8 months
length of the initiative
GrossiWeb proposal packet
3 areas
design workflows, customer communications, customer-facing interfaces
GrossiWeb proposal packet
Healthcare
software for medical practices
Wikipedia: Athenahealth
athenahealth is a privately held US healthcare technology company. It sells cloud software for ambulatory medical practices, including athenaOne, which covers electronic health records, practice management, billing and revenue cycle, and patient engagement. GrossiWeb helped athenahealth implement AI across design workflows, customer communications, and customer-facing interfaces in an eight-month initiative.
The work
The approved scope was an AI implementation initiative for athenahealth that ran 8 months and covered 3 areas: design workflows, customer communications and customer-facing interfaces. Here is how we work in each area.
AI in design workflows
In design workflow work, we put AI to work where designers spend their time. We map the steps a design team follows, from research and concepts to review and handoff. Then we find the steps where AI saves effort and the steps where a designer's judgment must stay in charge. The goal is a workflow the team can repeat and trust.
AI in customer communications
In customer communications work, we decide what gets written, answered or routed with AI help, and what a person still handles. We define the tone, the topics and the limits first. We add review steps. We test messages against real situations before anything reaches a customer.
AI in customer-facing interfaces
In customer-facing interface work, the AI shows up inside the product people use. That is a design problem as much as a technical one. Users need to know what the AI is doing, what it is not doing, and how to reach a person or correct it. We design those moments, build them and test them with the people who will use them.
How we approach AI in healthcare products
Healthcare software has busy users and regulated data. Our method for that kind of product has four parts.
Our four-part method
Start from the people using it
Talk to the staff and customers who will touch the feature. Find the task that costs them the most time or causes the most friction.
Keep humans in the review loop
AI drafts and suggests. People review and decide. We build the review step into the workflow, not on top of it.
Measure before and after
Record how the task works today. Choose the measure first. Compare after launch, so the result is a number and not an opinion.
Respect regulated-data constraints
Decide what data AI may see and what it may not. Bring in compliance and security people early. Design inside those limits from day one.
What this means for your project
If you build or sell software in a regulated field, AI work has to be careful. Our AI work with athenahealth, a healthcare software company, shapes the questions we ask first.
Start with the free consultation. Tell us where your team, your customers or your product could use AI. We will tell you where we would begin and what we would keep in human hands. See our AI & Automation and web design services.
