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Elevating MedQuest's Order Experience

Image of Redesigned sign up flow and contact us matching brand identity and streamlining process, overall.
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The Challenge

CONTEXT

At MedQuest, I redesigned the service ordering flow to streamline complex medical cases, giving lawyers faster, clearer insights to better serve their clients.

PROBLEM

The existing order process presented significant usability challenges, leading to user frustration and inefficiency. I was engaged to lead the UI refinement efforts, focusing on enhancing clarity, reducing cognitive load, and aligning the interface with user needs and business objectives.

The Design Handed to Me

FILTER BY CASE NEEDS

FILTER BY PRACTICE TYPE

Image is shown of original wireframe given to me of ordering services by case needs, a step added for easier user ordering.
Image is shown of original wireframe given to me of ordering services by practice type, a step added for easier user ordering.

A NEW FLOW

Users previously felt overwhelmed by the number of service options, so a filtering step was added to simplify selection. The question remains, will this new step be intuitive for users?

UX Design Process

User-Centered Refinement

Image of proto persona named Daniel who is a young, ambitious, paralegal. His proto persona is aged 22-32, as a paralegal with a Bachelor's degree or higher and income of $55,000-$65,000. Daniel's protopersona is smart, ambitious, professional, assertive, communicative, and organized. He is good at research and good with technology. He has goals of meeting his case deadline, organizing his case in a fast manner to make a good impression with his firm. He needs medical records reviewed by experts for his upcoming case and needs some education on his current case needs and services for which to choose for his case.

PROTO

PERSONA

MedQuest’s primary users—paralegals and legal support staff—faced friction navigating the order flow, which led to inefficiencies and errors. To guide design decisions, I developed a detailed persona, Daniel, representing a typical user. Using Daniel’s workflow as a lens, I identified key usability issues, such as unclear step naming, redundant actions, and missing progress indicators. These insights directly informed redesign priorities, ensuring the order process was streamlined, intuitive, and aligned with user needs.

Task Analysis Based off Handoff

Task analysis image that showcases how users order a service from Medquest. They begin their order, Step 1 has no name, Step 2 is case needs, step 3 has no name, step 4 is review and submit. There are some errors that I noted while going through the task analysis.

Key Usability Issues Identified in the Design

Lack of Progress Indicator:

Users lacked context on where they were in the process.

Unclear Step Naming: 

Vague naming failed to set expectations.

CTA Inconsistencies: 

Varied button labels caused decision fatigue.

UI Design Process

THE VISION

To maintain brand consistency and scalability, I aligned my designs with MedQuest’s established branding guidelines. This ensured that the visual identity remained cohesive while also enhancing usability.

Image of new UI design for shopping experience shown for step 2 in which users choose which service to add. This provides examples of matching branding, along with clarity and precision, and follows a shopping cart experience where users check their service and it "adds to the cart" or summary.
Image of branding examples given to me to match UI with branding guidelines. Showcases logo and blue and orange colors.
Diagram shown with fonts provided from branding guidelines including sizing, headers, and specific font colors.

See high fidelity prototype here
 

Design Challenges

CHALLENGE

#1

Faced with a tight deadline, the proposed guest checkout feature was identified as unfeasible due to technical constraints.

SOLUTION

#1

In response, I led the team in reimagining the account setup process, transforming it into a streamlined two-part flow that reduced redundancy and improved efficiency without compromising usability.

Part 1 signup of creating an account with Medquest. This includes the users' information such as their role, first and last name, phone number, email and password
Part 2 of the signup form which includes the Attorney Information. This details the firm addess, phone number, etc. and attorney details such as the attorney's first and last name, cell phone and email address. Finally, it includes details such as "does your firm handle nursing home, mass tort, or class action litigation"? This also includes suggested firms and suggested Attorney names through our UI features.

CHALLENGE

#2

Usability testing revealed mixed feedback on the initial filtering step—1/3 users found it helpful, 1/3 users were neutral, and 1/3 users wanted to see all services.

SOLUTION

#2

I partnered with the UX designer to introduce a one-time Service Selection Preference at the start of the flow, letting users filter by practice type, case type, or view all, giving them control while minimizing friction in future orders.

Image included to showcase the added "Service Selection Preference" in which users can choose to view by case type, practice type, or view all services. There are also recommendation labels to provide guidance and build confidence in the user's shopping experience. This choice is one-time and not permanent so users can change it later on.

The Impact

0.4

0.4

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LESSONS

LEARNED

Image by Mike Erskine

Simplification Drives Efficiency
Streamlining the order flow reduced cognitive load, minimized friction, and enabled paralegals and legal support staff to complete tasks more quickly and accurately.

Image by Julien L

User-Centered Iteration Matters
Developing personas and conducting usability testing highlighted critical pain points, ensuring design decisions were informed by real user behavior rather than assumptions.

Image by Shane Rounce

Collaboration Ensures Feasibility
Close coordination with developers and stakeholders allowed the team to balance ideal design solutions with technical and timeline constraints, delivering an intuitive experience without compromising quality.

Let's Talk Design

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