Project Overview

Complaint reporting is a critical workflow in Life Sciences and MedTech. Before Smart Complaints, Smarteeva’s entire MDR reporting process was locked to desktop, creating delays and compliance risk for field teams capturing issues on the go.

I designed and developed Smart Complaints Mobile, a mobile-first app enabling on-site submission and real-time tracking of complaints from hospital floors, manufacturing facilities, and inspection zones.

The app transforms long, desktop-only forms into guided mobile flows, with fast input, large touch areas, offline-safe interactions, and simplified navigation built specifically for field environments.

The Problem

❌ Before Smart Complaints (Desktop-Only Workflow)

• No mobile submission method

• Complaint filing delayed by hours or days

• Desktop web app unusable on small screens

• Long forms caused incomplete or inaccurate submissions

• Users had poor visibility into their open complaints

❗ Core Pain Points

• Field teams needed a fast, guided workflow

• Only part of the desktop form made sense for mobile

• Users wanted minimal typing and clear hierarchy

• The app needed to handle low-signal environments

• Complaints needed to be accurate enough for MDR review

❗ Business Impact

• Slower reporting → higher regulatory/compliance risk

• Low adoption of reporting tools

• Complaints left unfiled during inspections

• QA teams lacked real-time data

Users / Audience

• Field quality inspectors

• Customer support teams

• QA specialists

• Complaint handlers

• Managers tracking complaint status

User Needs

• Submit complaints in under 2 minutes

• Scan open complaints quickly

• Minimal fields, clear grouping

• Guided input

• Offline tolerance

• Intuitive navigation

Goals

• Reduce submission time by 40%+

• Increase adoption among field teams

• Improve complaint accuracy

• Make MDR workflows intuitive on mobile

• Provide fast access to complaint history

• Keep navigation predictable and lightweight

⭐ Architecture Overview (Mobile App Structure)

(This is what your diagram will reflect.)

1. Mobile Navigation (Bottom Tabs)

• Complaints

• New Complaint

• Notifications

• Profile

2. Complaint Form Engine

• Progressive disclosure

• Required fields grouped logically

• Large inputs + touch targets

• Inline validation

• Offline-safe drafts

3. Complaint List

• Card layout

• Status tags

• Quick metadata for scanning

4. Complaint Detail

• Timeline of updates

• Attachments (images, notes)

• Edit & resubmit

5. Authentication & Sync

• Login / Signup

• JWT-based session handling

• Sync settings

• Local caching for poor connectivity

Process

1. Research

• Reviewed FDA MDR reporting structure

• Interviews with field QA teams

• Studied pain points with the desktop form

Key insights:

• Mobile users need dramatically simplified flows

• Forms should be broken into steps

• Navigation should be minimal

• Don’t overload the screen

2. Early UX Direction

• Single column layout

• Big buttons & generous spacing

• Card-style complaint list

• Step-by-step Add Complaint flow

• Confirmation + saved states

3. High Fidelity UI

• Onboarding

• Login / Signup

• Complaint List

• Complaint Detail

• Add Complaint

• Offline-safe modes

• Notifications

• Profile & Settings

4. Interaction Design

• Smooth transitions

• Keyboard-safe layout

• Clear success & error states

• Inline validation

• Save-as-draft

Impact

Quantitative

• Submission time: 6–9 mins → ~2 mins

• Adoption significantly increased among field teams

• Complaint accuracy improved due to guided grouping

• Reduced backlog of unfiled complaints

Qualitative

• “Finally possible to submit complaints in the field.”

• “Much easier than the desktop version.”

• “Clear, intuitive, fast.”

Challenges

• Maintaining MDR compliance on mobile

• Simplifying complex flows without losing required fields

• Designing for low-signal environments

• Managing performance vs animation smoothness

• Avoiding scope creep from desktop workflows

Reflection

This project strengthened my ability to adapt complex, regulated enterprise workflows into clean, mobile-first experiences. I learned how to:

• Prioritize clarity & speed under field constraints

• Use progressive disclosure to reduce cognitive load

• Create high-trust mobile data entry flows

• Balance accuracy, simplicity, and compliance

• Design cross-platform experiences for regulated environments

Screens

Hero Screens

Core Flow

Account & Utility

Flowchart