Product strategy and product design at Moxie
Project 1 (a, b & c): Data model update for structure for compliance
The Problem
In the aesthetics industry there are a fixed number of service types. For compliance, a medspa needs to have a signed policy and procedures document by their MD and a signed standing order document on hand. Additionally, a GFE (good faith exam) must be performed for every client ahead of appointments to ensure they have a documented diagnosis and are indicated for the service(s) the medspa offers. A complete GFE where every service the medspa offers is reviewed also makes it much easier for providers to upsell clients in clinic.
Project 1a: Redesign our data base around official offerings
Before taking on the data redesign, providers could have service menu items called whatever they want. They could have a service named ‘the butterfly effect’ that included neuromodular, HA filler and IPL official service types. Any client booking that service needs to be indicated for each of the three official service types by a GFE reviewer or both the provider and reviewer are our of compliance. With no connection to those official service types, the GFE reviewer needs to reach out to the provider (time consuming) or guess what they are indicating for and write it clearly in the GFE (risky). Additionally, there was no way to track and manage required compliance documents. At the time we were designing fully mobile first for solopreneurs.
Project 1b: Compliance document management
Once we had the official service types in our database, we could leverage that structure to become the most compliant EMR on the market. Also, with the clearly defined set of official offerings, we could with with our medical advisory board to build out of the box policies & procedures (also called protocols) saving providers money ($500 - $1000 per document) and speeding up the time to launch. Supporting in managing these documents wasn’t on the radar of our company until this project when the opportunity was recognized.
Project 1c: Improve GFE workflow and display in appointment
Ahead of this update, GFE reviewers with a WYSIWYG editor where a GFE reviewer had to dig into client appointments to understand what they were scheduled for, often dig into the service menu item of the medspas they are reviewing for reading descriptions to understand what they are when not obvious and then freehand writing the diagnoses and indicated services for each client. Ideally, clients would be indicated for every possible service at the medspa so the provider could add additional services to appointments, but that required the GFE reviewer to spend a lot more time on each medspas service menu and this was almost never done. In collaboration with the PM, I fully redesigned the GFE completion workflow and better surfaced that data to the provider in appointments.
Outcome and results
We started this series of projects to improve provider compliance and reduce manual work on operational necessity. Following this series of projects, our CEO and business marketing team realized these updates will allow us to position Moxie as the most compliant EMR on the market for medspas and in the fall of 2024 more than 65% of closed won sales cited ‘compliance’ as a reason for choosing Moxie.