saving lives by digitising the order process of compression products for the UK's leading compression supplier
Summary
2022–2025
UX Design
UI Design
Project Lead
Medi UK came to us with a familiar problem. Nurses were relying on a PDF brochure to select products for each new patient, manually scrolling through every time. This led to costly mistakes. When the wrong product was ordered, Medi often had to cover the expense, since errors made by nurses couldn’t be claimed back through the NHS.
Our solution was to digitise the process through a web app and product selection algorithm. It proved so successful that we continued improving it through an iterative approach. This eventually led to a second app focused on Medi’s bespoke Made to Measure service. The result was an intuitive tool that allowed nurses to serve any patient needing a compression solution, whether that meant standard products or fully custom garments made for the individual.
IMPACT
The success of both apps had a direct effect on patient outcomes. With a clear increase in the correct products being selected, lives were improved and in some cases, saved. The smoother process also made a significant difference to the daily experience of nurses.
This improvement helped Medi UK secure its position as the most used compression supplier in the country. Feedback from nurses, along with rich analytics, confirmed how valuable a seamless digital experience was across the NHS.
50%
reduction in follow-up emails
85%
of nurses reported time savings
100%
of nurses surveyed said they would recommend the app to others
14
updates released across both apps, all based on user data and feature requests
Client
Medi UK
Role
UI/UX Lead
Worked in collaboration with Petra Ritzer (UX/UI designer) for the Hosiery Hunter app and Mimi Ratcliffe (UX/UI Designer) for the Made 2 Measure app. We developed:
- User Experience design
- User Interface design
- Testing
- iterative improvement based on customer data
Step 1
Kick off
The Challenge
Medi UK came to us with two challenges.
The first was to simplify and digitise the product selection process for their off-the-shelf compression products. This became Hosiery Hunter. The existing process relied heavily on email and physical product catalogues. The goal was to maintain the familiar email-based workflow, while making the selection process faster and more intuitive for nurses.
The second was to extend this experience into their custom product offering, Made to Measure. If a nurse was directed to a custom garment, they needed a seamless way to capture and submit the required measurements. At the time, this involved filling out a PDF and sending it via email, which often led to delays and errors.
The Concept
We built a responsive, browser-based tool that nurses could use on any device. For Hosiery Hunter, we worked closely with Medi’s medical specialists to develop an algorithm that narrowed product options through a step-by-step flow. The result would either be a recommended product or a handoff to Made to Measure.
After launch, we gathered feedback and used it to shape the second app. Following the same guided model, Made to Measure captured all measurements and preferences needed for a custom order. This reduced friction and helped minimise mistakes.
Both apps generated a GDPR-compliant email containing all the relevant details. Nurses could then add patient and practice information to complete the order, without needing to write emails from scratch.
Considerations
With such a major shift in workflow, the experience still needed to feel familiar. Keeping the email process intact helped drive adoption, while avoiding the storage of personal data ensured GDPR compliance. The final result made the process simpler for nurses, without disrupting how they were used to working.
Location
National deployment across the united kingdom
Team Involvement
Digital Excelence team
Leading Project Team
- UX/UI team
- Project management team
- Developer team
- Director of Innovation
Step 2
The Journey
The user base for the original Hosiery Hunter app was broad, ranging from newly qualified nurses to seasoned professionals. It was essential that every user felt confident using the tool. We built an onboarding flow that introduced the app, showed how to save it to the home screen, and explained what it could do. To support users of all experience levels, we included contextual guidance throughout the journey.
Each distinct step was split into its own screen to minimise cognitive load. We also introduced a moment of positive friction just before the algorithm delivered the product recommendation. This helped reinforce the value of the input and emphasised the importance of the selection.
If the recommended product was from the Made to Measure range, the user would enter a different flow to capture detailed measurements. If an off-the-shelf product was suitable, they would proceed to enter basic sizing information.
In both cases, the app generated a GDPR-compliant email that included the product details and sent it to the nurse’s email address. This allowed the nurse to add patient and practice information within their secure environment, without any personal data being stored in the app itself.
Hoisery Hunter Flow
Made to Measure Flow
Step 3
Design
Look & Feel
Simplicity was at the heart of the design. The experience needed to be clear and elegant, with the primary focus on data entry. Medi UK’s bold colour system was used for highlights and accents, drawing attention where it mattered most, while keeping the UI clean and uncluttered.
After the success of the Hosiery Hunter app, Made to Measure secured additional budget for micro-interactions and animations. These subtle touches made the journey feel smoother and more rewarding, giving nurses a more enjoyable experience. This investment helped elevate the overall design and aligned the app with the standard expected from an industry leader.
Design considerations
The experience had to be fully responsive due to the wide range of settings it would be used in. From GP surgeries to home visits, the app needed to work seamlessly across all devices. The same nurse might use it on their phone one day and their desktop the next, across both Hosiery Hunter and Made to Measure.
Another key consideration was clarity. It was important that nurses could immediately tell which app they were in. We used pink highlights for Hosiery Hunter and orange for Made to Measure, giving each app its own identity while keeping a consistent design language between the two.
Usage data and direct nurse feedback showed that the positive friction screen in Hosiery Hunter improved engagement. We built on this insight in Made to Measure, placing extra focus on interaction design. The goal was to create a sense of flow, introduce natural pauses during more intensive data entry, and speed up overall use without sacrificing clarity or ease.
Step 4
Results
The client reported that the apps directly contributed to new business, including one win that supports more than 800 new patients. Follow-up emails were reduced by half within six months of launching Made to Measure.
User adoption has continued to grow. 86% of nurses reported time savings across consultations, product selection, and upselling product variants. 100% of nurses surveyed said they would recommend the app to their colleagues.
Following the success of the latest deployment, the client is now investing in further user research. The goal is to unify the UX and UI across all existing products, creating an opportunity to apply learnings from this work and deliver a cohesive, omnichannel experience across the brand.
The combination of both apps and the impact within the sector was studied in a peer reviewed journal. Read the study below.
Read the paper
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