Overview
OneView is an electronic health record used by DaVita’s healthcare professionals to manage kidney disease patients. As the product evolved, nephrologists were required to navigate up to eight screens to access critical lab data during time-sensitive patient encounters. I led the redesign of the lab navigation experience to streamline access to patient data, resulting in a 50% reduction in navigation effort and a 21% increase in customer satisfaction within one month of launch.
My Role
Product Designer
Collaborators
Timeline
3 months (2024)
Problem
“This is a disaster, you cannot check all labs at once. You need to open one tab, view the result, then close, then open a new section, and then review and then close, […] just for one patient.”
— Doctor D., OneView user
On a typical weekday, Nephrologists assess 30 patients across 3 treatment centers. They only have about 4 minutes per person. The existing lab display required them to navigate between up to 8 different screens, which slowed down their workflows during time-sensitive encounters. Such workflow inefficiencies frustrate users and diminish time that is better spent tending to the patient.
Opportunity
How might we reduce the navigation effort nephrologists exert when assessing multiple patients’ lab results?
My Approach
To address this issue, I focused on reducing users’ “click fatigue” by redesigning the display of patients’ fluids, vitals, and labs, and validating the solution with research.
Timeline: 3 months from research to MVP launch
Scope: iOS and Android mobile experience
Goals
For this redesign to be successful, it needed to achieve the following:
Reduce the number of taps required to assess all of a patient's lab results during an encounter.
Achieve an NPS score of 40+ and positive feedback from users.
Constraints
Due to project timelines and limitations, data that did not fit the existing table structure, such as Microbiology labs and new data visualization techniques were excluded from the redesign. I prioritized enhancements that would have a high positive impact on the user experience and require less technical effort.
Ideation
I explored the idea of consolidating the labs into one screen as a way to streamline the navigation and reduce clicks. The following concepts were used to spark discussions with stakeholders about the different ways we can present the new labs screen.
Anchor buttons for quick navigation to each care category
Ability to search for labs & a singular table for all care categories
Vertical menu button arrangement and a singular “Labs” button
How I Navigated Conflicting Stakeholder Feedback
While some stakeholders were on board with my idea to consolidate the screens, others felt that it was the wrong approach. Alternatively, they suggested keeping the labs in separate screens while dedicating a new screen to displaying the few labs that users frequent. I was concerned that this approach would add redundancy and complicate users' workflow.
My Response: I reiterated users' goals and pain-points while acknowledging the validity of their dissenting perspective. Given that my idea of consolidating the screens would be a drastic change, I framed their idea as an opportunity to gather data that would give us better insight on the best direction and incorporated it in a usability study.
Usability Testing
I conducted a usability test and concept test in collaboration with a UX researcher. These methods best suited our interest in identifying major usability issues, assessing users' task completion, and gauging the perception of the new design before its launch. Since this was an early-stage exploration, the small sample sizes sufficed.
Study 1: Patient Menu & Labs Usability Test
Study 2: Patient Menu Concept Test
My Rationale for Combining Both Menu Concepts
Initially, I proposed Concept B as the final solution, based on the research insights, design goals, and Hick’s Law (which suggests fewer choices improve decision-making speed). However, I wanted to ensure that what users claimed they wanted aligned with their actual needs. As a result, I refined the menu to support both concepts. I plan on tracking users' engagement with the buttons to see which pathway is utilized more often.
“Watch what people actually do. Do not believe what people say they do. Definitely don’t believe what people predict they may do in the future.”
— Jakob Nielson, NN/g
Solution
This solution provides multiple entry points to the All Results screen. Care category buttons are hidden by default but can be expanded for direct navigation to specific sections.
Accordions consolidate care categories into a single view, allowing users to target specific data and expand sections as needed. This also improves performance by loading data only when accordions expand.
Impact
The MVP which gives users access to both the new consolidated view and legacy screens launched in Fall 2024 and delivered measurable improvements before the project was descoped due to organizational changes.
50% Reduction in Navigation Effort
Users now access patient data in 3-4 taps instead of 6-8, significantly reducing click fatigue during time-sensitive patient encounters.
21% Increase in Customer Satisfaction
The NPS score improved from 38 to 46 within one month of launch, exceeding our target of 40+.
Validation of Our Hypothesis
User engagement with the consolidated view confirmed that reducing navigation complexity was the right direction, even if the full vision couldn't be realized.
Reflection
Shipping Despite Uncertainty
Although organizational changes descoped this project before full implementation, the MVP validated our approach and delivered meaningful user value. This experience reinforced the importance of shipping early. Real-world usage data is more valuable than perfect plans, especially when priorities expectedly shift.
Research as a Tool for Stakeholder Alignment
Navigating conflicting stakeholder feedback taught me the value of empathy in collaboration. Rather than dismissing opposing viewpoints, I incorporated them into research studies to gather evidence. This transformed subjective debate into objective decision-making and built alignment across the team.