Healthcare & Dental Technology
Unified 3 platforms serving 20,000+ dental professionals globally
Led the end-to-end design transformation of a fragmented dental professional ecosystem into a unified digital platform spanning events, membership, and commerce across global markets.
Medical Devices, Clinical Education, Dental Services
Product Design Lead / Manager
Events Platform, Membership Program, eCommerce, Design System
THE CHALLENGE
A global dental clinical education and products organization was running on a fragmented digital stack. Three critical business functions operated in silos, each creating friction for the same user base of 20,000+ dental professionals.
Events & Seminars
Over 1,000 webinars and seminars hosted annually, roughly 300 attendees per event, generating 15M+ yen in event revenue. Every region ran its own system. No cross-selling. No unified discovery.
Membership & Community
The membership program was stuck on a legacy system with manual onboarding that took 3 to 4 weeks. Renewal dropout was high. Documentation was poor. The system could not scale.
eCommerce & Product Discovery
Outdated catalog. Aging CMS. Stagnating conversion rates. Multiple regional sites with no shared design language, eroding trust among professionals who work across borders.
WHY IT MATTERED
These three products serve the same user. When a dental professional bounces between disconnected systems to register for an event, renew membership, and order supplies, trust erodes and engagement drops. The business was leaving revenue on the table and losing members it had spent years acquiring.
THE APPROACH
Discovery & User Research
Led deep stakeholder interviews and user research across Japan and Europe. Mapped end-to-end professional journeys from event discovery to product purchase. The insight was clear: users were navigating 3+ disconnected systems to manage a single relationship.
Unified Events Management Platform
Designed a scalable events system architected for global reuse. Any region can host events with zero additional platform cost. Designed for real-world complexity: membership-based discounts, dual payment modes, automated refunds, waitlists, attendance tracking, and personalized event discovery.
Membership Program Redesign
Reimagined the entire membership experience. Integrated CRM as the single source of truth. Designed automated payment flows, tier-based content personalization, and a self-service portal that eliminated back-office dependency. Replaced a 3-4 week onboarding flow with instant activation.
eCommerce & Product Discovery
Ran a full UX audit and heuristic evaluation. Restructured the information architecture for role-based product discovery by specialty and procedure type. Built a component library with 95% reusability across regions.
Design System
Established a unified design system across all three workstreams. Reusable components deployable across Japan, Europe, and future regions with minimal customization. Brand consistency with regional flexibility.
THE OUTCOMES
With 500+ participants in 3 days at Annual Dental Symposium
Deprecated and replaced with one unified platform
Feature reusability across all regions
Full platform ownership achieved
Onboarding from 3-4 weeks to real-time activation
Eliminated via automated renewals
Increase in user traffic within 3 months of launch
Back-office hours saved through automation