MSD
Stabilizing the clinical exam journey.
Reduced operational risk and rework in a critical workflow without touching the backend.
ROLE
Product Designer
DURATION
6 months
TECHNOLOGIES
Legacy System
DELIVERABLES
Optimized task flows
Project Summary
Context
Transformation of a legacy request-and-operation system for critical clinical exams — used daily by doctors, labs, and logistics teams.
The old product was desktop-only with dense screens (up to 40 decisions per flow), no error recovery (no "back" or resume), and hard-to-retrace journeys — generating friction, support calls, and operational risk.
Results
Simplified critical workflows
3 critical flows redesigned (doctor, lab, logistics) — with back / resume / state patterns to prevent work loss.
Reduced ambiguity & scalable foundation
PDF authorizations with clear status tracking, a design system + documentation for consistency and scale, and HTML ready for the legacy backend.
Team
Client
MSD
Responsibilities
Research & synthesis • UX/Content strategy • System design • Legacy integration (HTML delivery) • Design system documentation
Impact
Risk mitigation without touching the backend.
Error-proofing
Increased error tolerance with recovery patterns and clear, visible states.
Cognitive load reduction
Decreased decision density and restructured information for safer, faster choices.
Mobile-first foundation
Built a mobile experience for a product that had no prior mobile version.
Scalability through consistency
Design system + documentation to prevent improvements from becoming isolated, inconsistent pages.
Confidential Case Study
Due to the sensitive nature of this project, I walk through the full strategic deck exclusively during live interviews.