Care Delayed is Trust Destoyed
Reimagining clinical operations through connected healthcare workflows and AI-assisted coordination.
Domain
Healthcare
Tools used
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Figma Make
Company
Leading healthcare software company within USA
Duration
6 weeks, 2025
Overview
Healthcare teams don't just care for patients—they coordinate appointments, verify insurance, manage schedules, and ensure every step happens at the right time.
When these activities are spread across multiple systems, even simple tasks become complex. Staff spend more time switching between applications than supporting patients.
This concept explored how a connected clinical operations platform could simplify everyday healthcare workflows, helping care teams focus less on administration and more on delivering better patient experiences.
What was the problem?
Every patient journey depended on multiple teams working together, but the tools they relied on weren't connected.
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Imagine this...
A patient arrives for an appointment. The insurance paperwork is undergoing for one patient and while the care coordinator is also preparing the Operation Theatre for a patient's procedure.
Scheduling is managed in one and Patient records are in another system.
Care coordinators manually follow up with different departments before treatment can begin.
Meanwhile, clinicians are waiting, patients are anxious, and staff are juggling multiple systems just to answer a simple question:
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What's the next step?
The challenge wasn't just operational efficiency.
It directly influenced patient trust and continuity of care.​
What was the design opportunity?
​Behind every successful patient journey is a well-coordinated care team.
The opportunity was to reduce the operational burden that often sits between patients and providers. Rather than asking clinical staff to navigate multiple systems, the experience could bring people, processes, and information together into a connected workflow allowing technology to manage routine coordination while people focused on delivering care.
The experience aimed to:​
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Simplify fragmented clinical workflows.
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Connect operational data into a single source of truth.
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Introduce AI-assisted task prioritization and workflow guidance.
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Reduce administrative effort across care coordination.
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Create a calmer, more predictable experience for both staff and patients.
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​Instead of reacting to issues, staff could anticipate them before they disrupted patient care.
What did I do?
I proposed redesigned fragmented clinical workflows into a connected operational experience by simplifying care coordination, identifying opportunities for AI assistance, and creating workflows that improve visibility, collaboration, and decision-making.
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Clinical Experience Research
Analyzed clinical workflows to identify where fragmented information, delayed interventions, and excessive alerts created friction for care teams. -
Workflow & Service Design
Redesigned end-to-end care journeys to connect patient information, clinical tasks, and decision points into a more cohesive experience. -
AI Experience Strategy
Defined how AI could augment clinical decision-making by prioritising critical cases, surfacing contextual insights, and supporting, not replacing but to clinical expertise. -
Information & Interaction Design
Simplified complex clinical information by organising alerts, patient history, and recommendations into an intuitive, action-oriented interface. -
Human-Centered AI Design
Designed transparent AI interactions that provided explainable recommendations, enabling clinicians to understand, trust, and confidently act on AI-supported insights. -
Future-State Experience Vision
Conceptualised a proactive care experience that shifted healthcare operations from reacting to alerts toward anticipating patient needs through connected intelligence.
Experience Vision
The future-state platform introduced a connected operational workspace where clinical teams could manage the entire patient journey from a single experience. The proposed platform introduced:
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Unified operational dashboards
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AI-assisted task prioritisation
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Contextual-aware workflow guidance
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Unified Patient onboarding
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Proactive alerts operational risks
Instead of switching between systems, staff could understand what needed attention, who needed to act, and what should happen next.
The experience was designed to make healthcare operations feel calmer, clearer, and more predictable.
Design Opportunity
Rather than improving individual screens, the opportunity was to redesign how clinical teams coordinate work.
The vision was to create a connected experience that could:
The experience aimed to:​
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​Make enterprise insights feel actionable rather than overwhelming
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Create clearer decision pathways
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Improve information confidence
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Simplify research discovery
UX Thinking
The design focused on reducing operational complexity rather than adding more functionality.
Key principles included:
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​Operational clarity
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​​Task prioritisation
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​Workflow simplification
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​​Reducing cognitive fatigue in high-pressure environments.
The experience balanced:
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Healthcare compliance
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​​Operational efficiency
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​Accessibility
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Emotional usability
Special attention was given to designing experiences that support both staff workflows and patient trust simultaneously.
Behind Every Patient Is a Hundred Small Decisions.
Overview
Before redesigning the experience, I wanted to understand the work behind the waiting room.
A care coordinator does far more than schedule appointments. They constantly balance patients, clinicians, insurance, operating theatres, and administrative tasks—all while switching between multiple systems.
The real challenge wasn't making decisions. It was finding the right information at the right time.
Where AI Can Help
AI can reduce repetitive coordination by:​​
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Verifying insurance and documentation
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Prioritizing tasks and appointments
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Identifying missing information
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Generating visit summaries
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Sending reminders and alerts
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Coordinating follow-ups
​​Instead of reacting to issues, staff could anticipate them before they disrupted patient care.
Where People Matter Most
Some moments should always remain human:​​
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Supporting anxious patients
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Handling exceptional situations
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Coordinating with clinicians
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Explaining treatment journeys
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Making critical care decisions
​​Technology provides context. People provide compassion.
Key Insight
The opportunity wasn't to redesign another healthcare application.
It was to redesign how care flows through the clinic, using AI to reduce operational burden while preserving the human moments that matter most.
What Makes This Interesting
Most healthcare platforms optimize individual tasks.
This concept explored something larger: how UX can improve the way entire care teams collaborate.
By combining connected workflows, AI-assisted coordination, and human-centered design, the experience shifts healthcare operations from reactive administration to proactive care delivery.
The result isn't simply a better interface.
It's a more connected healthcare ecosystem where technology quietly supports the people delivering care.
What's Next
The next step is to move from connected workflows to predictive healthcare operations.
Future opportunities include:
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P​redictive patient coordination
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Workflow automation
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​Conversational healthcare copilots
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​Intelligent care escalation systems
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​​Operational intelligence dashboards for clinical leadership
The long-term vision was to create a scalable healthcare operations ecosystem that supports both caregivers and patients more effectively.