A healthcare SaaS startup came to us with a complex platform that users found difficult to navigate. We redesigned their entire user experience from the ground up, turning confusion into clarity and frustration into flow.
MedFlow Health had built a powerful patient management platform with all the right features, but their users were struggling. Support tickets were piling up, onboarding was taking an average of three weeks, and their trial-to-paid conversion rate had dropped to 12%. The core problem was clear once we dug into the data. The interface had been built by engineers adding features over two years without a cohesive design strategy.
Users were getting lost in nested menus, missing critical workflow steps, and abandoning tasks halfway through. The platform had incredible depth, but none of that mattered if people couldn't find what they needed within the first few minutes.
We started with a two-week discovery phase. We interviewed 15 active users, analyzed session recordings from over 200 user journeys, and mapped every workflow against actual usage patterns. This wasn't about guessing what looked better. It was about understanding exactly where people got stuck and why.
Key findings from our research shaped every decision that followed.
We restructured the entire information architecture around those four core daily tasks. Instead of organizing features by technical category, we organized them by user intent. The new dashboard surfaces the most-used actions immediately, with progressive disclosure for advanced features.
We designed a guided onboarding flow that walks new users through their first appointment scheduling, their first patient record, and their first report in under five minutes. Every step includes contextual help that appears only when relevant, not as a popup wall on first login.
The visual design was stripped back to essentials. We reduced the color palette from twelve colors to four, standardized typography and spacing, and created a component library of 48 reusable elements that the engineering team could implement consistently across the entire platform.
We delivered the project in three phases over eight weeks. The first phase covered the new navigation structure and dashboard. The second phase tackled the four core workflows. The third phase addressed the onboarding experience and mobile responsiveness. Each phase included user testing with five real users before moving to the next, so we could catch issues early and iterate fast.
The project was executed primarily in Figma for design and prototyping, with Maze for unmoderated usability testing. We used Hotjar session recordings to identify pain points during the discovery phase and delivered a complete design system in Figma with auto-layout components that their development team could translate directly into React code.