Medical AI data platform: Improving retention by 23% with user-centered redesign
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Project overview
Healthcare professionals, health insurance providers, pharmaceutical, and health researchers share one common challenge: They spend too much time sifting through unstructured data.
But they no longer have to. Advances in natural language processing (NLP) can organize and structure this data for them—all they need is the right AI-powered data platform.
Our client, an AI solution vendor for healthcare data with whom we worked under an NDA, set out to build such a platform. However, after its initial release, our client received somewhat underwhelming user feedback on the platform’s user-friendliness and usability. More specifically, the satisfaction rates failed to meet the set KPIs.
While the platform was rated high on its core NLP capabilities, users found some interface elements complex, frustrating, or counterintuitive. For instance, the layout of the Summary Display Module was overloaded with elements while lacking robust search tools. Scrolling was clunky in some places, and forms lacked a Reset button and a clear indicator for required fields.
Our client strived to fix these shortcomings. And that’s where we came in.
Services
Business challenges
Our client’s solution was already in the market at the start of our collaboration. Therefore, the company needed a partner to incorporate existing user feedback into the platform's redesign.
Examining and prioritizing the feedback required additional effort. Advanced problem-solving skills were also crucial in identifying root causes and the most effective solutions for the most reported issues.
In addition, the client needed a partner to collaborate closely with its in-house team, ensuring complete alignment with the product vision and strategy. Transparent and timely communication was also crucial for our client as they sought to minimize the risk of costly misunderstandings.
Finally, the project came with a particular urgency. Our client needed the revamped platform ready for deployment as soon as possible. It led to a tight timeframe for the scope of work outlined during the discovery phase. We agreed to take on this challenge, meeting all deadlines as planned thanks to our adaptability, productivity, and resilience.
Based on a thorough discovery phase, we identified the client’s strategic needs and the project’s technical requirements to set the framework for our collaboration:
Strategic business needs
Technical requirements
Let’s discuss how a human-centered redesign can improve retention and user satisfaction.
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Solutions
This project required careful consideration of existing user feedback and our client’s needs and requirements. After an extensive discovery and user research phase, we identified and implemented several changes to the interface to improve user experience. They included improvements in layout, data presentation, navigation, in-app notifications, and more.
Our efforts paid off, putting the product on the right track to reaching the client’s engagement and user satisfaction KPIs. Thanks to our efforts, the user satisfaction rate increased to 94%. Meanwhile, retention improved by 23% within the first six months.
User experience optimization
We revised the page layout to address the existing friction in the user flows. To that end, we simplified it and reorganized its elements to communicate the information hierarchy more effectively. We also added a page counter, status indicators, and action links to the Explore Actions section.
We integrated a JSON viewer component according to our client’s technical requirements. That ensured fast loading and optimal performance for data-intensive workflows.
These improvements accelerated key user flows, removed sources of friction, and reduced drop-off rates by 18%.
Enhanced data presentation and search
The platform’s core functionality was supposed to facilitate unstructured data management, so its UI/UX had to make insights as easy to grasp as possible. That’s why we took extra care to revise the Summary Display Module, which received a complete makeover.
This makeover introduced collapsible sections and pill elements, simplifying the former overloaded layout. We also improved the document display, adding expandable rows and highlighted terms to make it more intuitive.
These improvements made working with the platform’s insights more straightforward and faster, improving user productivity by 16%.
Improved in-app notifications
To enrich the user experience further and facilitate user flows, we revised the platform's notifications and messages. Based on our analysis, we added feedback messages for various processes and steps to keep users well-informed about the platform’s functioning.
We also reviewed error messages and added detailed notifications in several user flows. For example, if the user’s query fails to execute, the notification window explains the reason behind the failure and how to rectify it.
Our improved in-app notifications ensure users receive relevant, straightforward information at the right time — all without disrupting the user experience.
Optimized patient navigation
Existing user feedback also pointed out a few issues with patient navigation. So, we took steps to improve it. To that end, we added collapsible elements and page counters. We also introduced typography and element organization changes to make data presentation more intuitive.
We also implemented a robust search tool for advanced queries with various parameters and filters.
These improvements increase user productivity and satisfaction thanks to facilitated data search and retrieval.
Revamped Table Display Module
The Table Display Module is one of the platform’s core features meant to streamline the work with data. We introduced multiple tweaks to the module to facilitate workflows, from a more effective pagination system to smoother scrolling with a vertical scroll bar.
We also added custom display options for columns and cells to give users more control over data presentation. As a result, the module became more flexible and offered new personalization options, which saved users time and improved the overall user experience.
Improved error handling
While the platform’s error-handling mechanisms were adequate, there was still room for improvement. Based on our review of those systems, we identified two possible enhancements: custom error messages and proper logging.
Proper logging more than halved hidden application exceptions and allowed the maintenance team to keep track of common and emerging errors. Clear and straightforward error messages, in turn, provided users with the necessary feedback to bypass those errors (if caused by incorrect input, for example) or inform the support team about them.
API call assessment
At our client’s request, we conducted a thorough API call assessment to analyze API performance and security. We gathered metrics on API response time, latency, availability, error rates, and throughput across all connected services.
Based on our analysis, we introduced several API optimizations to improve the platform’s performance and reliability. These tweaks increased performance metrics by an average of 13%, improving the overall user experience.
Form improvements
The platform’s forms lacked certain features necessary for a seamless user experience. Those included a Reset button to clear all fields in one go, a loading indicator to notify the user that the platform is processing data, and an indicator for required fields.
We added all these features while preserving the forms’ style and functionality. As a result, users found the forms more manageable, improving productivity, retention, and drop-off rates.
Tech stack
Impact
Besides launching the redesigned platform within the agreed-upon time, our client also reaped the following benefits from our involvement
We’ll help you optimize design and functionality to maximize performance.
Testimonials
We leverage cutting-edge technologies to develop powerful and innovative solutions.
The responsiveness, attention to detail and high-level communication from Darly Solutions was outstanding. Communication with the team was all online and was absolutely seamless. They were highly responsive, worked to tight deadlines and provided great feedback and communication throughout the entire project to ensure it remained on schedule and all quality requirements were being met. They exceeded all of our expectations, from design through to delivery.
LLC Darly Solutions's team performs well since the collaboration started. They are fluent in specific programming languages, they are also fluent in English, and they have a great response time. What is most unique and impressive about Darly Solutions is that everyone in the team is inherently communicative and understands the expertise of their respective fields. The team is very agile and can predict stress situations in which we work together to fix and maintain.
Darly Solutions' work so far inspires confidence, as they're skilled and trustworthy. The health platform is incredibly happy with their work. The team at Darly is communicative, responsive, and responsible. I’d recommend them to people looking to do more than build a simple little software.
By collaborating with Darly Solutions, there is a significant improvement in the project's quality of codes compared to their original codebase. They lead efficient project management and keep the client updated with their reports. They're a flexible team that delivers promising results. They don't just do as they're told, they actively participate in the design process, which is going to yield us a much better platform in the end.
Darly Solutions was able to develop the site with all functions running. The team was responsive throughout the engagement. They excelled at scheduling and delivered projects on the specified timeline. The whole team was a pleasure to work with. I am very glad that I entrusted them with my project, this is the best company for me!
The quality of their work is very high, and we get very good customer feedback on what our site looks like. They're very reliable and have a great overview of the technologies they're using. They meet our deadlines and are very accurate with their time estimations on a project. In addition, they're responsive and great with communication with a great command of English — it's very easy to talk to them. Moreover, we've integrated them into our development and scrum process, where we have daily stand-ups with their project manager and developers through Slack.
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