Rayen Emergency & Hospital

UX redesign of a Hospital Information System (HIS).

Online version: https://eduardoaguayo.cl/portfolio/rayen-his.en.

One of the insights of the initial study was that health professionals have little capacity for abstraction, above all due to the constant concern for small details, considering the level of attention and alertness that their work requires. This required the development of very high-fidelity prototypes, with reliable sample data, in order not to generate distractions in user testing.

About the Project

Redesign of the Rayen Salud platform, the HIS system used in the Chilean Public Health System; specifically of its care management modules for Primary Health Care centers (PHC), and its simile for less complex hospitals (HT4). The main requirement was to convert a .NET software into a SaaS platform, so they commissioned my studio to redesign the system, from its UX definitions to the visual design of the interface.

Role Overview

I was the UX Leader for the project, coordinating the work of the internal team (research, UX / UI, visual) and communication with the counterpart; In addition, I worked as the main researcher, defining the research plan and developing field activities such as interviews, observation, user testing, etc., and representing the voice of the user in the co-creation sessions.


  1. At the beginning of the project, the application (stand-alone .NET) used interface elements typically associated with Windows XP. Considering that this would be migrated to SaaS, we started by abandoning the previous interface definitions, always in conjunction with the Product Owner of the project (health professional) in order to know the implications of the information required in each interface.

  2. The research was focus on the flow of users and their context, in order to understand the frequent and critical actions for the care of different health consultation scenarios. To do this, I conducted field observation and in-depth interviews with professionals from different health levels in various primary care centers and hospitals in Chile, which was documented through blueprints and user personas.

  3. The ideation process for the redesign was developed by partitioning into design sprints, following the original development schedule and taking into consideration the set of views that would correspond to each interaction flow. To do this, we created a team with the product owners, scrum masters, analysts and programmers on the client side, together with our information architect, interaction designer, and UX researcher (me).

  4. After the wireframes outlined in each design sprint, we created a high-fidelity interactive prototype in Axure for each interaction flow, in order to be able to test them with real users from the different service centers. Due to the low abstraction capacity of the users, it was necessary to have reliable and precise data in view during the tests. These were analyzed together with the counterpart, in order to iterate over the defined interfaces.

  5. The final interfaces were referred to the front and visual design team, who generated the final views according to the client's corporate manual, developing a design system that was available to the client for future implementations.

Retrato de Eduardo Aguayo, user researcher y consultor en diseño UX.

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