Role

Lead UX Designer, UI Designer and Front-End Developer

The Design Process

Empathize

When I joined RL Solutions, our healthcare patient safety desktop app—built in Delphi—was a barrier for users. These non-tech-savvy healthcare professionals, like nurses and admins, dreaded filling out adverse event and patient feedback forms on a computer. Surveys and questionnaires revealed they felt intimidated, unsure of where to start, and preferred pen-and-paper forms. As the sole UX designer and front-end developer for a suite of healthcare products, my mission was clear: make them want to use our software. I collaborated with Product Management to conduct user interviews, deploy questionnaires, and create observation checklists, while Client Services and Support provided insights into trouble spots and user technical levels—my eyes and ears across departments.

Define

Synthesizing this research, I defined the problem: an outdated, complex interface alienated users, favoring paper over digital. Working with Client Services, I crafted personas—e.g., “Nurse Nancy,” overwhelmed by tech—and mapped user journeys, highlighting pain points like confusing menus and multi-step processes. Sales team RFP data revealed competitors’ UX demands, including accessibility (WCAG compliance), setting a benchmark. My goal? Transform this into a web app that felt intuitive and approachable, even for the least tech-savvy.

Ideate

With a user-centered approach, I brainstormed solutions to bridge the desktop-to-web leap. I sketched low-fidelity wireframes on paper, exploring layouts to simplify workflows. Partnering with the Development team, I leveraged their .NET, C#, and jQuery/Javascript plans, adopting Atomic Design theory to create a modular design system. This led to a custom jQuery/CSS framework—an “Atomic Design Library”—ensuring backend devs could implement UI components without altering design. Early collaborative sessions with Product Management and A/B testing feedback shaped a clean, component-based UI that clicked with users.

Prototype

I built interactive prototypes using Axure, translating the Atomic framework into a clickable web app. Over 100+ pages—including admin interfaces—came to life, designed for consistency and ease. Usability testing with healthcare staff, facilitated by Client Services, refined icons, buttons, and flows—e.g., reducing clicks for incident reporting. Each iteration made the app less daunting, more inviting.

Test

I ran formal usability tests, observing users tackle tasks like submitting feedback. Metrics like task success rate soared, and time-on-task dropped, proving the web app’s intuitiveness. A/B testing, coordinated with Product Management, pitted new designs against old, confirming user preference for the web version. Support team insights fine-tuned trouble spots, ensuring no one reached for paper.

Implementation

Leading front-end efforts, I coded the UI with jQuery and CSS, integrating it into the .NET/C# backend. My Atomic Design Library—a UI repository of pre-built components—empowered developers to plug in elements seamlessly, preserving design integrity. I ensured WCAG 2.0 compliance and worked cross-departmentally to roll it out, training users via Client Services. This wasn’t just a facelift; it was a ground-up rebuild of 100+ pages.

Results

The web app transformed user adoption. Engagement jumped 300% lead growth, it scaled to 80% of North America’s hospitals, snagging clients like Walmart and Denmark’s healthcare system. Its intuitive UX set a premium price ($500K+), outpacing competitors and redefining healthcare tech standards.

Reflection

This project was my UX crucible. As the lone designer, I divided and conquered—leaning on Product Management, Client Services, Sales, and Dev teams to research, design, and deliver. Turning a clunky Delphi app into a web powerhouse taught me the value of empathy, cross-functional collaboration, and iterative design. My Atomic Design approach—born from necessity—became a cornerstone of my work, proving that even the most resistant users can embrace tech with the right UX.