Creative solutions to patient relationship management

Solutionreach is a provider-led, cloud-based platform that revolutionizes patient relationship with the practice and optimizes their experience. I started at Solutionreach as an UX design intern then got an offer and became a full time UX designer. 

Even though most of the projects I worked on are behind the pay-wall or still under development (Ugh! NDA!), I would still love to share my process, the skills I honed when designing those products, stories of challenges I faced and what I learn from them. 


Solutionreach platform is a comprehensive suite of innovative tools that enable healthcare providers to communicate with, engage, and educate patient whether they are in or out of the office.

The design workflow starts with getting feedbacks from customer service representatives and users, then I work with PM and Devs to implement features into our platform. 

Some of the Things I learned:

  • Design for an existed platform isn’t easy. Even we use modules from a template library, a lot of requirements and constraints need to be taken in consideration: I need to creates styles and site structures that not only fit the current state of platform but the same time would also fit the upcoming features that developers are still working on.
  • Instead of designing for a given request, I found being involved in road map meetings and understanding the design paths is a better way to design. It also helps avoiding being seem as a service. 
  • Understanding who are the users and what are their needs is vital. For example, even we always say the future of design is simplicity and immediacy, I learned that sometimes complexity is necessary for our users. 


Here at Solutionreach, we actively explore opportunities in the healthcare industry. We create innovative solutions to continue to be a pioneer. 

After conducting marketing research and identifying user needs, we start the project by creating an agile environment and involving dev. team in early design process.

Some of the Things I learned:

  • How to design without sufficient backup research +with constantly changing requirements & strict time frame…and how to cope with stress
  • It happens all the time: we get obsessed with a feature that might not make huge impact. Always keep in mind what features are MVP and others can wait.
  • While offering a complex system that allow users to operate complicated actions , I don’t lose my trust on “human ability”: sometimes it might be easier to let the users do the work on their own(of course, when the cognitive load of the task is low).
  • Make sure that the team understand who are our users. For enterprise product, the customer isn’t necessary the end user. Try not to sacrifice end users’ experience when meeting customers’ requirements. 
  • During the early phases of the product, variation is much more important than iteration. Don’t marry an idea at the first day(because most of the time I will have to sadly kill it later).