How can we scale software while still meeting the diverse and evolving needs of multiple organizations?
Back in 2019, we took on a project to design and develop a digital decision aid. The goal was to help patients make informed choices about genetic testing. At the time, it was a straightforward job—designed for just one organization. But soon, more institutions requested their own versions from our client.
Each new deployment presented unique needs. Some required adjustments to fit internal workflows, others needed changes in how data was captured, and a few wanted modifications in how patients received their results. What started as an occasional project quickly became a recurring ask.
Initially, we would replicate the existing design, make the necessary tweaks, and hand it off to development. Simple enough—until the requests kept growing. Soon, we found ourselves repeating the same customizations, sometimes with further adjustments, and it became clear: We needed to rethink our approach to scaling. How could we continue to meet each organization’s specific needs without reinventing the wheel every time?