B2B Patient Management Platform: Efficient Access to Treatment Information
Delivering a Localised User Experience
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Addressed the specific needs of users in Japan
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Made localisation design decisions based on cultural and contextual understanding
Project Duration
Apr 2022 – Jun 2022 (3 months)
Role
UX UI Designer
Responsibilities
User problem definition, concept testing and decision-making, design delivery
Company
Project Overview
01 | Objective
Due to the significant differences in healthcare and insurance systems across countries, our team redesigned the process for viewing and using patient treatment data specifically for the Japanese market. The aim was to better align with the real-world workflows of local respiratory therapists, from patient care to insurance claims.
03 | Challenges
As the system is used by professional respiratory therapists, we conducted multiple interviews and validations with them during the design process. This ensured that each field and flow aligned with real-life usage scenarios and local medical regulations in Japan.
02 | Role & Deliverables
In this project, I closely collaborated with user researchers, Japanese distributors, and engineering teams. I was responsible for the entire UX and UI design process and its deliverables — from defining user problems and ideating/testing design concepts to delivering high-fidelity designs to the development team.
04 | Outcome & Impact
The new version was successfully launched in the Japanese market. The improved design significantly enhanced the overall user experience and operational efficiency. We received highly positive feedback and strong recognition from both end-users and local distributors.
Project Background
SleepWell Track is a B2B patient management platform developed by Wellell for respiratory therapists, used alongside the company's CPAP therapy devices. The product supports long-term treatment for patients with obstructive sleep apnoea (OSA) through positive airway pressure (PAP) therapy. It enables therapists to track treatment effectiveness, manage equipment usage records, and facilitate medical insurance claims.
Image source: https://tw.wellell.com/zh-tw/products/sleepwell
As SleepWell Track serves multiple international markets, we redesigned the patient data review and operational workflows specifically for Japan, aligning more closely with local clinical practices and administrative needs.
User Problems and Pain Points
Identifying real user needs and pain points through multiple rounds of user interviews
User Research & Problem Definition
1. Misalignment Between Product Features and Actual User Needs
Although the product had already launched in several countries, it was not originally designed with localisation in mind. As our presence in the Japanese market grew, we found that the existing workflows were not well-suited to local users.
"When we need to export multiple treatment reports, we have to do it three separate times for different time periods. The system currently only allows us to select one time range at a time, but we usually need reports from three different periods to assess a patient's progress. It's very time-consuming."
— Japanese User
2. Inconsistent Terminology Led to Confusion in Interpreting Treatment Data
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The terminology used in the system did not match the language commonly used by therapists, often causing confusion.
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Inconsistent labelling of similar contexts led users to mistakenly believe they were viewing different types of data.
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Some key treatment data lacked unit indicators, making it more difficult for clinicians to interpret and analyse treatment outcomes accurately.
Understanding the Existing Workflow
Before exploring potential solutions, I worked with the user researcher to conduct interviews with local users in Japan. We aimed to understand their actual workflows—for example:
When do they need to export treatment reports?
How do they use our system in their day-to-day tasks?
Patient
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Enrol in Medical Insurance:
In Japan, residents typically enrol in a national health insurance programme to reduce their out-of-pocket medical expenses. -
Attend Regular Appointments and Treatment:
Patients visit respiratory therapy clinics once a month for diagnosis and ongoing treatment.
Respiratory Therapy Clinic
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Provide Medical Services:
Clinics offer services including diagnosis, therapy, and equipment provisioning. -
Submit Insurance Claims:
Medical service records are submitted to insurance providers to claim reimbursement for the provided care.
Insurance Company
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Review and Reimburse:
Insurance companies review the submitted documentation to ensure it meets the reimbursement criteria and then process the corresponding payments. -
Communicate with Clinics:
During the review process, insurance companies may communicate with clinics to verify the completeness and accuracy of the submitted information.
Design Ideation
We iteratively refined the design based on continuous user feedback to ensure it met real user needs.
Project Objective
Redesign the workflow for viewing and using patient treatment data for the Japanese market, ensuring it supports the real-world tasks of respiratory therapists—from patient care to insurance claim submission.
1. Ensuring the Workflow Meets User Needs
After gaining a clear understanding of the user context, I defined the workflow for clinical staff to export patient reports. Users strongly prefer solutions that improve efficiency and reduce operational burden.
By enabling therapists to export multiple types of reports at once, our system could significantly shorten task time and improve overall workflow efficiency.
Conceptual Workflow for Report Generation
Concept Sketch
Generate “Therapy Summary” report
Generate multiple reports
High-Fidelity Design
Patient treatment data page
Generate “Therapy Summary” report
Select start date
Generate multiple reports
Select end date
2. Ensuring Consistency in Clinical Terminology
I invited three respiratory therapists to help clarify the clinical terminology used in the product. During the interviews, I focused on understanding how they interpret treatment data and the terms commonly used in clinical practice.
To improve professionalism and readability, I made the following refinements:
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Adjusted report titles for better clarity and recognition
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Aligned information blocks with the actual page layout to enhance visual consistency
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Refined terminology in data fields and added appropriate units to improve accuracy
PDF Version of the Therapy Summary
Web Version of the Therapy Summary
Web Version of the Device Information
Concept Testing & Optimisation
Through interviews with Japanese users, I found that clinical staff typically assess treatment progress using a few key indicators—such as average AHI (Apnoea-Hypopnoea Index), compliance rate, and average usage hours.
As a result, the summary report was designed to highlight these key data points to help users interpret treatment outcomes more efficiently.
Revised PDF Version of the Therapy Summary
Design Output
Design Principles
In optimising the treatment data and report export features, we followed three key design principles: maintain product consistency, enhance information readability, and address real-world needs.
1. Maintain Product Style Consistency
We extended the existing product style and incorporated user testing feedback to ensure that the updated report maintains visual consistency across markets (e.g., Japan) and supports a cohesive overall product experience.
2. Enhance Readability and Language Compatibility
To support therapists in interpreting multiple data points quickly, we optimised the information architecture and terminology. The content was presented using clinically familiar language, with special attention to stable layout and line wrapping across multilingual versions for consistent readability.
3. Address Real-World Usage Scenarios
To support insurance claim requirements, we improved the flexibility of the report export process—enabling users to generate multiple reports for different time periods in one go. This reduced redundant operations and significantly increased workflow efficiency.
Design Outcome
At the implementation level, we optimised the export workflow, interface interactions, and data accuracy to address different usage scenarios. The key results are as follows:
1. Flexible Report Export Workflow
To meet the needs of clinical and insurance workflows, we designed a flexible export system that allows users to select multiple types of reports (e.g., compliance, daily detail, and long-term trend reports), with a separate time range selectable for each report type.
This approach enables therapists to export multiple reports at once, eliminating the need for repetitive actions.
Overview of Report Export Steps
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Step 1: Select the time range for the Therapy Summary (30–90 days)
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Step 2: Select the Compliance Report (approx. 30 days)
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Step 3: Select the Daily Detail Report (approx. 1–3 days)
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Step 4: Select the Long-Term Trend Report (same range as the summary)
2. Constraint-Based Design to Reduce Input Errors
To prevent users from selecting incorrect date ranges, the time periods for Compliance Report, Daily Detail Report, and Long-Term Trend Report are restricted to fall within the range selected for the Therapy Summary.
When users select dates for these reports, any dates outside the Therapy Summary range are automatically disabled, helping prevent errors and ensuring the consistency and completeness of the exported data.
3. Standardised Clinical Terminology for Consistent Understanding
Since the same data points may appear in different sections of the reports, we standardised the naming of all data fields. This ensures that therapists can easily recognise and interpret the data across different report pages without confusion.
Project Impact
While a large-scale quantitative evaluation has not yet been conducted, initial rollout of the updated system in the Japanese market has received positive feedback from clinical users and local distribution partners:
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The PDF report layout is clean and easy to read, reducing the cognitive load on therapists when locating specific data within large volumes of information.
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Terminology used in treatment data is clear and consistent, helping users understand the content more quickly and minimising the risk of misinterpretation.
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The flexible report export functionality supports a faster insurance claim process, improving administrative efficiency.
These responses indicate that our design improvements provide real value in actual clinical settings, laying a strong foundation for broader product adoption in the local market.
Reflection & Learning
Understanding the Importance of Clinical Context
Through collaboration with therapists and local distributors, I gained deeper insight into how therapists interpret data in real-world settings. This experience reinforced the idea that good design goes beyond conceptual thinking—it must be grounded in actual workflows to truly solve user problems.
Balancing Flexibility and Error Prevention
Therapists often need to review specific days in more detail when generating a treatment summary. To prevent users from selecting invalid date ranges, I learned how to apply interaction design constraints that minimise input errors—striking a balance between flexibility and ease of use.
Validating Design Through User Feedback
While we have yet to gather quantitative data, positive feedback from clinical users and distributors confirmed the practical value of our design improvements. This experience reminded me that qualitative feedback is equally valuable in measuring the impact of design.
