Scopio RMS

Why were users afraid to press update?

Product Designer + Product Owner 3 months B2B SaaS Figma Make · Claude
Pre-check state: verifying system is idle
Updating state: download and install in progress
Failed state: pre-check error detected
Verified state: post-update verification complete

The tool existed. The trust didn't.
My job was to fix it

Open access
↓
Governed execution
Blind errors
↓
Clear diagnosis
Fear
↓
Trust
Background

Global distributors manage a fleet of medical scanners across labs, remotely, often from another continent.

Problem

Rport wasn't built around how distributors actually work. It causes errors that take scanners offline and turn routine tasks into support escalations.

Approach

Mapped every operation, found the software-update flow was the highest-risk path. Two error types (action + judgment) needed two types of solutions.

Result

Three solutions: Orientation · Governed Execution · Guided Flow, designed to hi-fi.

Overview

The product

Scopio's scanners digitize blood and bone-marrow smears; a separate AI layer classifies the cells for diagnosis.

100s

of scanners across the US & Europe

1,000s

samples a day, per lab

Every sample is a diagnosis, so one faulty device carries a real clinical cost. RMS is the interface I designed to govern that fleet on Scopio's Rport infrastructure.

Operating in the dark

The business mandate

  • Rport wasn't built around how distributors actually work. It causes errors.
  • Errors took scanners offline in labs and turned routine tasks into support escalations.
  • Both worked against the business goal: eliminate the errors that were costing Scopio money.

The trust gap

David Ron
David Ron
Age: 36 · Scopio Technical Support Specialist

Pain Point: No centralized log for system updates or actions. Troubleshooting is based on guesswork.

John Carter
John Carter
Age: 52 · Distributor

Pain Point: Managing scanners via separate browser tabs makes tracking active tunnels and update progress nearly impossible.

The challenges in Rport

Before Old Rport Tunnels tab showing raw tunnel configuration with no device context
Challenge 01
No visibility into active operations

Users juggled multiple browser tabs with no way to track which operation was running on which device.

Before Old Rport Scripts tab showing editable script with execute button
Challenge 02
Scripts were open for editing

One wrong change could break a live scanner.

Solution 01

Orientation

Solving errors of judgment

Alert State
RMS alert state showing scanner health with calibration warning banner and 78% scan quality
Healthy State
RMS healthy state showing scanner health with 92% scan quality and all-green metrics
Device overview with live status tags and built-in health guidance per device
Solution 02

Governed Execution

Solving errors of action

Act with confidence

  • Locked the CLI scripts to read-only. A typo can no longer reach a live scanner.
  • Kept the execution log visible. Users still see every step as it runs.
Commands tab showing pre-built actions with locked scripts and live execution log
Solution 03

Guided Flow

Solving unguided & cluttered workflows

  • A guided flow walks the user through three stages: prepare → run → verify.
  • An AI layer interprets live scanner data throughout the process in real-time.
  • If a step fails, the system suggests a clear course of action, with no guesswork.

How I defined success

01
Less Support Load

GoalReduce Tier-2 escalations for remote access by 35–40%

02
Total Safety

GoalZero hardware damage or system crashes caused by remote-action human error.

03
System Adoption

GoalIncrease active usage among distributors across the network.

Next phase

Both principles, scaled to the fleet.

  • Status: Fleet-wide health across all devices at a glance
  • Prioritize: AI surfaces what needs attention first
  • Guide: Warnings become step-by-step resolution paths
  • Act: Governed commands across the full fleet

Next case studies

Scopio
AI Ambiguity
dozens of cells → one action
Bulk validation for the cells the AI is not sure about, with the expert kept in control.
The Vets
Built for adoption
98% team adoption
Veterinary documentation, rebuilt around how users actually work.

Thanks for reading.

If you have any questions, feedback or would like to discuss my work further, feel free to get in touch.