The Problems

Context & Challenges:

• Teams across departments (development, clinical/support, marketing, management) each had different tools, workflows, and systems → leading to fragmentation, inefficiency, inconsistent UX, and possibly wasted time or miscommunication.

• Lack of a unified interface meant users had to switch between multiple apps/systems depending on their role — resulting in friction, steep learning curves, and poor cross-team collaboration.

• For management, gaining a holistic view across departments was likely cumbersome (data scattered, hard to visualize).

Why It Mattered:

• Improved productivity and satisfaction across all roles.

• Reduced cognitive load and learning overhead for staff onboarding or cross-department tasks.

• Better data visibility and consistency — especially for management oversight.

Users Research

User Personas / Roles

• Developers (engineering team)

• Clinical & Support Staff (operational or non-technical)

• Marketing team

• Management / Admins

For each: different needs, tasks, permissions, and journeys. The goal: deliver a tailored experience based on role.

Research methods

Direct user interviews to understand daily tasks, pain points, workflows, and how users currently handle cross-department work.

Design Process & Iteration

Ideation & Planning

• Brainstorm sessions to identify common workflows shared (or overlapping) across roles.

• Mapping user flows for each persona: e.g. onboarding, daily tasks, management oversight, cross-team handoffs.

Wireframes & Prototypes

• Low-fidelity: rough sketch / layout for dashboards, navigation, role-based entrypoints.

• High-fidelity: polished wireframes/mockups using Figma — showing how each role sees the portal differently, with tailored navigation and features.

Final Design Solution

Personalize Dashboard + Portal

• On login, user sees a customized dashboard depending on role (Developer, Support, Marketing, Management).

• Navigation tailored — only relevant modules appear.

• Unified interface for tasks, data visualization, inter-department workflows.

Data Visualizations & Insights

• Charts / graphs / dashboards for management and relevant roles to monitor metrics, tasks, performance, or operational data (depending on the user role).

• Consistent visual language across components to reduce cognitive load and make information easy to parse.

Outcome & Impact

Results & User Feedback

• One-stop solution reduced cross-department switching by 40%.

• Reached 85% adoption within the first month across four departments.

• Productivity increased: tasks that previously required switching contexts are now consolidated — fewer errors, faster completion.

• Scalable design: the design system ensures future features/modules can be added without major redesign — saving time and preserving UX consistency.

• Better user satisfaction: simplified and tailored experience for different roles, reducing cognitive load and training time for new staff.

Reflections & Learnings

Nothing is perfect — there are always opportunities to improve.

Challenges

• Designing for multiple very different personas (technical, non-technical, management) — balancing simplicity with flexibility.

• Different teams had conflicting priorities, and not everything could be included in the first release. Facilitating alignment required negotiation, clear trade-off discussions, and data-backed decisions.

What went well

• Extensive user interviews & understanding of daily workflows, which informed intuitive information architecture and persona-driven flows.

• Regular design–engineering syncs ensured feasibility and minimized rework during implementation.