Refactoring of an old system to a modern web-based application for a medical company — improving usability, consistency and overall experience.
Context
Innova is the result of refactoring an old desktop system that was used at URG (a large medical services company in Argentina). The old software was already difficult to maintain and scale. It was a enterprise platform used by operational staff to manage complex, data-heavy workflows. The project focused on the modernization of a legacy system that had evolved over time, accumulating usability and consistency issues while supporting a large and highly accustomed user base. Despite these issues, the system was business critical and used by operational teams on a daily basis.
Rather than a visual refresh, the goal was to improve clarity, scalability, and maintainability without disrupting existing operations. For this reason, the company decided to hire a team of PMs, developers, and UX designers to conduct an in-depth analysis/audit of the business, architecture, and usability.
My role
I collaborated with a Product Manager, Business Analyst, and the development team, aligning design decisions with business needs, technical constraints, and stakeholder expectations.
Proposal
The design proposal centered on three core principles: clarity for medical staff who need to act quickly, consistency across all modules, and scalability so the system can grow with the company.
Objectives
Discovery
Before jumping into design, I invested time in understanding the business context, the existing system, and the mental models of the people who use it every day.
The discovery and reserach process involved remote meetings to gather all the necesary context, pain points and needs. It involves collecting data, analyzing it, and identifying key areas for improvement.
Also, it was a priority to map the workflows of the the new experience. By creating this maps, we keep everyone aligned on how the experience should work.
Knowing the users
The app users are the company's administrative staff and secretaries. Each employee has defined and specific tasks within the organization. The challenge was to identify each person's role in order to create specific user roles with permissions for each one. Each employee can only access the app modules to which they have been assigned permissions.
Manage patient records, affiliations, invoicing and billing. Need fast access with minimal friction.
Manage user permissions, invoicing, comercial, system configuration, and security settings.
Architecture
To enable users to navigate the different pages within each module, I proposed two alternatives:
Visual foundation
The design system established a consistent, scalable foundation that reduced UX debt and supported long-term product development. The choice of typography and color palette is aligned with the company's brand to maintain visual and aesthetic consistency.
Screens
The first iteration focused on core modules — affiliations, invoicing, medical agenda, and security.
Comparison
Results
The design solutions helped to make the system more usable and efficient for internal users: by reorganizing workflows, simplifying navigation and UI patterns, we reduced user friction and helped teams perform their tasks faster and with fewer mistakes. By adopting a user-centered approach and aligning with business requirements, the app became more aligned with end-users actually needed, which increased adoption, reduced training and support load, and supported long-term maintainability.
Reduced task completion time
Unified design system across all modules
Improved company performance
