How DesignLion and Medly succeded
Discover how DesignLion used metrics, insights and usability testing to increase the average revenue per customer by 24%, reduce churn by 17% and add over $1M to ARR for Medly, a well known EHR









Key improved metrics
Using all the data collected by the platform we managed to fix the most important user pain points
ARPU increased by 24%
Meeting user needs triggered an increase in plan upgrades. The most important reason for upgrading was the new charting module.
Churn reduced by 17%
People were migrating to other platforms due to lack of chart notes customization and an absolutely frustrating onboarding experience. We fixed all that.
What was the problem?
The core features of this product were too slow and too complicated. By analyzing customer insights we have found that 27% of the practitioners asked for a better charting user experience, while 14% asked for a simplified billing module.
How we found the solution?
We have started by taking a look at how much time does an user spends on average on these features. The results:
- Preparing for a new intake took 2 minutes and 46 seconds
- Invoicing a patient took 1 minute and 33 seconds.
Next step was to setup calls with all practitioners that fitted our top 4 personas:
- Single practitioner
- Clinic managers
- Students
- Teachers
After we have noted all the pain points, we have began a prioritization process and based on that, the first Figma prototype was born.
It was far from perfect, but still better than the actual experience. The first wave of usability testing was done with 5 people from each persona. This was enough to provide feedback and see where we had problems. Patterns started to emerge.
Our prototype was ready for a bigger usability testing wave now, especially after fixing all the mistakes from prior iterations. For this, we have used Maze and we have defined missions for our users.
Critical decisions
- Add patient chart recap on each visit
- Provide custom charting templates
- Add "Create invoice" button after the appointment was done
- Create onboarding flows for each persona
After taking these decisions we measured again how much time preparing for a new intake and invoicing a patient took. The results:
- Preparing for a new intake took 39 seconds
- Invoicing a patient took 12 seconds
Desktop
Most used by frontdesk managers and clinic administrators









This is the most used device by frontdesk managers and clinic administrators. It sole purpose is to create appointments, manage employees and practitioners, manage financial reports and provide support to patients.
Tablet Landscape
Most used by practitioners while having the patient next to them



We really had to nail the experience on this device. Speed was crucial. You will find out soon why.
After several meetings with practitioners, we have concluded that their usual workflow is the following:
- Patient arrives for an appointment
- Appointment begins
- The practitioner looks at his previous appointment of this patient in order to asses the present condition
- Quickly takes notes and pictures
- Generates new chart
- Issues new treatment
- Invoices the client
As you can already tell, it is very hard for practitioners to handle the situation at a fast pace.
Our design helped practitioners manage intakes 14% faster. This is how we got there:
- As soon as an appointment began we have shown the previous appointment with the possibility to "Copy previous notes". By providing this, the practitioner already had the previous data in front of his eyes. No more useless navigation to other areas of the app.
- Added Speech to text support
- Implemented chart notes shortcuts
- Added prescription and treatment recommendations using AI
- Added Pic & Draw functionality. This helped doctors to take a picture and immediately draw over it.
- After chart was signed, we have added a shortcut to "Create invoice and add payment".
- Job done!
Through our extensive research, we managed to get practitioners more time to handle future patients. This process lasted 3 months.
We have used Figma and Maze to do the usability testing.
The personas:
- Single practitioner
- Clinic managers
- Students
- Teachers
We are results-driven and out strategy paid off yet again. The feedback that we got after presenting the final version of the UX was astonishing. People asked when this will get implemented.
We supervised the process of implementing our vision into code. It was a blast working with Medly.
Tablet Portrait
Most used by practitioners while taking pictures of the patient







The most important usability factor for this device in portrait orientation was to quickly take pictures of the patient, save them in the gallery and draw over them. Furthermore, we discovered that practitioners wanted to have a history of all pictures that they took prior in order to monitor the progress of the patient.
Our design helped practitioners take pictures intakes 54% faster.
Phone Portrait
Most used by practitioners to schedule the day











If you got a similar project, you can always contact us. We will be happy to assist you in getting the results that you want.
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