Home Case Studies Resume Highlights About Contact

Patient Drug Safety
Monitoring App

Biogen · 2015–2017

Replacing a paper and fax-based compliance process with a purpose-built digital portal — setting a new standard for online REMS enrollment and patient management in a highly regulated healthcare environment.

ZINBRYTA REMS Program Portal — HCP Dashboard · Biogen

Project Snapshot

The Problem
Healthcare providers enrolling patients in the Zinbryta REMS program were drowning in paper — faxed forms, manual lab tracking, and handwritten signatures. The process was error-prone, time-consuming, and pulled doctors and nurses away from patient care.
My Goal
Design a digital REMS portal from scratch to replace the fax-and-paper process — leading cross-functional discussions with legal, compliance, regulatory, brand, and engineering using rapid prototyping and a user-centered approach.
The Team & Mandate
A cross-functional stakeholder group across Legal, Compliance, Regulatory, Brand, Marketing, and Engineering — nine stakeholders in total. I led all UX and facilitated alignment across disciplines with no prior shared process.
  • Replace fax/paper enrollment with an immediate online certification and patient enrollment flow
  • Enable doctors to delegate administrative tasks to nurses including patient management and form completion
  • Support DocuSign batch signing without disrupting doctors' preferred workflow
  • Build admin tools for patient status management and lab result tracking
  • Navigate and align nine stakeholders across technical and non-technical disciplines
Outcomes

Delivered a fully functional REMS portal with DocuSign integration, doctor-to-nurse delegation, and immediate HCP certification. Positive testing results shifted the organisation toward prioritising user needs in future healthcare digital products.

✓
Nurses immediately comfortable navigating the prototype
Task-based dashboard and enrollment flow validated
✓
DocuSign batch signing preserved doctors' preferred workflow
Eliminated the main source of doctor resistance
↗
Testing results shifted org toward user-centred design for future products
Set a new internal standard for REMS portal design
Killer Feature

DocuSign Batch Signing — Doctors needed to sign multiple patient forms without losing their existing batch workflow. We designed a DocuSign integration that preserved that pattern — removing the biggest source of anticipated resistance.

Design Process
Stakeholder Sessions→
Personas→
Sketches→
Lo-fi Prototype→
User Testing→
Med-fi Wireframes→
Visual Design
My Role
Lead UX Designer
Company
Biogen
Timeline
2016–2017
Platform
Enterprise Web App / DocuSign
Team
Solo UX + Cross-functional Stakeholders

Research & Insights

The stakeholder environment was the most complex I had worked in. On the non-technical side: a Product Manager, Therapy Owner, Compliance, Regulatory, Legal, Brand, and Marketing. On the technical side: Enterprise Architecture, a Development team, a Design Agency, and a Business Analyst. My role as UX Strategist was to lead cross-functional discussions using a user-centered design process — with all stakeholders present simultaneously.

We designed for three audiences: prescribers who needed to certify and sign, nurses who managed the day-to-day compliance and enrollment work on their behalf, and patients whose safety monitoring was the whole point of the program.

"At the end of the day the nurse brings a pile of paper forms I must sign all at once. I like this process, it is easy, I don't want to lose that."

— Doctor, during user testing

This quote defined the design challenge perfectly — we weren't just digitising a process. We were redesigning it in a way that preserved the doctor's familiar batch-signing workflow while giving nurses the tools to manage everything else independently.

Sketches & Screen Flows

Sketches

I started with rough sketches — filling 5 to 6 notebooks throughout the project with notes, questions, design decisions, and UI concepts. Sketching quickly in every stakeholder session meant ideas were captured in real time rather than reconstructed later.

Screen Flows

Wireflows mapped the key use cases — new patient enrollment, new prescriber certification, and the migration path for prescribers who previously enrolled by fax or phone. These were essential for stakeholders to understand the full scope of the system.

Wireframes & Prototype

Wireframes

Once the team aligned on basic requirements and information architecture through the lo-fi prototype sessions, I moved to medium-fidelity. These wireframes served double duty: as a higher-fidelity prototype for nurse user testing, and as a handoff specification for the visual design agency.

Prototype

The prototype approach was central to the process. Rather than traditional wireframes reviewed in isolation, I brought a working lo-fi prototype to every sprint. Stakeholders reacted to real interactions, not static screens — and Legal and Compliance could flag issues before they became coded features.

System Map

The system map was a critical communication tool for this project. The application was large and complex — enrollment, certification, patient management, lab tracking, delegation, and admin functions across multiple user roles. The system map gave leadership and engineering a high-level view of the full scope before any development began.

Design Decisions

We ran two design sprints per week throughout the project. Each sprint introduced the user and task, demonstrated the current prototype, and generated structured discussion. The sprint cadence was essential for moving fast in a waterfall project environment with slow-moving legal and regulatory approval cycles.

DocuSign Integration for Batch E-Signatures
The doctor's existing habit — reviewing and signing a pile of forms at day's end — became the model for the digital workflow. DocuSign allowed batch e-signing that preserved this familiar pattern while eliminating the paper. This was the killer feature that neutralised doctor resistance to the digital portal.
Doctor-to-Nurse Delegation System
Since nurses handled most of the enrollment and compliance work, we designed a formal delegation system — allowing doctors to grant nurses the authority to complete forms on their behalf. This reduced the doctor's administrative load to signature review only, and gave nurses a clear scope of authorised action.
Immediate Online HCP Certification
The paper process required prescribers to fax certification forms and wait. We designed an immediate online certification flow — prescribers could certify, train, and gain prescribing access in a single session. The distinction between already-certified and new prescribers was surfaced clearly on the login screen.
Task-Based Portal Dashboard
The main portal surfaced outstanding tasks and patient alerts rather than a traditional navigation-first interface. Nurses could see exactly what needed action — lab results due, forms unsigned, patients requiring follow-up — without hunting through the system.
Prototype-First Process with All Stakeholders
Rather than presenting requirements documents and waiting for sign-off, I brought a live prototype to every stakeholder session. Legal, Compliance, Regulatory, and Brand all reacted to working software — not abstractions. This surfaced real constraints earlier and reduced late-stage rework in a heavily regulated environment.

Final Design

Visual design was handled by a design agency working from the medium-fidelity wireframes I produced. My role shifted to art direction — ensuring the visual layer preserved the interaction model and UX decisions made during prototyping, and that the brand and regulatory requirements were correctly applied.

The final portal was designed for tablet-first use — nurses and doctors in the office setting typically used iPads. Screens were shown in device frames to help stakeholders understand context of use during reviews.