Health Hug—Care Coordinator Experience

I led research and product design for a connected pediatric care platform, turning caregiver needs and care-coordination workflows into the first production Care Plan module.


The Challenge

Care coordinators supporting children with chronic conditions often worked across multiple systems while coordinating care for entire families.

Unlike traditional adult care management, pediatric care required balancing medical, social, educational, and family needs simultaneously.

My Role & Approach

I led discovery, product definition, information architecture, interaction design, and prototyping in partnership with founders and engineering. Caregiver interviews, prior care-coordination research, and prototype walkthroughs with care coordinators informed MVP priorities and refinements to the experience.

From Research to MVP Priorities

Caregiver Discovery

I conducted discovery interviews and workflow research with caregivers to understand care-management challenges, identify unmet needs, and guide MVP priorities.



Concept & Workflow Evaluation

I conducted evaluative research and usability testing to assess concepts and workflows, translating findings into recommendations for the caregiver experience.

Product Strategy & Scope

I partnered with founders, engineering, and product stakeholders to translate research insights into product strategy, feature priorities, and MVP scope.


Beyond Documentation

How do we make care coordination feel human, connected, and manageable?

Reframing the problem

At first, it looked like a data problem. But the deeper issue was human: care managers were drowning in tools that didn’t reflect how care actually happens.

We reframed our design question from:

“How do we track care?”

to

“How do we make care coordination feel human, connected, and manageable?”

That shift helped us prioritize clarity, flexibility, and trust as our design principles.

Showing both care manager and parent perspectives reveals how design decisions affect each side of the care relationship—and where their needs intersect or diverge


Care Manager Persona

We also looked at the emotional layer: families who felt lost in the maze of specialists, medications, and scheduling


Care Giver/Parent Persona

Designing Around Real Work

I designed the Care Plan’s structure, navigation, and interactions to bring patient context, priorities, and care activities into a connected workspace. Care coordinator walkthroughs helped me refine the layout and workflow.

Care Coordinator Prototype Walkthroughs

I walked through Care Plan prototypes with care coordinators to gather feedback on information organization, navigation, and support for calls with families. Their feedback informed refinements to the layout and workflow.

Workflow & Information Architecture

I mapped how information and actions moved between people and tools, then used that structure to organize the Care Plan around care activities and relevant patient context.


illustration of a flow model as decided upon by design team

Layout & Interaction Design

Writing I developed a modular layout with distinct areas for patient context, section navigation, and care-plan content, refining the structure to support movement between tasks during calls.


refining the zones of work within the care plan before adding detail

The Result

The Care Plan became the first production module in the platform and established the foundation for future releases.

Care plan in context of entire patient record with ‘dashboard’ showing immediate needs and updates

care plan summary screen highlighting changes to patient chart
Detail of Care plan showing latest vitals readings from remote patient monitoring
sample of care plan showing vitals readings

The Care Plan launched successfully and quickly proved the value of a human-centered approach:


  • Simplified workflows reduced redundant data entry and improved documentation accuracy
  • Modular, intuitive layout allowed faster updates during calls and follow-ups
  • Positive pilot feedback from care managers, who described the experience as “streamlined, clear, and finally made for how we actually work.”