/Case Study
Idexx - SmartFlow
Modernizing Clinical Workflows for Today’s Veterinary Teams
SmartFlow is a digital patient management system used in veterinary clinics to coordinate treatments, track patient status, and support critical care workflows. The product plays a vital role in high-pressure environments where seconds matter and clinical accuracy is non‑negotiable.
Overview
Role & Collaboration
As a Software Interaction Designer II, I redesigned SmartFlow’s core workflows and interface to meet the needs of today’s veterinary clinical teams, replacing a dated clipboard paradigm with a clearer, modern system optimized for high-stress, high-stakes care.
Context & Challenges
The legacy interface was visually dense and inconsistent, making it difficult to learn and harder to use in high-stress situations. Multiple pathways to complete the same task led to uncertainty and variation in care. Some workflows remained easier on paper - a signal of low system trust, endemic to the several clinics I visited.
Out with the old in with the new
Design Strategy
Design for clarity under pressure. Modernize the interface to match current staff tech fluency, streamline workflows, and surface only what matters in context.
Key Redesigns
Removed the clipboard metaphor in favor of a cleaner, modern visual system.
Dashboard reorganized to group tools by real clinical workflow, not system structure.
Color-coding introduced to support rapid patient state scanning.
Patient card and flowsheets redesigned with clearer hierarchy and reduced visual clutter.
CRI medication calculator optimized for fast intra-procedure adjustments.
Dental workflows refined with clearer guidance and tooltips.
Key Decisions & Trade‑Offs
I prioritized clinical safety and trust. This meant sometimes adding steps to reduce dosage errors and increasing whitespace for clarity, even if it resulted in extra interaction. Navigation was reorganized to match how clinicians move through patient care, not how the app was historically structured. Color was introduced as a decision‑support system, not decoration.
Outcomes
Efficiency gains and fewer taps across high‑frequency workflows.
Increased adoption driven by improved teachability.
Positive clinical SME feedback.
Meaningful reduction in support tickets — at one point, reduced to zero for a workflow that previously generated consistent support volume.
More modern app workflows.
Reflection
Modernizing SmartFlow required balancing long‑established clinical habits with the need for safer, more intuitive workflows. By designing for both clarity and trust, I was able to support veterinary teams in the moments where their focus matters most.
