TimeDoc Health—Designing for Nonlinear Care Workflows

I combined workflow research, behavioral analytics, and hands-on product design to help care coordinators navigate complex patient conversations with clearer information and more flexible tools.


The Challenge

Care coordinators were trying to conduct complex patient conversations while navigating a system that assumed a linear workflow.

From Insight to Design

Patient conversations moved between medications, events, risks, and documentation, while the software assumed a linear sequence. I redesigned key workflows and the patient dashboard so coordinators could follow the conversation, access relevant information, and document care as it unfolded.

How I Investigated the Workflow

Workflow Mapping

I mapped care coordinators’ calls to identify redundant actions, information gaps, and moments when the system disrupted the conversation.

current and ideal journey maps

Behavioral Analytics & Interviews

I analyzed FullStory interaction data to identify repetitive actions and underused features, then used follow-up interviews to understand the reasons behind those patterns.

bar graphs depicting user clicks on side navigation by quantity of clicks and by segment

Usability Testing

I tested prototypes with care coordinators before development to evaluate proposed workflows, uncover usability barriers, and inform design refinements.

screen sample of a new patient home page designed to look more like a dashboard

What We Learned

Cognitive Overload

Information existed, but users couldn’t find it when they needed it.

Conversations Were Non-Linear

Patient needs shifted quickly across topics, tasks, and documentation.

Workarounds Were Everywhere

Paper notes, memory, and unofficial tool use filled system gaps.

How Research Shaped the Design

Event Manager

Finding: The timeline made patient history difficult to scan during care conversations.

before view of patient timeline showing long horizontal bar

Design Response: I introduced a scannable table view to make key events easier to find and review.

image of patient events manager that allows user to see all patient history at a glance

Medication Manager

Finding: Medication adherence and dosage management were tangled together, making review cumbersome.

sample of previous med manager that conflated functionality

Design Response: I separated the workflows and added searchable medication navigation to support focused review.

sample of new med manager that clarifies functionality

Patient Record Dashboard

Finding: Critical patient information was scattered across the interface, requiring coordinators to piece together context.

Design Response: I brought priorities, alerts, and actions into a single overview to support care conversations.

image of redesigned dashboard

Impact

  • Accessibility addressed: Redesigned workflows to support visual and motor impairments, ensuring usability across diverse user needs in a high-volume environment.
  • Efficiency gained: Reduced call time by ~5 minutes per interaction, enabling each coordinator to support at least two additional patients daily.
  • Usability uplifted: SUS scores increased consistently across redesigned features, reflecting clearer navigation and reduced cognitive load.
  • User trust rebuilt: Coordinators described updates as “what I’ve been asking for for years,” signaling stronger alignment between the system and real-world needs