STERIS Experience
INTERACTIVE SALES TOOL
STERIS is a global leader in infection prevention, decontamination, surgical and critical care technologies, in addition to other areas of medical focus. The company engaged Brunner with the task of creating an interactive tool to assist their sales force in the field.
I have omitted and obscured confidential information in this case study. The information in this case study is my own and does not necessarily reflect the views of the client.
The goal of the project was to transform their existing tool into an application and experience their field and sales team has never seen before. Using technology to impress clients, in addition to including features necessary to influence customers into making a purchase during initial conversation.
The Solution
After several discovery sessions with the team and client stakeholders, we landed on a game changing solution that would stand out against the competition. While preserving and improving its current function as a catalog, we enhanced the experience using the Unity game engine to place the user inside a virtual hospital allowing them to view current product offerings in appropriate environments and locations. We also included expanded functionality through an enhanced product offering consisting of interactive sell sheets and specifications, improved presentation features, note taking, session history and analytics.
The Problem
My Role
I was responsible for experience strategy and design, while leading UX, 3D modeling and environment build implementation within the Unity gaming engine. I produced all major deliverables, conducted photo shoots, presentations and direct communications with the client. Working closely with the clients, my development partner and team to insure we produced the best quality, and yet simple cutting-edge experience for the STERIS sales team.
Challenges
It was challenging to learn and familiarize myself with 3D modeling using Cinema 4D while afterwards, implementing every asset into Unity. Both programs I’ve never used before and several courses on the Unity gaming engine, 3D modeling, texture mapping, and retopology were taken.
Afterwards, device performance became a challenge, for project scenes topology had extremely high polygon count. Meshes had to be retopologized into lower polygon counts, UV mapping projected to 3D model surfaces, and environment lighting/shadows baked allowing the application the ability to run efficiently on tablet devices.
Another challenge of this project was attaining access to potential users for research and testing purposes, as STERIS’ sales team worked all over the country and budget prohibited much travel. As a workaround we held sessions with project stakeholders, many who have extensive backgrounds in sales and the company who closely match our main demographics and level of technical proficiency.
Approach
Working alongside project management and the account team, we decided to split timelines into parallel working paths. This allowed us to focus primarily on the main experience, design and usability while simultaneously implementing app development and internal testing for quality assurance. Afterwards, 3D Modeling and Environment creation for the Unity walkthrough would commence. These paths crossed at various intervals to help solve mutual challenges.
User Stories
The first step was to organize and define primary functions of the app. What tools and functionality would aid the sales representative, and how to implement a simple experience that would influence their customers while recording data? As a customer, what information would I like to see and gather from such tool, and what would motivate me into making a purchase? By completing this exercise we ensured the end experience would accommodate user needs.
Task Flow
After organizing user stories, it was time to define task flows from a user’s perspective to provide the simplest, most effective way of completing app goals. By doing so, overall architecture of the tool began to take shape. The 3D walkthrough would later function as the primary focus, binding all other features together.
Wireframes
The next step was to visualize our task flow. To accomplish this I began with simple pen and paper sketches that were later presented and walked though with our clients and team. Once approved, detailed wireframes were designed and executed into a more comprehensive document. Working alongside developers and team, these were completed in close collaboration to avoid any possible technical roadblocks that may arise.
3D Modeling
Next, I was assigned as Art Director for several photography sessions held within simulated rooms at client headquarters, allowing us to capture every product angle and detail necessary. Afterwards began my task of modeling the complete product offering, making sure textures, materials, environment and lighting was accurately representative of the products within proper environments. The scenes were comprised of 3D models designed in Cinema 4D and running within the Unity game engine.
3D Environments
User controls were implemented within the environments permitting sales reps and clients the ability to freely explore the scenes, mimicking the feel of walking through an actual hospital while exploring STERIS’s product offering. Users began their journey in the lobby and provided the opportunity to explore Operating Departments, Sterile Processing Departments, and other sections of the hospital.
The Controls
Working closely with the team we came up with a simple solution in solving the problem of user interaction and navigation within the environment. We looked at a number of solutions ranging from tablet joysticks and simplistic 2-axis controllers from the 8-bit era all the way up to 2-stick quaternion-based controllers prevalent in modern gaming consoles. They were nice solutions, but didn’t provide the simple and practical means of navigating after testing alongside the prototype.
We ultimately landed in the middle of the complexity spectrum. It was impractical to implement a physical controller style for sales representatives to transport with the tablet. Knowing STERIS required users to move on a fixed track, restricting the capability to free roam, we implemented an on-screen joystick controller solution. The right joystick propelled the user forward and back on the track while opposite hand finger gestures allowed for camera viewport control.
The Result
We unveiled the tool at STERIS’ annual sales conference in Orlando where we led several on-boarding and training sessions with the sales team. During this time we took advantage of user testing opportunities to improve the application, keeping in mind future features and functionality the team wanted to implement.
The response was overwhelmingly positive. We began receiving meaningful feedback weeks after devices were shipped and used in the field. Sales representatives mentioned they’ve been looking for a tool like this for many years, and the game-changing experience will lead to considerable new business opportunities. This feedback has led to minor usability and technical tweaks as well as larger discussions in expanding on the application.
VR Prototype
Virtual Reality is here with a large number of consumer-ready headsets on the market. With this new technology available, we decided it would be a great opportunity to get introduced to the hardware and methods of building out these immersive experiences. Using the HTC Vive, SteamVR SDK and Unity, I was able to create a fully immersive prototype from the ground up. Wearing the VR headset, I was able to place the user into our 3D STERIS environments with the ability to explore departments and interact with the equipment and various other objects by means of HTC Vive’s motion-tracked controllers.