From Scavenger Hunt to Single Source:
Redesigning an Internal Tool Teams Can Trust
Internal Tools
Service Design
UX Research
Healthcare
Workflow Optimization
XP Health is a health tech start up that combines vision insurance, eyewear, e-commerce and optical lab services into one seamless digital platform for employers and their employees (who will be referred to as customers).
Timeline: 30-day sprint (Feb 2025) + Retroactive completion (Dec 2025)
Role: UX/UI Designer, Researcher
Impact (Projected)
This project was not implemented, but here's what I'd measure if it were
Metric
After (Goal)
Before
Why This Matters
Time to find patient info
[Baseline]
50% reduction
Faster support =
happier customers
Number of tools used
2-3
1
Less context-switching = fewer errors
Documentation quality
Inconsistent
Every order has context
Better handoffs when team members are out
What I Noticed First
The user profile wasn't a profile. It was a scavenger hunt.
To find a customer’s prescription, Customer Service (CS) and Operations (Ops) would have to check three different places. Orders didn't link to prescriptions sometimes. Documentation existed, if you knew where to look. And the tool hadn't been meaningfully updated since the company's early days.
CS and Ops depended on this system to support patients in real time. Engineering maintained it. But no one had ever stopped to design it as a tool people actually had to use.
The Problem
To get the full picture of a patient, internal teams (CS, Ops, Engineering) had to check:
Lab Tracker
(An internal tool; main source of truth)
Showed all eyewear orders (active, canceled, completed) in a public feed.
Had Rx, order details, frame/lens features.
If Rx was attached at checkout, it appeared here.
If Rx was deferred or changed later, it appeared in the User Profile instead.
User Profile
Showed some customer info, but not properly tied to orders.
Rx location varied depending on upload method.
Had order number and frame info, but not the Rx.
You couldn't just look in one place. You had to be a detective.
The Pain Points
Orders and prescriptions lived in separate places
No filtering or sorting
Critical information was buried
Why it Mattered
To see which Rx was attached to an order, you had to leave the User Profile, open Lab Tracker, and search again. CS and Ops trained themselves to keep multiple tabs open just to cross-reference basic info.
Couldn't sort by recent orders. Couldn't filter by active vs. completed. Just endless scrolling through unorganized data.
Customer details, shipping addresses, prescriptions, and orders all mixed together with no hierarchy. Teams wasted time hunting for what should've been front and center.
Step into CS/Ops' shoes
Below is the actual user profile (View Only): an endless scroll with little logic, buried customer info, and Rx locations that changed depending on how they were uploaded.
Sketches & Research
Key Design Decisions
Design Principles
Before jumping into the solution, I established clear principles to guide every decision:
One source of truth
All customer info, orders, and prescriptions in one place, properly linked.
Hierarchy that makes sense
Most important info (customer details, active orders, prescriptions) at the top.
Documentation built in
Notes section for customer-level context and order-level notes.
Handoff-friendly
If you're out, your teammate can pick up exactly where you left off.
Progressive disclosure
Surface-level info upfront, expand for context, click through for deep work.
Putting Principles into Practice
Below is the reimagined user profile. My goal was simple but ambitious:
Give every piece of information a home and a purpose.
No more orphaned data, no guesswork, no "where did I see that again?"
Give every piece of information a home and a purpose.
No more orphaned data, no guesswork, no "where did I see that again?"
This wasn't about making things "pretty", it was about making them trustworthy. A profile you could rely on. A system that respected the people using it.
The Changes for the updated User Profile
1
Customer information at the top
CS needs to be able to confirm this first! As well as a log of past addressed and who updated it and when.
2
Orders next in view
CS and Ops needs to be able to view orders at a glance with the ability to get more information.
3
Orders linked to RX
No more searching in two places. A pain point from all users.
4
Notes section per order
Enables handoffs; CS and ops able to be on the same page.
5
Consistent Rx location
No more guessing where it'll appear based on upload method.
6
Most recent Rx’s uploaded by date of exam service
Sorts prescriptions chronologically, with updated Rx's flagged clearly so teams know which one to use.
ADMIN
Lab Tracker
User profiles
Inventory
Logout
Overview
Profile
Orders
Prescriptions
Frame Fit Docs
6
5
4
3
2
1
Hazel Nut (ID:123456)
Preferred Name
Hazzy
Phone Number
123-456-7890
Email Address
HazzyNut12@gmail.com
Shipping Address
1234 Happy Lane
San Francisco, CA 12345
Billing Address
Same as shipping address
View Log
Last updated 02/03/2025 by Maria S.
Company
Nutty Farms Technology
Plan
Golden Eye Care Plan
Plan Holder
Self
Work Email
Hazel@nuttyfarmstech.co
Active as of
01/01/2025
Renewal Date
01/01/2026
Benefit Usage
3 of 3 benefits Used
Admin Tool
View as Customer
Reset Login Attempts
Reset Onboarding Data
Recent Orders
Eyeglasses
Date Ordered
Order No.
Reference No.
Rx Type
Frame
Order Status
02/03/2025
789101
GHIJKL
Single Vision Reading
GL BROOKS
Delivered
01/15/2025
123456
ABCDEF
General Progressive
GL CLUNE J
In Progress
Prescription
Expires: 01/03/2027
OD
OS
SPH.
CYL.
AXIS
ADD
OC/SEG
PD
-5.00
-0.75
130
+1.25
19
32
-4.75
-1.00
050
+1.25
19
31
Lens
OD
OS
Premium Progressive Poly Clear ARC
Premium Progressive Poly Clear ARC
Frame
Brand
Garrett Leight
Model
CLUNE J
Color
Blossom- Gold
Style
Zyl
A
47
DBL
22
TMPL
145
B
40
ED
47
Frame Photo
View Full Order
Make notes specific to the order, add patient notes, view additional lab and order details.
Remake Order
Creates a new order with the same prescription.
CANCEL
Stops the order and restores patient eyewear credit.
XP Health Optician Notes
Date
Note
Entered By
01/16/2025
Patient noted 1st PAL and nervous about using rx, schedule follow up when rx arrives and go over how to use lens.
Maria S.
01/02/2025
HTO#7891
MLAIEP
Home Try On
N/A
Delivered
Contact Lens
Date Ordered
Order No.
Reference No.
Brand
Quantity
Order Status
02/03/2025
CL458759
CLJLEILF
Biotrue 1 Day 90pk
4
Delivered
Prescriptions
Eyeglasses
Date of Exam
Expiration Date
Approved By
Date Approved
01/03/2025
01/03/2027
Maria S.
01/15/2025
Contact Lens
Date of Exam
Expiration Date
Approved By
Date Approved
01/03/2025
01/03/2026
Maria S.
01/15/2025
Flexible Depth: Scan at a Glance, Expand on Demand
The Real Win
The real win isn't faster clicks, it's institutional memory.
When CS leaves a note, Ops can read it. When Ops troubleshoots an order, CS can see what changed. When someone's out sick, their teammate can pick up exactly where they left off.
Internal teams shouldn't have to be detectives. They should be able to focus on what matters: helping customers.
As one of my former doctors told me: "I should be able to pick up any order and know what's going on." That's what this redesign delivers.
Learnings
Proximity doesn't equal perspective.
I was part of the Ops team, so my first mockup centered on Ops workflows. User research revealed what I couldn't see from the inside: different priorities, overlooked pain points, and assumptions I'd baked in. Research isn't validation, it's how you design outside your own blind spots
Constraints can clarify
The UX lead's "one-page" requirement forced me to think harder about hierarchy and what really mattered vs. what was just nice-to-have.
Internal tools deserve design love
Everyone obsesses over customer-facing UX. But if your internal teams waste 5 minutes per lookup, and they do 50 lookups a day, that's 4+ hours of wasted time per person per week. Internal tools are the customer experience, just one layer removed.
Documentation is design
The ability to leave notes, hand off context, and pick up where someone left off? That's not a "nice-to-have." It's essential to how teams actually work.
Why I Finished This
I left XP Health before this project shipped. Most designers would've moved on.
I didn't.
The research was solid. The problem was real. And the users I talked to deserved better than an infinite scroll with no logic.
So I finished it, on my own time a year later, because I wanted to show how I solve problems that matter: with research, with ruthless prioritization, and with a focus on the people behind the product.
As of December 2025, this project is still on XP Health's internal tools roadmap. The problem didn't go away when I did.
Internal tools don't get enough love. They're the backbone of customer experience. And if you're building products where internal teams waste time hunting for information, you're not just slowing them down, you're slowing down every customer they're trying to help.
This redesign solves that. And I'm ready to do it again.
Overview
Profile
Orders
Prescriptions
Frame Fit Docs
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Let's work together.
Let's work together.