Designing visibility at scale
INDUSTRY
HealthTech
MY ROLE
Product Design
TEAM
PM, PO, 2 x Developers, 2 x Data Engineers
TIMELINE
Feb 2023 - May 2023
ABOUT
RDx by Topcon is a web platform for eye-care professionals. The platform enables eye clinics to manage patient care and allows doctors to perform eye diagnostics remotely, by operating the Phoropter device online.
BACKGROUND
Optical store managers could see the overall performance by generating reports and reviewing activity logs for both stores and doctors.
USER PROBLEMS
Report generation was daunting, and the data indicated that was not very helpful
There was no way to see how stores and remote doctors were performing in real-time, and by the time issues were noticed, it was often too late to act
IMPACT
New functionality became a go-to tool in daily operations
Customer Effort Score (CES) increased from 1.8 to 5.6/7
Reduced completion time in key scenario by 89%
The Dashboard also became our key selling factor
DESIGN DECISION
We kicked off a new initiative to build a real-time dashboard that would surface the right data at the right time to help management react to problems right away. I led the design side of the project, working closely with the PM, data engineers, and customers. One of the biggest challenges was understanding what data to display and when, translating complex, data-heavy workflows into an interface that felt clear and easy to navigate.
Through interviews, iteration, and tight feedback loops, we shaped the dashboard that enables customers to identify regional slowdowns and monitor live exam throughput, wait times, and doctor availability at scale.
Final design
Dashboard in action - navigating between State and Store views among different states