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Diagnosing UX issues for a health record software

EZDERM is a healthcare technology company that specializes in electronic health record (EHR) software specifically designed for dermatology practices.

The EZDERM interface where doctors can indicate their diagnoses on a neutral grey 3D version of a human body.
Client
EZDERM
Industry
Healthcare
Service
UX Research & Consulting
Team Setup
1 designer + 1 researcher
Timeline
4 weeks

Goal

EZDERM approached us to develop a redesign plan for their cross-platform software, aiming to address various usability challenges, enhance customer satisfaction, and ultimately drive revenue growth.

Challenge

EZDERM built its product by continuously adding features to solve user pain points, making it highly functional and popular. However, the user experience didn’t keep up, leading to navigation challenges that started to affect customer satisfaction and growth potential. They reacted quickly, and contacted us for research insights.

Outcome

We delivered the necessary material for a comprehensive redesign plan for EZDERM's software by:

• Conducting user interviews and workshops with different customer segments
• Performing heuristic evaluations on every user touchpoint
• Mapping user flows to identify navigation issues an information architecture problems
• Establishing the design system foundations in close collaboration with the development team

Finally we led a prioritisation workshop using impact/effort analysis, creating an actionable implementation plan for a redesign.

Project timeline
Timeline of project showing four weeks. It starts with a kick off, then a heuristic evaluation and flow mapping run in paralel with interviews and workshops and laying down the design system foundations.
1 /
Workshops and interviews

How we started

We wanted to understand how and why each user group uses the product.

We began with two-hour long workshops, working directly with four target user groups—dermatologists, medical staff, front desk, and billers—to map out their user journeys. We focused on:

  1. their main tasks and responsibilities
  2. how they use the product (when, for how long, on what device, for what, etc.)
  3. their main challenges while using the product

This helped us see which parts of the product matter to each group, where their workflows overlap or differ, and which areas need the most improvement.

The workshops gave us a high-level view of the main issues. To dive deeper into specific interactions and challenges, we conducted one-on-one interviews where users showed us exactly how they use the product in practice.

The first three steps of a journey map, showing the users' actions, thoughts, feelings and pain points.
A snippet from one of the Journey maps that was created during the workshops
2 /
Heuristic evaluation and flow mapping

Alongside workshops and interviews, our UX designer focused on mapping key user flows and identifying heuristic violations across screens. This process provided deeper insights into the product’s usability challenges.

We started by breaking down each user journey, organizing all the screens a user encounters while completing a specific task.

For example, when analyzing the appointment scheduling feature, we arranged all related screens sequentially. This approach helped us in two ways:

  • it revealed how different sections of the platform were interconnected;
  • it allowed us to systematically identify usability issues on each screen.

By visualizing the entire system holistically, we could assess not only the individual touchpoints but also how well they worked together to create a seamless user experience.

The map of user flow with screens and its connections.
User flow for schedule appointment.
Snippet from the heuristic evaluation showing one page of the interface with color coded observations.
Violation of heuristics in a single screen
3 /
Final Deliverables

A solid foundation for a redesign

After 4 weeks we managed to  prepare a solid foundation for EZDERM’s internal design team to continue with the redesign process.

We handed over:

  1. A detailed research presentation including the insights of the workshops and the interviews
  2. Extensive heuristic evaluation
  3. Feature prioritization workshop helping which parts of the product we should redesign first, based on
    - the complexity of that specific part of the product
    - the effort needed to redesign it
    - the effect on user satisfaction after redesigning it

These deliverables provided EZDERM with the strategic direction needed to enhance customer satisfaction and support their revenue growth goals.

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