CXM Mobile App

Objective

The goal of this project was to redesign the CXM Mobile app to improve usability for on-call nurses and healthcare staff managing triage workflows. The measurable aim was to reduce call-handling time by 20% and increase daily app engagement by 30% within three months of launch.

Challenge

The original app interface was cluttered and unintuitive, causing confusion during shift changes and call routing. Users reported frequent misclicks, difficulty accessing their schedules, and challenges navigating secure messaging features.

Solution

We conducted user interviews with hospice nurses, triage staff, and administrative managers to understand usage pain points. Using Figma, we redesigned the main navigation for easier access to availability settings, call assignments, and secure messaging. A new scheduling module was added, with future status change automation and real-time updates. We ran A/B tests and implemented feedback loops via usability testing sessions.

Benefits

Post-launch metrics showed a 42% increase in app engagement and a 25% drop in call resolution time. Nurses reported smoother handoffs, faster availability updates, and more confidence navigating urgent triage calls. The app’s improved user flow also reduced errors in outbound masking and message delivery.

Reflection

This project emphasized the importance of user-centered design in high-stress environments like healthcare. We learned that clear visual hierarchy, real-time feedback, and simplified UX dramatically improve task success and user satisfaction.

Design & Software Skills Used

UX/UI Design (Figma, Adobe XD)
Prototyping and Testing (Maze, InVision)
Collaboration (Slack, Jira, Confluence)

Visual Documentation

(Include mockups: Before vs. After dashboard, redesigned scheduling screen, improved message interface.)