Designing for seamless

Critical care.

Designing for seamless Critical care.

Philips | Specialist Interactive

My role in enhancing critical care

As part of the lead design team for the Philips Customer Support Portal, I contributed to designing experiences used by customers ranging from hospital staff and administrators who manage critical medical equipment, where reliable support access is essential.

My role focused on simplifying how customers access support for Philips and multi-vendor devices, create service cases, schedule maintenance visits, and view contract information within a unified portal experience.
A key design objective was to encourage customers to raise service cases through the portal instead of relying on phone support, reducing repeated information sharing and enabling users to access device and contract details directly from their accounts.

critical care

Customer support portal

Discovery

Hands-On

expereince driven

Prototyping

Usability

Visual Design

Web

Opportunities

Research

How can collaboration with cross-functional teams and direct user interactions help identify usability hindrances and generate qualitative insights that guide user flow and user story creation?

Quick Status and Data

How can a dashboard provide users with a quick overview of product statuses and scheduled events to support faster decision-making and action?

Navigation

How can multiple layers of portal navigation be unified to create clearer pathways that better support user goals and task completion?

Collaboration

How can collaboration among users, business experts, product owners, analysts, and developers ensure balanced decisions while advocating for user needs alongside business and technical feasibility?

Increased Sign-ups

How can simplifying case creation and automatically retrieving account and contract information encourage customers to adopt the portal and increase sign-ups?

Approach

Design Foundation

Although a strong brand identity existed, web and mobile component guidance was missing. We created layout and web guidelines to replace ad-hoc fixes with consistent, experience-driven components.

Collaboration

Design decisions were shaped through close collaboration with business experts and engineering teams, ensuring user flows aligned with real-world processes, technical feasibility, and sprint delivery goals.

E2E Experience

End-to-end customer journeys were mapped across the portal to uncover user hindrances, with insights gathered through collaboration with business process experts and users to improve task completion.

Rapid Prototyping

Rapid prototyping helped explore customer and business goals by enabling early testing, gathering feedback, and iteratively refining flows to ensure usability, feasibility, and stakeholder alignment.

Impact and Outcomes

Digital Adoption & User Growth

Drove digital adoption by enabling 5,565 average monthly active users and onboarding 749 new users on the first week of launch, increasing monthly activity rates to 13.7% and shifting 10.4% of total cases to the web channel.

KPI-Driven Platform Optimization

Designed a KPI-driven analytics framework supporting 4,983 web cases, improving regional and category visibility, reducing offline dependency, and empowering leadership with real-time insights for data-backed performance and growth decisions.

Post launch impact results

Scaled digital adoption from 4% to 41%, driving 5,565 monthly active users, onboarding

749 new users, and enabling 4,983 web cases through KPI-led UX transformation.