Meeting and exceeding clinicians’ ePrescribing expectations
“Based on Forge Harmonic’s work with us, we were able to get to a place where DoseSpot was able to be proactive in anticipating and solving client challenges.”
— Julian Hebert, Chief Product Officer
The Challenge
DoseSpot's e-prescribing platform for clinical stakeholders had grown outdated, and the product and engineering teams were struggling to figure out where new functionality even belonged on the roadmap. Going in, the plan was modest: a visual refresh and a clearer information architecture to guide future development.
The Collaboration
Forge Harmonic's research quickly showed the problem ran deeper than a simple refresh. What both teams expected to be a UI update turned out to require a fundamental redesign of the platform's underlying workflows. Clinicians didn't need a better-looking interface, they needed to write prescriptions faster, and the platform needed built-in batching of patient actions to match how clinicians actually worked.
Forge Harmonic’s process surfaced the voice of the customer, distilled customer feedback, and engaged internal stakeholders at the right time. Through the process, the research built the case for company sales and leadership teams to invest in both the front and back end of the platform to support future scale.
"They definitely focused on the customer's needs and platform functionality versus integrating 'shiny new objects' that may or may not have added value for the customer, which can sometimes be rare with external agencies or consultancies," said Julian Hebert, Chief Product Officer of DoseSpot.
The Results
The engagement positioned DoseSpot to build out the design system and product for a platform built to anticipate clinician needs rather than react to them.
"Based on Forge Harmonic's work with us, we were able to get to a place where not only was DoseSpot addressing current issues, but it was able to be proactive in anticipating and solving client challenges as well—essentially 'leveling up' DS for the future," said Hebert.
The engagement also changed how DoseSpot, a private equity-backed company, approaches new acquisitions: starting stakeholder and customer research earlier, building in gap assessment, and establishing strategic vision from the outset rather than starting from simple support.
"Forge Harmonic's domain expertise stands apart from many of the design groups I've worked with,” said Michelle Kohut, CTO of DoseSpot. “They understand the complexities of delivering healthcare services and applications, the regulatory environment, and development team needs… Their contribution to the improvement of our platform was critical to its success.”
