/ Case Study / Idexx - SmartFlow
Modernizing Clinical Workflows for
Today’s Veterinary Teams
SmartFlow is a high-frequency, mission-critical clinical workflow used repeatedly throughout daily veterinary operations by over 10k clinics across the world.
This project focused on reducing friction, improving teachability, and eliminating manual workarounds in a workflow where small inefficiencies compounded into support burden and productivity loss.
Overview
Role
Software Interaction Designer II
Timeline
9 months, 2024 - 2025
Team
Product Manager
3x Developers
3x Subject Matter Experts
3x clinics across the globe
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.
Using Design to Drive Roadmap Decisions
I introduced the RICE prioritization framework to align design, product, engineering, and clinical SMEs around shared decision-making. By grounding roadmap discussions in reach, impact, confidence, and effort, we shifted from opinion-driven debates to transparent trade-offs. This positioned design as a strategic partner in shaping priorities, not just executing features.
Out with the old in with the new
Design Strategy
Design with the mindset of 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.
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.
next steps… (stay tuned)
[?reduce dosage errors] - showcase Constant Rate Infusion (CRI) calculator re-design?
[?color system] - showcase Idexx SPOT/SF Design System?
[?Figma Make / Claude Code / Lovable] - showcase AI that creates an efficient and streamlined process?
