The Problem
The primary challenge revolved around the management of the Payer Space portal and content creation for Healthcare Payers nationwide, handled by a complete team comprising 1 Product Manager, 1 Quality Assurance specialist, and 4 Developers. Each request required approximately 5 business days for completion, leading to a high volume of requests and customer dissatisfaction. Balancing client expectations and managing the influx of requests proved demanding. The prolonged turnaround time and continuous development efforts placed a strain on business operations and revenue generation.
The Goal
Our primary objective aimed to enhance the user experience for our clients, offering them swift content promotion and addition capabilities within their Payer Space. Concurrently, we sought to minimize both development and maintenance costs associated with the product.
Our approach involved creating a self-service tool that empowers clients to independently upload content without requiring internal team involvement. Moreover, we implemented measures to ensure that the uploaded content aligns with Availity's ecosystem and guidelines. This solution also enabled us to monitor activities closely and furnish stability metrics for each space.
Solution
My Role
In my capacity as a product manager, my responsibilities encompassed shaping the product's overarching vision, instigating design strategies, overseeing execution, and streamlining communication with both internal and external stakeholders. Introducing an external tool that grants customers the authority to impact the overall website aesthetics marked a daring and innovative step for the organization. The focal impetus behind this venture was to foster trust between our clients and our team, ultimately driving product expansion and heightened visibility.
Through effective collaboration with the development and design teams, I steered the project towards fruition, ensuring its timely completion.
Results
The product's culmination manifested as a solution empowering our clients to independently manage their content within the Availity ecosystem. Notably, the time required for content posting dramatically decreased from 5 business days to mere minutes. Furthermore, the product's self-sufficiency led to significant reductions in development and maintenance expenses, rendering the need for the associated team obsolete. The cumulative cost savings amounted to well over a million dollars, a testament to the product's efficacy.