Role

UX Design Lead
Collaborated with Product Management, Development, Client Services, and Sales teams
Designed end-to-end mobile experience for iPhone and Android

Empathize

Since RL Solutions had no prior mobile app, I started from scratch, conducting interviews and surveys with nurses, doctors, and administrators via Client Services. Users expressed strong concerns: “I don’t trust my phone with patient data.” Privacy fears around Protected Health Information (PHI) were a major barrier, especially with hospital policies restricting personal device use. Support teams noted frequent questions about potential PHI exposure, and Sales shared RFP demands for ironclad security. I analyzed user workflows, pinpointing distrust triggers like manual data entry or unsecured voice recordings.

Define

Problem Statement: Healthcare professionals need a secure, intuitive mobile app to report adverse events, because privacy fears and the lack of a mobile solution prevent adoption.
Working with Product Management and Sales, I defined the goal: create the first HIPAA/PHIPA-compliant mobile app for Android and iPhone that ensures PHI safety while remaining user-friendly. I crafted user journey maps to identify risks, such as unencrypted forms or cloud-based recordings, which could violate compliance standards and erode trust.

Ideate

I sketched low-fidelity wireframes to brainstorm privacy-first features, hosting workshops with clients and Development to explore ideas like:
- Auto-redaction of patient names in forms.
- Local voice processing to prevent cloud uploads.
- Encrypted data storage for secure submissions.
- Image capture to minimize typing errors.
Balancing security with usability was crucial. I proposed visual cues (e.g., lock icons) to signal safety without overwhelming users.

Prototype

Using Marvel, I built interactive prototypes for the app’s interface, featuring:
- Redacted input fields to mask PHI automatically.
- Offline voice recording for secure dictation.
- Lock icons and “Privacy Secured” messages to reassure users.
- Image upload for faster reporting (e.g., scanning forms).
I shared prototypes with clients via Marvel for early feedback, ensuring HIPAA/PHIPA alignment. Usability testing with healthcare staff revealed the need to simplify voice recording steps and clarify privacy confirmations.

Test

I conducted usability tests with 15 healthcare professionals, observing their confidence in submitting adverse event reports. Tasks included entering details and using voice dictation, with 90% of users completing them without hesitation. A/B testing compared cloud vs. local voice processing—local won with 85% preference for trust. Security audits with Development confirmed no PHI leaks, meeting HIPAA/PHIPA standards. Beta users shared: “This feels safe and easy to use.”

Implement

Partnering with Development, I guided the app’s build on a .NET/C# framework, using jQuery to align the front-end with prototypes. We integrated secure voice APIs for compliance and worked with Support to create user guides for onboarding. The app launched within the RL6 platform, one of 13 products I designed, spanning 100+ screens.

Results

The app transformed skepticism into confidence for hospitals adopting it, despite mobile restrictions limiting its audience:
- 100% HIPAA/PHIPA compliance, verified by audits.
- 80% increase in report submissions among beta users.
- Positive feedback: “Reporting feels secure and fast.”
- Supported RL6’s growth to 80% of North American hospitals by 2017, including clients like Walmart.

Reflection

Leading the design of RL Solutions’ first mobile app taught me to navigate uncharted territory with empathy and precision. By addressing users’ privacy fears, I turned reluctance into adoption. Collaborating across teams sharpened my ability to align technical and user needs. In the future, I’d explore AI-driven redaction to further simplify reporting, building on this foundation of trust-focused design.