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Elevating The Order Experience: MedQuest

Enhancing MedQuest’s ordering experience through strategic design and testing.

Image of Redesigned sign up flow and contact us matching brand identity and streamlining process, overall.
Project Overview summary including time of 3 months, my role which was lead UI designer and ux designer, tools used including Figma, G-suite, voice memos, and Jira, and the team including myself, a UX designer, CEO, COO, developer 1, and developer 2.

UI Design: Streamlining Service Orders

EMPOWERING PATIENTS THROUGH JUSTICE

When patients turn to lawyers for help, they're often navigating some of the most challenging moments of their lives. At MedQuest, a legal services company, I had the opportunity to work on redesigning an ordering flow that streamlines complex medical cases by providing essential medical cases and legal services, giving lawyers faster, clearer insights- so they can focus on winning cases and securing justice for their patients.

THE PROBLEM

Although I wasn’t involved in the initial research, I received insights revealing that MedQuest clients found the ordering process for these legal services overly long and complex. To address these concerns, MedQuest collaborated with an internal UX designer to refine the flow. They then brought me on board to enhance the UI and ensure a more intuitive and streamlined experience.

What the Users Experience: Research & Discovery

NAVIGATING A MIDSTREAM HANDOFF 

MedQuest identified that the primary users were paralegals and legal support staff who sign up on behalf of attorneys. I developed user personas, including Daniel, a representative paralegal, to guide my analysis. By stepping through the order flow from Daniel’s perspective, I uncovered key usability issues that hindered efficiency and clarity. To understand Daniel on a deeper level, view my MedQuest Website Redesign case study here. 

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.

Task Analysis Based on Handoff Wireframes

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

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.

BRIDGING GAPS IN THE NEW DESIGN

Despite these new pain points, the flow did serve its fundamental purpose–users previously found it too long and expressed feeling overwhelmed by the sheer number of service options. To address this, our lead UX designer introduced a filtering step to narrow down legal services based on case type or practice area—making the selection process more manageable for our users.

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The question remained: Would this new step be intuitive for users?

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I carried that question forward into UI refinement, addressing these new pain points to ensure the new direction delivered on its intent.

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.

UI Design Vision: Branding Style Guide

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 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.
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.

Usability-Driven UI Improvements

Image includes a snapshot of what the initial form looks like as they fill out their attorney details. All colors and fonts align with branding guidelines.

See high fidelity prototype here
 

Design Challenges: Adjusting for Development Constraints

NAVIGATING CONSTRAINTS WITH STRATEGIC CLARITY

When I joined, we were working against a tight deadline. Although the UI was delivered on time, engineering flagged a key blocker: implementing guest checkout would exceed our current timeline and budget. To stay on track, we made a strategic call—launch without guest checkout and plan it for a future release.

REFOCUSING THE FLOW: SMARTER ACCOUNT SETUP

With guest checkout off the table, we streamlined the account creation experience. Instead of asking users to re-enter contact details in Step 1 of the order flow, we repurposed that step into a faster, two-part account setup. Users now review their info once—reducing redundancy and improving efficiency.

 

We even added autofill options so users could easily find their firm and attorney with ease, making the sign up process efficient and succinct.

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.

The Revised Step 1 of the Order Flow

Image showcasing the revised first step of the order flow. This includes a "review" section that allows for showcasing the Attorney Details, including attorney name, number, and address, the user's contact info and firm details. The information is not editable, so if necessary, user can contact MedQuest to change.

Room to Grow: Usability Insights Uncovered

RESEARCH OBJECTIVES

How successfully can users use the flow to order their services in a timely manner and receive final confirmation?  Do they understand the options presented to them, as in the division between by practice type and by case type? Is this the clearest way possible for them to order services?

Step 1: Analyze Usability Findings

Image showcases Usability Test information and process of how designer went about it, including capturing the finding, heuristic violated, notes, proposed solution, and heuristic solution.

Step 2: Organize Findings by Priority

Chart here indicates the findings from usbility testing, the impact on a scale from 1 - 4 and the proposed solution.

REEVALUATING OUR STRATEGY: THE SERVICE SELECTION PREFERENCE

User feedback on our initial approach was mixed—some found the distinctions helpful, others found them unnecessary. To address this, I partnered with our UX designer to brainstorm a more flexible solution.

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We introduced Service Selection Preference: a one-time choice at the start of the flow that lets users filter services by practice type, case type, or view all. This gave users more 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.
This image showcases an information icon added in the shopping experience based on usability testing so that users know what the service is in case they are. not familiar with that service.

Other Solutions: Information Icon

Successes & Reflections: Key Results & Next Steps

Improved Usability:

Clear progress indicators, revised UX copy, and intuitive modals set better expectations at every step.

Reduced Confusion: 

Strategic tooltips and recommendations clarified key pain points like service distinctions and service slection preference

Streamlined Flow: 

Account creation was simplified and redundancies removed—enhancing efficiency while respecting dev constraints.

KEY RESULTS 

  • Projected 30% task completion boost from simplifying the ordering system.

  • 75% user satisfaction rate for ease of use in the website redesign and ordering service flow.

NEXT STEPS

Order online

Guest Checkout

Enabling Guest Checkout to reduce friction, build trust, and allow users to quickly purchase services without the barrier of account creation

Hard Disk

Save Your Work

Adding a ‘Save’ option, giving users the flexibility to pause and return to their order at any time without losing progress.

Hanging Discount Tags

Time and Completion Rate

Track the percentage of users who successfully complete the service ordering flow and the time they take to do so, to evaluate its intuitiveness and efficiency in reducing friction.

Let's Talk Design

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