Modernizing OneView Mobile

Repositioning OneView's mobile app to a trusted clinical companion—leading a full visual redesign, notification architecture, & driving a 40+ point NPS improvement.

Company

Role

Year

DaVita

Designer

2022 - 2024

The Challenge

An undervalued mobile experience

Across its lifetime, the OneView Mobile app played second fiddle to its web-based sibling. Most of DaVita’s resources and design attention were funneled into the desktop experience, leaving the mobile version outdated, inaccessible, and misaligned with physician workflows.

Despite steady usage from clinicians in the field, the app lacked a coherent user interface, suffered from accessibility issues, and failed to reflect the clinical realities of physicians on the go.

I recognized an opportunity to reposition the application as a strategic complement to the desktop offering while modernizing the application as a complete piece of software.

Misaligned Workflows

Users expecting to continue as they had on desktop or tablet were surprised to learn the workflows didn't align across devices.

Inconsistent UI

Components built prior to joining the team lacked consistency across screens, contributing to both workflow & accessibility shortcomings.

Accessibility Issues

The app's primary green/gray color scheme deviated from OneView branding while degrading its accessibility across all screens.

The Vision

Reframing the mobile app

Setting out to help reshape how the team & business viewed OneView Mobile, I made the case (to anyone who would listen) that it didn't need to replicate desktop to be successful. Instead, it needed to harness the inherent strengths of mobile devices:

delivering patient insights on the move
supporting quick chart updates
integrating with clinicians’ daily routines

Designing beyond my formal responsibilities, I embarked on strategically restructuring critical workflows, creating visual redesigns, & crafting cohesive narratives to gain momentum. Through consistent stakeholder engagement and 1:1 collaboration across UX, product, and engineering, my goal was to reposition OneView Mobile as a clinical companion built for meeting demands of modern health providers.

The storytelling spark

At DaVita’s Celebrate and Grow conference, our CEO told a story about helping his parents travel from Mexico to Denver—their "Day of the Flight." The story stuck with me because he highlighted a journey filled with emotional complexity & dozens of digital moments.

Traveling home to New York, I studied the digital journey of boarding passes, live alerts, & nudges that drove real-world actions. Like me, I realized Physicians have "Day of the Flight" moments every day.

From inspiration to strategy

Once home & with a clear purpose, I knew a notification strategy could be a game changer for the app. My goal was to reduce friction and surface the right information at the right time—within the app and throughout a physician’s day.

What followed was a four part strategy:

conducting discovery on the current notification architecture
exploring lock-screen use cases
creating a purpose-build notification page
advocating on behalf of the concept to key stakeholders

On the discovery front, I worked with our Product Director to create a mind map of existing notifications based on specific clinical scenarios. Based on the exercise, we found that most existing notifications were clinical in nature that spoke to the needs of the business, but didn't necessarily add value to the user experience.

Mind Map

Going from discovery & theory to design, I followed up with stakeholders on the concepts that went from notification to in-center data, to a dedicated notification page. Because I was designing outside of my regular assignments, it was critical to bring along stakeholders as I worked through the concepts.

Lock Screen Alerts Passive, active, and time-sensitive notifications allowing one tap application access

Live Treatment Tracker Real-time patient & dialysis updates delivered natively to the user’s device

In App Notification Center A dedicated hub for reviewing, prioritizing, & acting on updates

Designing For Impact

Outcomes that matter

What began as a reframing exercise became a multi-year roadmap. My concepts were adopted as the team’s top design priority across four consecutive quarters.

Even after moving on to other high-impact work, many of my proposals—including the notification strategy and visual overhaul—continue to ship today.

Realigned Workflows

We streamlined 60+ clicks into a single view, surfacing the most relevant patient details informing RNs to provide care.

Modern & Custom UI

I introduced embedded powerforms & designed a global sidebar component, ensuring local task completion.

Accessible & On Brand

Collaborating with product stakeholders, we stayed in touch with users to understand the most important data.

Solution Quickview

Results

While the team collects NPS scores regularly, the app' score ascended from 10 before eclipsing 50, a clear signal that users saw the app as a valuable tool in their daily care delivery.

Although I’ve moved to other high-priority work within the business, many of the concepts I initiated, including notifications and accessibility improvements, continue to evolve & ship, shaping the future of OneView Mobile.

+45

Point increase for NPS score