Redesigning the Global EDUCARE Platform

Overview

The global EDUCARE platform is a cornerstone of Boston Scientific’s efforts to deliver high-quality educational resources to healthcare professionals (HCPs) worldwide. This case study highlights how a research-driven redesign addressed user pain points, improved usability, and aligned with the company’s rebranding strategy.

My Role: Senior Product Designer
Team: Cross-functional collaboration between COE, SMEs, and BSC stakeholders and recruiting agency for research
Timeline: February 2021 – Left Boston Scientific in June 2022

The Challenge

The EDUCARE platform faced multiple challenges:

• Fragmented User Experience: Each region had its own EDUCARE implementation, leading to inconsistent designs and user workflows.

• Legacy Platform Dynamics: The European EDUCARE site, as the original platform, heavily influenced user expectations, but the newer US EDUCARE site was designated as the design "north star."

• Simultaneous Developments: The Latin American and Asia-Pacific EDUCARE platforms were being built concurrently, requiring real-time coordination.

Global Coordination Complexity: Working with diverse regional teams to align on a unified vision was essential. Each region had distinct needs, but the designs had to remain cohesive to support a scalable, globally consistent platform. This required balancing:

• Regional customization for localized needs.

• Adherence to global design principles set by the "north star" US EDUCARE platform.

• Timely collaboration with teams in different time zones and cultural contexts.

These challenges underscored the need for a research-driven and iterative approach to ensure that the final design addressed the needs of healthcare professionals worldwide while maintaining Boston Scientific’s brand identity.

The Discovery

The redesign process began with a thorough investigation into user needs and platform shortcomings. This involved both external and internal sources:

External Sources

1. 2020 HCP Interview Sessions: Uncovered key pain points in existing workflows and unmet needs for on-demand education. [Research done prior to my taking the EDUCARE design role]

2. July 2020 UX/UI Audit: Evaluated the platform’s usability and adherence to design best practices, identifying areas for improvement in navigation, layout, and content hierarchy. [Research done prior to my taking the EDUCARE design role]

3. 2021 HCP Interview Sessions: Collected insights from diverse specialties (Rhythm Management, Surgical Endoscopy, Interventional Cardiology, etc.), revealing distinct preferences and commonalities in platform usage.

4. 2022 HCP Interview Sessions: Talked to Rythm Management clinical staff and electrophysiologists to validate initial findings and explore advanced feature requirements within certain specialties.

Internal Sources

1. BSC Conversations and Feedback: Synthesized input from internal stakeholders to align platform improvements with business goals.

2. BU Jira Requests: Analyzed feature requests and bug reports for actionable trends.

3. COE and Spokes SME Collaboration: Partnered with regional SMEs to understand localized needs and ensure global consistency.

4. Discussions with CMO and HCP Employees: Gained executive buy-in and further refined the vision for the platform.

Key Findings:

• Users needed a more intuitive navigation system to find educational materials quickly.

• Region-specific content and workflows demanded customization while maintaining a global framework.

• A consistent and modern visual identity was crucial for reinforcing the Boston Scientific brand.

Design and Iteration Phase

Design Principles

The design strategy was guided by four principles:

1. User-Centricity: Address pain points identified during research.

2. Consistency: Create a unified design system across regions.

3. Scalability: Ensure the platform could grow with future needs.

4. Brand Alignment: Reflect Boston Scientific’s rebranding initiative.

Prototyping and Testing

• Created wireframes and clickable prototypes to validate navigation, layout, and feature concepts.

• Conducted iterative usability testing with HCPs and internal stakeholders.

• Incorporated feedback from diverse global regions to refine the designs.

Design Highlights:

• Simplified navigation with a universal search feature.

• Responsive design optimized for desktop and mobile devices.

• Customizable regional content templates for global consistency.

Outcomes and Reflections

Anticipated Impact

While I departed Boston Scientific before the full rollout of the redesigned EDUCARE platform, my work laid a strong foundation for its successful implementation. Based on usability tests, stakeholder feedback, and the validated design solutions, I anticipate the following outcomes:

• Improved navigation and usability across global regions.

• A cohesive user experience aligned with Boston Scientific's branding.

• Increased engagement with educational resources by HCPs.

Next Steps for EDUCARE

While no longer directly involved, I am excited to see how Boston Scientific continues to evolve the platform, leveraging the groundwork established during the redesign. Potential future enhancements include personalized content recommendations and AI-driven user insights to further elevate the HCP experience.