Product Type
Enterprise product
Platform
SaaS
Duration
Nov 2023 - Jan 2024
Team
UIUX, Dev, Product
MEDICAL HISTORY FORM
Enabling medical history form customization to support practice-specific requirements in dentistry
My Role
Drove product discovery and experience design across cross-functional teams, navigating competing business, user, and technical requirements to establish a shared vision and deliver a scalable solution.
KICKOFF
Modernizing a standardized medical history form with practical customization
The team set out to introduce customization to an existing standardized medical history form. During kickoff, I aligned with stakeholders on the project scope, business goals, technical constraints, and what success would look like before defining the design approach.
ALIGN CONSTRAINTS
1
The obvious solution wasn't an option
The intuitive solution was to let practices edit or replace existing questions. However, the project had a hard constraint: existing questions had to remain untouched, with no editing or rephrasing allowed due to technical limitations.
Due to technical limitations, users will NOT be allowed to rephrase or replace existing questions with different content.
2
Validating the constraint before moving forward
Rather than accepting the limitation at face value, I worked with product and engineering to understand why it existed. I confirmed that preserving standardized questions was essential to maintaining data integrity across historical records and third party integrations, making it the right constraint for this release and the basis for a realistic product roadmap.
REFRAME PROBLEM
Shifting the conversation from features to Strategy
RESEARCH
Discovering what customer actually value
I gathered signals from improvement request, interviews, and cross-functional teams to understand what "customization" actually meant across different perspectives. This created a shared foundation for the strategy that followed.
184
REQUESTS
I analyzed 184 enhancement requests to identify recurring customization needs and prioritize feature opportunities.
5
USER INTERVIEWS
I talked with 5 customers to uncover why they wanted customization—not just what they requested.
4
INTERNAL TEAMS
I aligned with 8 stakeholders across four teams to validate technical feasibility and broader customer needs.
CONNECT SIGNALS
Discovering what customer actually value
I gathered signals from enhancement requests, customer interviews, and four cross-functional teams to understand what "customization" actually meant. Looking beyond feature requests, I focused on the value each request would create, building a shared foundation for the product strategy that followed.
STRATEGIC DECISIONS
Balancing value with constraints
Rather than implementing the most requested features, I evaluated each request through user value, product risk, and implementation effort. This helped the team align on an MVP that delivered immediate customer value while supporting the long-term customization roadmap.
Decision 1 / Adding custom questions
Decision 2 / Reordering questions and options
SOLUTIONS
01
Practice-specific flexibility
Adapt standardized forms to different practice needs.
02
Clinical task efficiency
Reduce cognitive load and speed up information review during patient intake and clinical decisions.
FEEDBACK & IMPACT
Practical customization delivered immediate value
I validated the MVP through usability testing with six participants across four core tasks and revisited enhancement requests to measure how well the solution addressed customer needs.
96.4%
of enhancement requests were addressed through the MVP or planned roadmap.
100%
task completion across viewing, printing, editing, and updating templates.
4.9 / 5
average ease-of-use rating across all usability test tasks.
All (6/6)
agreed the note feature effectively met their short-term needs despite the implementation constraints.
PRODUCT EVOLUTION
The strategy continued beyond the MVP
The MVP was intentionally designed as the first phase of a long-term strategy. Building on the validated principles and customer insights from this release, I am now designing support for fully customizable questions.
