Summary
Industry: Healthcare
Project Type: Web application
My contribution:
- UX Research
- Information Architecture
- Interface Design
- User testing
- Cross-functional collaboration
The Situation
- Registration drop-off was 75%.
- NPS had been stagnant at 11 for years.
- The workflow was complex, regulated, and fragmented across teams.
My Role
Senior Product Designer responsible for research, workflow simplification, prototyping, and cross-functional alignment.
Constraints
- Regulated healthcare environment
- Legacy technical infrastructure
- Multiple stakeholder groups (product, engineering, compliance)
What I Did
- Conducted targeted user testing with nurses and care coordinators.
- Identified content confusion and friction points in on-boarding flow.
- Simplified interaction patterns and clarified content.
- Redesigned dashboard to consolidate filters and improve visibility.
- Introduced “Portal Invite” feature to eliminate redundant registration.
How I Built Alignment
- Shared early prototypes in live critique sessions.
- Invited engineering input before finalizing flows.
- Facilitated structured design reviews to reduce ambiguity.
Outcome
- 10% increase in completed registrations within two months.
- NPS increased from 11 → 25.
- Improved adoption across provider organizations.
Reflection
In complex environments, progress often comes from reducing friction rather than adding features. This project reinforced the importance of steady alignment and small, meaningful improvements.