Modernizing OneView Mobile

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

Company

Role

Year

DaVita

Designer

2022 - 2024

The Challenge

An undervalued mobile experience

Throughout its timeline, the OneView Mobile application had taken a backseat to its web-based sibling configured for desktop and tablet use. DaVita directed the lion's share of its resources to the desktop experience and as a result, the mobile app lacked consistent investment & attention—most viewed it as a secondary utility rather than a meaningful part of a physician's daily workflow.

When I joined the team, the mobile application suffered from misaligned clinical workflows, an inconsistent user interface pattern, and major accessibility issues. Despite relatively strong usage alongside incredible upside, the mobile app's pain points included navigational challenges and an outdated user interface paradigm.

I recognized an opportunity to reposition the application as a strategic complement to the desktop offering—wrapped around improving accessibility 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

On a mission to help reshape how the team & business viewed OneView Mobile, I made the case (to anyone who would listen) that mobile didn't need to replicate desktop in each use case to be successful. Instead, the app needed to harness the inherent strengths of mobile devices by focusing on concepts like quick patient status updates, clinical notifications, and light charting.

I reframed the design & product vision around mobility, accessibility, and continuity.

To enable the vision I advocated for, I designed outside of formal assignments to introduce concepts like an updated brand alignment strategy, better connection to native workflows, and a cleaner user interface. Through consistent 1:1 meetings with cross functional stakeholders, I narrated design decisions while building trust with key decision makers.

Key Enhancements

Aligning design, brand, & functionality

To modernize the application & help the vision come to life, I rebuilt the visual foundation from a dated green/gray color scheme to a blue/white palette that aligned with the broader OneView brand.

I designed custom components better suited to surfacing important patient information without taking physicians away from their core workflows. The sliding sheet, notification system, and lock screen alerts work to support continuous care.

On the branding front, I led a full visual and content update for our presence in the App Store, which marked the app's first marketing update since launch & aligning external perception with the internal improvements.

Designing the Solution

From undervalued to unmistakable

Throughout this process, I was fortunate to gain the trust of important stakeholders on both the product & engineering teams. Ultimately, this was recognized when my design proposals became the top priority across four consecutive quarters of work—effectively shaping a years' worth of work on the team's roadmap.

The initiatives I designed unified product, tech, and UX around a new vision for mobile that felt modern, practical, and strategically important.

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.

+40

Point increase for NPS score