical and safety related issue, the escalation engineer reviews and creates a Product Issue Escalation record and Product Issue Assessment record in creating an agenda for the RMB meeting decision. QueSt machine learning component and algorithms are continuously retrained using Key Words to recommend Continuous Action and Preventive action records for FDA compliance.
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Demonstration Video
Next Stage
In the previous POC stage, the UAT turns out that the average time of using QueSt is around 2'50,accounting both quality engineers and escalation engineers.
As a result, in the later MVP stage, more features were added after the Johnson and Johnson saw the value of QueSt
Landing page
A landing page is required for QueSt publicity in Johnson and Johnson.
Outlook Add-in
As mentioned in the conversational UX, after the escalation engineer create an agenda, he needs to schedule a RMB (Risk Management Board) meeting. With the api of QueSt, an add-in could be implemented in outlook as the follow-up actions to make sure the user experience consistency
CAPA
CAPA (Corrective and Preventive Actions) is the function that is not well implemented in POC stage, users spend more time on going through the CAPA information, as a result, a special two column layout is designed for this CAPA
Upcoming functions
Johnson and Johnson sees the huge potential value that QueSt can bring, more functions are being designed, more areas are being explored. Currently, we are designing a new homepage for quality engineer and also we are exploring the Johnson and Johnson Vision Care product line. Only a few prototypes can be displayed here since it's still being implemented and also internally reviewed.