How evidence-based redesign improved task completion by 35%
Healthcare SaaS · B2B Enterprise · Web-based · USA · 2021–2025
WellSky's Collection Notes module was used daily by thousands of clinical staff across US care facilities — but it hadn't meaningfully changed in years. The interface was cluttered, workflows were unclear, and staff were relying on memory and workarounds to complete critical tasks. The challenge was to redesign a complex, high-stakes clinical tool without disrupting the thousands of users who depended on it every day.
UX Designer — Workflow Analysis, Wireframing, UI Design, Design System
Web-based
Figma, FigJam, Zoom, Maze
4 years
DISCOVERY
The legacy system hadn't meaningfully changed in years. As clinical workflows grew more complex, the interface fell further behind — creating inefficiencies, user frustration, and a growing backlog of workarounds.
Cluttered interface with minimal visual hierarchy, making it difficult for users to understand where to begin or what to do next. Each section appeared visually similar, resulting in a lack of clear navigation or actionable priority.
Multiple visually identical areas for balances, actions, and notes — with no guidance on where to start. Users relied on memory to complete critical tasks.
IMPACT
Slower task completion, higher cognitive load, inconsistent workflows across teams. New staff took significantly longer to onboard — a costly problem in a clinical environment.
8 distinct pain points identified in a single screen. Clinical staff were navigating this daily — under time pressure, with real patient data.
As the platform evolved, some modules were modernised while others weren't. Collection Notes was left behind — creating a jarring inconsistency that confused users switching between screens daily.
Collection Notes still used a legacy modal-heavy layout while surrounding modules had adopted a modern design system. Buttons styled differently, workflows behaved differently, users had to context-switch constantly.
IMPACT
Without a unified design system, teams patched over legacy screens rather than fixing them — increasing technical debt, slowing development, and making every new feature harder to ship consistently.
These weren't edge cases — they were daily friction points for clinical staff managing real patient data.
A product’s visuals and tone shape its credibility. The old collection notes interface didn’t reflect the care and reliability our healthcare organization stood for.
New clients hesitated to adopt modules that looked like legacy software — regardless of how well they actually worked. Perception was becoming a barrier to adoption.
IMPACT
Trust is built through consistency. The redesign needed to signal professionalism and modernity — not just improve usability, but change how the product felt to use.
How might we redesign Collection Notes to reduce cognitive load, improve task clarity, and restore user confidence?
STRATEGY
Business goals
By streamlining processes and updating the interface, the redesign aimed to improve operational efficiency, reduce training overhead for new staff, and ensure accuracy in critical financial workflows across healthcare facilities.
User goals
From the user perspective, the goal was simple — make the daily workflow feel manageable, not overwhelming. Simplify navigation, remove unnecessary complexity, and introduce a guided flow that works for both experienced staff and new team members.
IMPACT & OUTCOMES
The redesigned Collection Notes module rolled out in phases across multiple facilities. Internal testing and post-launch feedback validated the approach — across four key metrics:
DESIGN SPRINTS
Design sprints for alignment and clarity
To kick off the redesign, we ran focused design sprints bringing together product, engineering, clinical experts, and stakeholders. Breaking down departmental silos early meant fewer surprises later — and faster consensus on design direction.
Cross-functional design sprints with product, engineering, and clinical teams — aligning on user needs before a single screen was designed.
User flows
After the sprints, we mapped the existing user journey to expose friction — unclear entry paths, redundant clicks, missing guidance. Then we redesigned it. The difference was significant.
We visualized both:
🔹 Before: 12 steps, multiple dead ends, no clear entry path.
🔹 After: streamlined to 7 steps, guided progression, reduced cognitive load
IDEATION
Sketching and early exploration
Before committing to any direction, I explored multiple layout structures and interaction models — testing concepts with the product team before moving to high-fidelity.
DESIGN
Breaking down the main workflow
Each section was restructured to reduce cognitive load and prioritise key actions — clearer labels, grouped data blocks, and contextual actions replacing the cluttered legacy layout. Every decision was tied directly to the friction points identified in the user flows.
A scalable design system built to unify fragmented product experience — covering typography, colour, components, spacing, and accessibility. Designed for both designers and developers to ensure a consistent experience across all products without ambiguity or rework.
