Ampath Pro is a clinical platform used by thousands of doctors across South Africa to order pathology tests, view lab results, and access patient histories.
As usage grew, the mobile app struggled to keep up with clinician expectations around speed, clarity, and usability.
The Challenge
Despite being a critical clinical tool, the app suffered from:
Declining user retention
Declining user retention
Declining user retention
Increasing complaints about usability
Increasing complaints about usability
Increasing complaints about usability
Fragmented workflows and unclear system feedback
Fragmented workflows and unclear system feedback
Fragmented workflows and unclear system feedback
Strong competition from PathCare and Lancet
Strong competition from PathCare and Lancet
Strong competition from PathCare and Lancet
The Goal
Placing doctors at the front of every decision, redesign the mobile app to:
Reduce friction in daily workflows
Reduce friction in daily workflows
Reduce friction in daily workflows
Improve clarity of results, status & actions
Improve clarity of results, status & actions
Improve clarity of results, status & actions
Align the product with how doctors actually work
Align the product with how doctors actually work
Align the product with how doctors actually work
Increase engagement and long-term retention
Increase engagement and long-term retention
Increase engagement and long-term retention
My Role
I led the project end-to-end, working closely with stakeholders, clinicians, and the delivery team.
Led UX research and synthesis
Led UX research and synthesis
Led UX research and synthesis
Conducted interviews, surveys, and usability testing
Conducted interviews, surveys, and usability testing
Conducted interviews, surveys, and usability testing
Defined core UX problems and success metrics
Defined core UX problems and success metrics
Defined core UX problems and success metrics
Drove the redesign from audit to final UI
Drove the redesign from audit to final UI
Drove the redesign from audit to final UI
Collaborated closely with clinician experts & engineering to support implementation
Collaborated closely with clinician experts & engineering to support implementation
Collaborated closely with clinician experts & engineering to support implementation
Outcomes
145 doctors engaged through interviews, surveys, usability testing, and an ongoing WhatsApp group
Significant improvements in usability, engagement, and satisfaction contributing to a substantial reduction in churn (data behind NDA)
30% increase in development efficiency through designs optimised for build and a scalable design system adopted across future Ampath projects
Process
Approach
We audited the existing product to identify usability issues, validated them through research, and redesigned the app through iterative testing with doctors.
This ensured every design decision was grounded in real clinical behaviour and aligned with Ampath’s business goals.
Approach
We audited the existing product to identify usability issues, validated them through research, and redesigned the app through iterative testing with doctors.
This ensured every design decision was grounded in real clinical behaviour and aligned with Ampath’s business goals.
Approach
We audited the existing product to identify usability issues, validated them through research, and redesigned the app through iterative testing with doctors.
This ensured every design decision was grounded in real clinical behaviour and aligned with Ampath’s business goals.
Product Audit
Product Discovery (stakeholder workshops, internal survey & system mapping)
Product Discovery (stakeholder workshops, internal survey & system mapping)
Product Discovery (stakeholder workshops, internal survey & system mapping)
Interviews & Surveys
Interviews & Surveys
Interviews & Surveys
Product Analytics Review (Google Analytics, Apple App Store, Internal Data)
Product Analytics Review (Google Analytics, Apple App Store, Internal Data)
Product Analytics Review (Google Analytics, Apple App Store, Internal Data)
Competitor Analysis
Competitor Analysis
Competitor Analysis
Persona's & Journey Mapping
Persona's & Journey Mapping
Persona's & Journey Mapping
Heuristic Analysis
Heuristic Analysis
Heuristic Analysis
Redesign
Layout & Mapping (whiteboard sessions & low fidelity wireframing)
Layout & Mapping (whiteboard sessions & low fidelity wireframing)
Layout & Mapping (whiteboard sessions & low fidelity wireframing)
Wireframing & Prototyping
Wireframing & Prototyping
Wireframing & Prototyping
High fidelity UI Designs & Prototyping
High fidelity UI Designs & Prototyping
High fidelity UI Designs & Prototyping
Usability Testing & Refinements
Usability Testing & Refinements
Usability Testing & Refinements
Development Assets & Design System
Development Assets & Design System
Development Assets & Design System
Findings & Solutions
01
Navigation
01
UX RESEARCH & STRATEGY
Poor navigation practices were leading to low feature usage.
Findings
Hidden Features
Destinations were hidden in a side menu, leading to many features being undiscovered, including the revenue-driving "Create Order" action.
Hidden Features
Destinations were hidden in a side menu, leading to many features being undiscovered, including the revenue-driving "Create Order" action.
Hidden Features
Destinations were hidden in a side menu, leading to many features being undiscovered, including the revenue-driving "Create Order" action.
Navigation Issues
Switching views from results to cumulative results required tapping the patient name, which is unintuitive and against standard mobile navigation practices.
Navigation Issues
Switching views from results to cumulative results required tapping the patient name, which is unintuitive and against standard mobile navigation practices.
Navigation Issues
Switching views from results to cumulative results required tapping the patient name, which is unintuitive and against standard mobile navigation practices.
Add-on Tests Visibility
The "Add-on Test" action was only available for 48 hours on a test without clear indication, causing users to miss it, negatively impacting Ampath's revenue.
Add-on Tests Visibility
The "Add-on Test" action was only available for 48 hours on a test without clear indication, causing users to miss it, negatively impacting Ampath's revenue.
Add-on Tests Visibility
The "Add-on Test" action was only available for 48 hours on a test without clear indication, causing users to miss it, negatively impacting Ampath's revenue.
Objectives
Simplify navigation
Simplify navigation
Simplify navigation
Improve feature discoverability.
Improve feature discoverability.
Improve feature discoverability.
Place more focus on the 3 most requested features.
Place more focus on the 3 most requested features.
Place more focus on the 3 most requested features.
Solution
We reworked the navigation from the ground up.
We created a one-page top destination that would allow doctors to immediately create new orders, import patients, and easily view their existing patients & results.
Solution
We reworked the navigation from the ground up.
We created a one-page top destination that would allow doctors to immediately create new orders, import patients, and easily view their existing patients & results.
Solution
We reworked the navigation from the ground up.
We created a one-page top destination that would allow doctors to immediately create new orders, import patients, and easily view their existing patients & results.
02
Creating An Order
01
UX RESEARCH & STRATEGY
Creating a new order took more effort than the paper request form.
Findings
The ordering flow was complex and intimidating.
Creating an order required moving through multiple screens, making the process feel heavy and difficult to start.
The ordering flow was complex and intimidating.
Creating an order required moving through multiple screens, making the process feel heavy and difficult to start.
The ordering flow was complex and intimidating.
Creating an order required moving through multiple screens, making the process feel heavy and difficult to start.
Too much information was required upfront.
Doctors were forced to enter excessive demographic details before they could request tests, slowing them down during consultations.
Too much information was required upfront.
Doctors were forced to enter excessive demographic details before they could request tests, slowing them down during consultations.
Too much information was required upfront.
Doctors were forced to enter excessive demographic details before they could request tests, slowing them down during consultations.
The digital flow was slower than paper.
Compared to the paper request form, the app introduced more effort and friction, leading some doctors to avoid using it altogether.
The digital flow was slower than paper.
Compared to the paper request form, the app introduced more effort and friction, leading some doctors to avoid using it altogether.
The digital flow was slower than paper.
Compared to the paper request form, the app introduced more effort and friction, leading some doctors to avoid using it altogether.
Objectives
Simplify the process to be as quick as paper
Simplify the process to be as quick as paper
Simplify the process to be as quick as paper
Improve how test requests are received and understood
Improve how test requests are received and understood
Improve how test requests are received and understood
Solution
We redesigned the order flow to be faster, clearer, and less intimidating, while still supporting complex clinical needs.
Breaking the flow into manageable steps,
reducing cognitive load.
Breaking the flow into manageable steps,
reducing cognitive load.
Breaking the flow into manageable steps,
reducing cognitive load.
Requiring only essential information,
with optional fields available when needed.
Requiring only essential information,
with optional fields available when needed.
Requiring only essential information,
with optional fields available when needed.
Introducing a “Quick Order” path
that closely mirrored the paper form.
Introducing a “Quick Order” path
that closely mirrored the paper form.
Introducing a “Quick Order” path
that closely mirrored the paper form.
Keeping the UI intentionally minimal,
prioritising speed and clarity.
Keeping the UI intentionally minimal,
prioritising speed and clarity.
Keeping the UI intentionally minimal,
prioritising speed and clarity.
Supporting real clinical actions,
including copying other doctors, adding diagnoses, scheduling repeats, and attaching additional details.
Supporting real clinical actions,
including copying other doctors, adding diagnoses, scheduling repeats, and attaching additional details.
Supporting real clinical actions,
including copying other doctors, adding diagnoses, scheduling repeats, and attaching additional details.
03
Notifications
01
UX RESEARCH & STRATEGY
Excessive app notifications were highly frustrating for doctors, leading many to disable them or switch to a competitor.
Findings
Notification Overload
Doctors received notifications for events that did not require action, creating fatigue and reducing the perceived importance of alerts.
Notification Overload
Doctors received notifications for events that did not require action, creating fatigue and reducing the perceived importance of alerts.
Notification Overload
Doctors received notifications for events that did not require action, creating fatigue and reducing the perceived importance of alerts.
Poor Signal-to-Noise Ratio
Urgent and non-urgent updates were treated the same, making it difficult to identify what genuinely required attention.
Poor Signal-to-Noise Ratio
Urgent and non-urgent updates were treated the same, making it difficult to identify what genuinely required attention.
Poor Signal-to-Noise Ratio
Urgent and non-urgent updates were treated the same, making it difficult to identify what genuinely required attention.
Loss of Trust in Alerts
As notifications became overwhelming, many doctors stopped engaging with them altogether or turned them off completely.
Loss of Trust in Alerts
As notifications became overwhelming, many doctors stopped engaging with them altogether or turned them off completely.
Loss of Trust in Alerts
As notifications became overwhelming, many doctors stopped engaging with them altogether or turned them off completely.
Objectives
Reduce notification volume
Reduce notification volume
Reduce notification volume
Give doctors more control over alerts
Give doctors more control over alerts
Give doctors more control over alerts
Increase notification adoption and trust
Increase notification adoption and trust
Increase notification adoption and trust
Solution
We introduced customisable notification preferences,
allowing doctors to choose exactly which result types they wanted to be notified about. Notifications were redesigned around urgency, ensuring critical updates stood out while non-urgent information remained accessible without interruption.
Solution
We introduced customisable notification preferences,
allowing doctors to choose exactly which result types they wanted to be notified about. Notifications were redesigned around urgency, ensuring critical updates stood out while non-urgent information remained accessible without interruption.
Solution
We introduced customisable notification preferences,
allowing doctors to choose exactly which result types they wanted to be notified about. Notifications were redesigned around urgency, ensuring critical updates stood out while non-urgent information remained accessible without interruption.
Outcomes & Impact
The redesigned Ampath Pro app improved usability, reduced friction in critical clinical workflows, and established a scalable foundation for a nationally used healthcare platform.
Key Impacts
Improved clarity and confidence in daily use.
Doctors can now more easily navigate the app, create orders, and interpret results without unnecessary friction or confusion.
Improved clarity and confidence in daily use.
Doctors can now more easily navigate the app, create orders, and interpret results without unnecessary friction or confusion.
Improved clarity and confidence in daily use.
Doctors can now more easily navigate the app, create orders, and interpret results without unnecessary friction or confusion.
Reduced cognitive load in high-pressure contexts.
Simplified flows, clearer system feedback, and better information hierarchy support faster decision-making during consultations.
Reduced cognitive load in high-pressure contexts.
Simplified flows, clearer system feedback, and better information hierarchy support faster decision-making during consultations.
Reduced cognitive load in high-pressure contexts.
Simplified flows, clearer system feedback, and better information hierarchy support faster decision-making during consultations.
Stronger adoption of critical features.
Redesigned notifications and ordering flows increased engagement with key functionality while reducing frustration and workarounds.
Stronger adoption of critical features.
Redesigned notifications and ordering flows increased engagement with key functionality while reducing frustration and workarounds.
Stronger adoption of critical features.
Redesigned notifications and ordering flows increased engagement with key functionality while reducing frustration and workarounds.
A scalable design foundation.
A reusable design system and development-ready assets improved delivery efficiency and created a foundation for future Ampath products.
A scalable design foundation.
A reusable design system and development-ready assets improved delivery efficiency and created a foundation for future Ampath products.
A scalable design foundation.
A reusable design system and development-ready assets improved delivery efficiency and created a foundation for future Ampath products.
Outcomes
Outcomes
Outcomes
Shipped to thousands of doctors across South Africa, now actively used across practices and hospitals nationwide
145 doctors engaged through interviews, surveys, usability testing, and an ongoing WhatsApp group
Significant improvements in usability, engagement, and satisfaction contributing to a substantial reduction in churn (data behind NDA)
30% increase in development efficiency through designs optimised for build and a scalable design system adopted across future Ampath projects
LET'S WORK TOGETHER
Open to senior product roles and selective freelance work.
Open to senior product roles and selective freelance work.
Open to senior product roles and selective freelance work.
