TimeDoc Health—Redesigning a Care Coordination Platform
Improving usability, accessibility, and efficiency by restructuring how users navigate and interact with complex clinical information.
The Challenge
The care coordination platform had been in use for eight years without meaningful updates to usability or accessibility. Care coordinators relied on extensive scrolling to find information, and the interface lacked a clear structure for navigating between tasks when patient needs shifted.
This resulted in inefficient workflows, unclear task ownership, and time spent on activities outside of core responsibilities.
My role
I led a human-centered design review of the platform, combining heuristic evaluation, interviews, shadowing, and workflow analysis. I paired qualitative insights with behavioral and clickstream data to identify where users were getting lost, what information they missed, and how navigation patterns impacted task completion.
These insights informed a modular redesign focused on clearer information hierarchy, navigation, and interaction patterns.
The result
We restructured the interface into clear "zones of work," reducing reliance on scrolling and making key information easier to find and act on. This reduced average call times by five minutes per patient interaction. That freed each coordinator to reach at least two more patients per day— a significant efficiency gain in a resource-strained call center.
By combining qualitative research with quantitative validation (including SUS scoring and clickstream data) we were able to both uncover hidden pain points and measure the impact of changes, strengthening alignment across product, engineering, and operations.
Research—Insights
Continuous Discovery
Conducted weekly interviews with care coordinators and enrollment specialists to understand real-world workflows, uncovering gaps between intended processes and day-to-day execution.
Synthesis & Workflow Mapping
Synthesized findings into affinity and sequence models to identify recurring patterns and map how users moved through tasks. This revealed breakdowns in navigation, unclear task ownership, and points where users lost context or momentum.
Behavioral Data Analysis
Used FullStory click tracking to identify repetitive scrolling, underused features, and inefficiencies in how users navigated the interface. Paired behavioral data with follow-up interviews to understand the underlying causes.
Usability Measurement
Ran System Usability Scale (SUS) surveys before and after updates to measure improvements in usability across roles, tenure levels, and bilingual users, validating the impact of design changes.
Problem Framing
Key Findings
Analysis revealed that usability issues were driven by real-world cognitive demands and unpredictable workflows, not just interface design.
1. High cognitive load made information difficult to access and act on
Care Coordinators were effectively managing conversations like “distracted drivers,” splitting attention between patients and the interface. Important information was buried and required excessive scrolling, forcing users to split attention between the patient and the interface.
To cope, many users developed workarounds—tracking notes on paper during calls and transcribing them afterward—introducing inefficiency and risk of error.
2. The interface did not support unpredictable, real-world workflows
Patient conversations were inherently non-linear. Coordinators often needed to shift topics quickly—for example, moving from a routine check-in to addressing medication adherence when patients revealed financial or access challenges.
The system was not designed for this level of flexibility, causing users to lose context and increasing friction during critical moments.
These findings highlighted the need for a more modular approach to information hierarchy and navigation—one that reduced cognitive load and supported rapid task switching in real-world conditions.
Personas
Developed a persona library grounded in real user behaviors, experience levels, and attitudes to ensure design decisions reflected how care coordinators actually worked, not how the system assumed they worked.
Anti-Patterns
The library also identified high-risk anti-patterns, such as workarounds that introduced inefficiency or risk when handling sensitive patient information. Highlighting these behaviors helped the team design against failure modes, not just optimize for ideal use.
Design Approach
Vision Sessions
Facilitated product and development workshops, ensuring user voices were central to brainstorming. Team
Entire team collaborated on a new user flow.
Working out the logic
Team collaborated on understanding the most effective flow of data and potential choice sets.
Journey Map
Translated research insights into a shared understanding of the user experience
I created a journey map illustrating Care Coordinators’ workflow during patient calls.
The map highlighted moments of confusion, redundant actions, and emotional frustration, helping the team align on which parts of the process most urgently needed redesign.
Storyboarding
Aligned cross-functional understanding with low-fidelity storyboards, avoiding confusion around the term “wireframes.”
Design System
Introduced atomic design methodology to unify colors, type, and components—establishing a predictable “physics” for the UI.
Design system sample:
Interactive Prototypes
Provided realistic interaction models, enabling the team to validate flows and styling before committing to build.
Separated Calling functionality from patient data management functionality and surfaced actionable items so coordinators could quickly see what was going on with a patient and whether they needed a call.
Validation & Iteration
Remote User Testing
Care Coordinators completed real-world tasks in prototypes; click patterns revealed significant efficiency gains.
Key Insights
Baseline assumptions of success validated.
Design Implications
Implications from user testing lead to improved design and functionality
Phase 1: Create patient data managers—Event Manager
Event Manager: Replaced horizontal timelines with glanceable summaries.
Previous: Users wasted time and clicks
New: Events manager gave a full picture in one glance
Phase 1: Create patient data managers—Medication Manager
Split adherence tracking from dosage editing, added searchable left-column navigation modeled after familiar email UIs. Coordinators called it “a great relief.”
Previous: Most hated feature rife with inconsistencies and unclear functionality.
New: Functionality clarified to become the most loved feature.
Patient Record Dashboard
Gave care coordinators a quick overview, cutting clicks and scrolls.
Managers were moved to the left side to minimize need to move around the screen. "Show/hide" functionality made clearer.
SUS Scoring
Redesigned features consistently improved usability by 10+ points, with new features scoring in the “excellent” range.
Quantitative Monitoring
Ongoing FullStory analysis validated time savings and flagged adoption gaps for retraining or iteration.
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
Reflection
This work reinforced the importance of pairing qualitative insight with quantitative validation to drive meaningful product decisions. Continuous interviews surfaced where users struggled, while clickstream data and SUS scoring helped prioritize changes and measure their impact.
This combination made it possible to move beyond assumptions, align stakeholders around real user behavior, and demonstrate clear improvements in usability, efficiency, and trust.