Lantum Email Preferences

The problem

Healthcare managers have no way of controlling which email notifications they receive from Lantum.

The challenge

Managers are bombarded by email notifications from multiple sources, applicants for shifts, payments, important staff messages about shifts, staff withdrawing or accepting shifts, onboarding of new workers, pensions queries. however, they have had very little control over what they can turn on and off based on their organisation's requirements.

What we knew

• Notification were coming from multiple areas that weren't easy to find
• Managers were creating fake email addresses to avoid spam
• Some notifications have higher relevance than others
• Practices wanted control over their email notifications
• Customer support was being impacted because emails were being missed
• Sending unwanted emails via an external service was costing the business money

Design principles

• Empower organisations to control email notifications
• Create one place where all email notifications are managed
• Ability to unsubscribe from all everything in one click
• When unsubscribing from all notification make the front-end remember previous settings when turned back on
• Create clear email notifications groups for scalability
• Use clear, plain copy to explain every email notifications
• Evolve the Lantum DNA pattern library

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Discovery

We understood from internal feedback and monitoring our email tools where the majority of the problems were.

Practice managers couldn't manage email notification anywhere, so we'd need to find a place for this functionality to live.

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Scenarios

When delivering any project I make interactive prototypes for all of the potential scenarios. This makes sure that I've covered all possible eventualities. Often other members of the team will catch scenarios which I might have missed. I'll make a point of adding these so that when we test and build we are not creating churn for the teams.

• Scenario 1 As a Rota manager I want to manage my Lantum email notifications because my inbox is getting bombarded
• Scenario 2 As a Rota manager I want to be able to unsubscribe from all of Lantum’s email notifications with one click
• Scenario 3 As a Rota manager I want Lantum to let me know if my email notifications can't be changed because their services are down

Success metrics

• Goal To create a single place where users can control email notifications which are important to them
• How to measure Save the business money by not sending emails that had no relevance

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Sequencing

This was not a massive project to design or build but was going to deliver a much better user experience. We planned to released everything at once.