Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Overview
At athenahealth, I worked on redesigning a suite of internal tools that helped healthcare operations teams manage high volumes of tasks, like insurance claims, prior authorizations, and case reviews.
These systems were used daily by workforce managers, but were fragmented, outdated, and difficult to scale. My role was to improve usability, reduce task friction, and design a flexible UI that worked across multiple services and users.
At athenahealth, I worked on redesigning a suite of internal tools that helped healthcare operations teams manage high volumes of tasks, like insurance claims, prior authorizations, and case reviews.
These systems were used daily by workforce managers, but were fragmented, outdated, and difficult to scale. My role was to improve usability, reduce task friction, and design a flexible UI that worked across multiple services and users.
Problem Statement
The core issues were:
The core issues were:
Backend teams face clunky tools, scattered task data, and minimal workflow transparency. This gap between system structure and user need results in inefficiencies, frustration, and errors that ripple across teams and timelines.
01
Cluttered Search Experience
Users couldn’t quickly find the right worklists, search results weren’t categorized or filtered.
02
Confusing Task Ranking System
Ranking tasks manually was slow and had no visual feedback.
03
Painful CSV Downloads
Downloads blocked the screen and didn’t tell users if they succeeded or failed.
04
Inconsistency Across Services
Each module (like Auth, AMC, ECR) had different UIs, leading to confusion and higher onboarding time.
Outcomes
Overview
Overview
The redesign streamlined workflows across teams, saving 3–5 minutes per CSV export, reducing mental effort, and enabling adoption across 4+ modules including ECR, AMC, and Auth.
Stakeholders
Stakeholders
Cross-Functional Collaboration
Cross-Functional Collaboration
This project sat at the intersection of design, engineering, and product strategy:
UX Designers focused on clarity, usability, and ethical interactions
Developers built scalable systems and shaped how decisions surfaced
Product Managers aligned user needs with business goals and technical feasibility
Together, we supported:
Workforce Managers, Admin Teams, BPO Teams, and Consumer Modules (AMC, ECR, Auth), the real users behind every task.
Their insights guided our choices. Our collaboration made their workflows better..
This project sat at the intersection of design, engineering, and product strategy:
UX Designers focused on clarity, usability, and ethical interactions
Developers built scalable systems and shaped how decisions surfaced
Product Managers aligned user needs with business goals and technical feasibility
Together, we supported:
Workforce Managers, Admin Teams, BPO Teams, and Consumer Modules (AMC, ECR, Auth), the real users behind every task.
Their insights guided our choices. Our collaboration made their workflows better..
My Approach
My Approach
To redesign the workflow management and configuration systems, I followed an iterative, human-centered process grounded in collaboration and feedback:
To redesign the workflow management and configuration systems, I followed an iterative, human-centered process grounded in collaboration and feedback:
Empathize
Empathize
User Research | User Interviews
User Research | User Interviews
Through interviews and contextual inquiry with workforce managers like Felin, several patterns emerged:
Cognitive overload from juggling multiple worklists without clear prioritization.
Manual workflows like rank changes and CSV exports were time-consuming.
Limited control, despite high responsibility for task outcomes.
Familiar tools, but low satisfaction due to clunky, inconsistent UI.
Strong need for clarity, autonomy, and guided task flows.
Through interviews and contextual inquiry with workforce managers like Felin, several patterns emerged:
Cognitive overload from juggling multiple worklists without clear prioritization.
Manual workflows like rank changes and CSV exports were time-consuming.
Limited control, despite high responsibility for task outcomes.
Familiar tools, but low satisfaction due to clunky, inconsistent UI.
Strong need for clarity, autonomy, and guided task flows.
Meet Felin, a detail-oriented workforce manager striving to assign the right tasks to the right people faster, and with less friction.
Current User Journey
Current User Journey
Navigating Complexity in Everyday Workflows
Navigating Complexity in Everyday Workflows
This map captures a workforce manager’s flow from login to CSV download. While some steps feel smooth, major friction arises during worktype search, rank changes, and unallocated task handling.
Key pain points:
– Poor worktype segregation
– Manual, time-consuming rank updates
– Little guidance or feedback
The emotional dip reflects where users struggle most, pinpointing clear areas for improvement.
This map captures a workforce manager’s flow from login to CSV download. While some steps feel smooth, major friction arises during worktype search, rank changes, and unallocated task handling.
Key pain points:
– Poor worktype segregation
– Manual, time-consuming rank updates
– Little guidance or feedback
The emotional dip reflects where users struggle most, pinpointing clear areas for improvement.
Tracking the ups and downs of a typical task flow, where smooth starts give way to friction, delays, and design opportunities.
Visual Identity
Visual Identity
A clean, accessible design language built with Source Sans Pro, a bold violet palette, and intuitive iconography for consistent interaction cues.
Ideation
Ideation
Problems: A. Search Tasks
Problems: A. Search Tasks
Users struggle to locate specific worktypes due to poor segregation and overwhelming, unfiltered search results.
Ideation
Ideation
Proposed Solution: A. Search Tasks
Proposed Solution: A. Search Tasks
Tabbed workflows and added navigation simplified search by organizing results and making worktype details easier to access.
Ideation
Ideation
The Vision: Unallocated Worklist View
The Vision: Unallocated Worklist View
A dedicated unallocated worklist view with tabbed workflows and improved navigation streamlines access to specific task types.
Ideation
Ideation
Problems: B. Change Rank
Problems: B. Change Rank
Manually entering rank values without feedback creates a slow, unintuitive experience for users managing task priorities..
Ideation
Ideation
Proposed Solution: B. Change Rank
Proposed Solution: B. Change Rank
Drag-and-drop functionality and inline edits make rank changes faster, more intuitive, and scalable across multiple worklists.
Ideation
Ideation
Problems: C. Download to CSV
Problems: C. Download to CSV
CSV downloads block the entire interface, forcing users to wait before taking any further action.
Ideation
Ideation
The Vision: C. Download to CSV
The Vision: C. Download to CSV
By adding filter criteria and real-time status tracking, users can generate customized CSVs without interrupting their workflow.
Ideation
Ideation
Error Case: C. Download to CSV
Error Case: C. Download to CSV
Clear error and status messages help users troubleshoot CSV generation issues without guesswork.
Final Mockups
Final Mockups
Task Search & Rank Management
Task Search & Rank Management
Final designs reflect a streamlined, status-aware interface, making search and rank updates more transparent and task-friendly.
Reflections & Learnings
Reflections & Learnings
This project taught me how to design for scale and structure, not just screens. Working on enterprise tools meant balancing user empathy with technical constraints, finding clarity in complexity.
I learned how small design shifts, like a status chip or drag interaction, could drastically improve trust and efficiency. More importantly, I saw how invisible systems, when thoughtfully designed, can empower real people to work better every day.
Designing for care starts with designing for those behind the scenes.
This project taught me how to design for scale and structure, not just screens. Working on enterprise tools meant balancing user empathy with technical constraints, finding clarity in complexity.
I learned how small design shifts, like a status chip or drag interaction, could drastically improve trust and efficiency. More importantly, I saw how invisible systems, when thoughtfully designed, can empower real people to work better every day.
Designing for care starts with designing for those behind the scenes.
Other Moments of "I Think I Got It"
©2025
Other Moments of “I Think I Got It”
©2025
Healthcare Ops Workflow
2024
Behind the Workflows
Curated Talent App
2022
Artsy
Digital Heritage Website
2023
Stories in Sand
Positionality Statement
2025
Confessions of an Empath
Other Moments of "I Think I Got It"
Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Overview
At athenahealth, I worked on redesigning a suite of internal tools that helped healthcare operations teams manage high volumes of tasks, like insurance claims, prior authorizations, and case reviews.
These systems were used daily by workforce managers, but were fragmented, outdated, and difficult to scale. My role was to improve usability, reduce task friction, and design a flexible UI that worked across multiple services and users.
Problem Statement
The core issues were:
Backend teams face clunky tools, scattered task data, and minimal workflow transparency. This gap between system structure and user need results in inefficiencies, frustration, and errors that ripple across teams and timelines.
01
Cluttered Search Experience
Users couldn’t quickly find the right worklists, search results weren’t categorized or filtered.
02
Confusing Task Ranking System
Ranking tasks manually was slow and had no visual feedback.
03
Painful CSV Downloads
Downloads blocked the screen and didn’t tell users if they succeeded or failed.
04
Inconsistency Across Services
Each module (like Auth, AMC, ECR) had different UIs, leading to confusion and higher onboarding time.
Outcomes
Overview
The redesign streamlined workflows across teams, saving 3–5 minutes per CSV export, reducing mental effort, and enabling adoption across 4+ modules including ECR, AMC, and Auth.
Stakeholders
Cross-Functional Collaboration
This project sat at the intersection of design, engineering, and product strategy:
UX Designers focused on clarity, usability, and ethical interactions
Developers built scalable systems and shaped how decisions surfaced
Product Managers aligned user needs with business goals and technical feasibility
Together, we supported:
Workforce Managers, Admin Teams, BPO Teams, and Consumer Modules (AMC, ECR, Auth), the real users behind every task.
Their insights guided our choices. Our collaboration made their workflows better..
My Approach
To redesign the workflow management and configuration systems, I followed an iterative, human-centered process grounded in collaboration and feedback:
Empathize
User Research | User Interviews
Through interviews and contextual inquiry with workforce managers like Felin, several patterns emerged:
Cognitive overload from juggling multiple worklists without clear prioritization.
Manual workflows like rank changes and CSV exports were time-consuming.
Limited control, despite high responsibility for task outcomes.
Familiar tools, but low satisfaction due to clunky, inconsistent UI.
Strong need for clarity, autonomy, and guided task flows.
Meet Felin, a detail-oriented workforce manager striving to assign the right tasks to the right people faster, and with less friction.
Current User Journey
Navigating Complexity in Everyday Workflows
This map captures a workforce manager’s flow from login to CSV download. While some steps feel smooth, major friction arises during worktype search, rank changes, and unallocated task handling.
Key pain points:
– Poor worktype segregation
– Manual, time-consuming rank updates
– Little guidance or feedback
The emotional dip reflects where users struggle most, pinpointing clear areas for improvement.
Tracking the ups and downs of a typical task flow, where smooth starts give way to friction, delays, and design opportunities.
Visual Identity
A clean, accessible design language built with Source Sans Pro, a bold violet palette, and intuitive iconography for consistent interaction cues.
Ideation
Problems: A. Search Tasks
Users struggle to locate specific worktypes due to poor segregation and overwhelming, unfiltered search results.
Ideation
Proposed Solution: A. Search Tasks
Tabbed workflows and added navigation simplified search by organizing results and making worktype details easier to access.
Ideation
The Vision: Unallocated Worklist View
A dedicated unallocated worklist view with tabbed workflows and improved navigation streamlines access to specific task types.
Ideation
Problems: B. Change Rank
Manually entering rank values without feedback creates a slow, unintuitive experience for users managing task priorities..
Ideation
Proposed Solution: B. Change Rank
Drag-and-drop functionality and inline edits make rank changes faster, more intuitive, and scalable across multiple worklists.
Ideation
Problems: C. Download to CSV
CSV downloads block the entire interface, forcing users to wait before taking any further action.
Ideation
The Vision: C. Download to CSV
By adding filter criteria and real-time status tracking, users can generate customized CSVs without interrupting their workflow.
Ideation
Error Case: C. Download to CSV
Clear error and status messages help users troubleshoot CSV generation issues without guesswork.
Final Mockups
Task Search & Rank Management
Final designs reflect a streamlined, status-aware interface, making search and rank updates more transparent and task-friendly.
Reflections & Learnings
This project taught me how to design for scale and structure, not just screens. Working on enterprise tools meant balancing user empathy with technical constraints, finding clarity in complexity.
I learned how small design shifts, like a status chip or drag interaction, could drastically improve trust and efficiency. More importantly, I saw how invisible systems, when thoughtfully designed, can empower real people to work better every day.
Designing for care starts with designing for those behind the scenes.
Other Moments of "I Think I Got It"
©2025
Other Moments of “I Think I Got It”
©2025
Healthcare Ops Workflow
2024
Behind the Workflows
Curated Talent App
2022
Artsy
Digital Heritage Website
2023
Stories in Sand
Positionality Statement
2025
Confessions of an Empath
Other Moments of "I Think I Got It"
Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Healthcare
Behind the Workflows
Designing for scalable configuration and seamless task management in healthcare BPO systems
Enterprise System
Role: UX Designer
Duration: 3-4 weeks
Overview
At athenahealth, I worked on redesigning a suite of internal tools that helped healthcare operations teams manage high volumes of tasks, like insurance claims, prior authorizations, and case reviews.
These systems were used daily by workforce managers, but were fragmented, outdated, and difficult to scale. My role was to improve usability, reduce task friction, and design a flexible UI that worked across multiple services and users.
Problem Statement
The core issues were:
Backend teams face clunky tools, scattered task data, and minimal workflow transparency. This gap between system structure and user need results in inefficiencies, frustration, and errors that ripple across teams and timelines.
01
Cluttered Search Experience
Users couldn’t quickly find the right worklists, search results weren’t categorized or filtered.
02
Confusing Task Ranking System
Ranking tasks manually was slow and had no visual feedback.
03
Painful CSV Downloads
Downloads blocked the screen and didn’t tell users if they succeeded or failed.
04
Inconsistency Across Services
Each module (like Auth, AMC, ECR) had different UIs, leading to confusion and higher onboarding time.
Outcomes
Overview
The redesign streamlined workflows across teams, saving 3–5 minutes per CSV export, reducing mental effort, and enabling adoption across 4+ modules including ECR, AMC, and Auth.
Stakeholders
Cross-Functional Collaboration
This project sat at the intersection of design, engineering, and product strategy:
UX Designers focused on clarity, usability, and ethical interactions
Developers built scalable systems and shaped how decisions surfaced
Product Managers aligned user needs with business goals and technical feasibility
Together, we supported:
Workforce Managers, Admin Teams, BPO Teams, and Consumer Modules (AMC, ECR, Auth), the real users behind every task.
Their insights guided our choices. Our collaboration made their workflows better..
My Approach
To redesign the workflow management and configuration systems, I followed an iterative, human-centered process grounded in collaboration and feedback:
Empathize
User Research | User Interviews
Through interviews and contextual inquiry with workforce managers like Felin, several patterns emerged:
Cognitive overload from juggling multiple worklists without clear prioritization.
Manual workflows like rank changes and CSV exports were time-consuming.
Limited control, despite high responsibility for task outcomes.
Familiar tools, but low satisfaction due to clunky, inconsistent UI.
Strong need for clarity, autonomy, and guided task flows.
Meet Felin, a detail-oriented workforce manager striving to assign the right tasks to the right people faster, and with less friction.
Current User Journey
Navigating Complexity in Everyday Workflows
This map captures a workforce manager’s flow from login to CSV download. While some steps feel smooth, major friction arises during worktype search, rank changes, and unallocated task handling.
Key pain points:
– Poor worktype segregation
– Manual, time-consuming rank updates
– Little guidance or feedback
The emotional dip reflects where users struggle most, pinpointing clear areas for improvement.
Tracking the ups and downs of a typical task flow, where smooth starts give way to friction, delays, and design opportunities.
Visual Identity
A clean, accessible design language built with Source Sans Pro, a bold violet palette, and intuitive iconography for consistent interaction cues.
Ideation
Problems: A. Search Tasks
Users struggle to locate specific worktypes due to poor segregation and overwhelming, unfiltered search results.
Ideation
Proposed Solution: A. Search Tasks
Tabbed workflows and added navigation simplified search by organizing results and making worktype details easier to access.
Ideation
The Vision: Unallocated Worklist View
A dedicated unallocated worklist view with tabbed workflows and improved navigation streamlines access to specific task types.
Ideation
Problems: B. Change Rank
Manually entering rank values without feedback creates a slow, unintuitive experience for users managing task priorities..
Ideation
Proposed Solution: B. Change Rank
Drag-and-drop functionality and inline edits make rank changes faster, more intuitive, and scalable across multiple worklists.
Ideation
Problems: C. Download to CSV
CSV downloads block the entire interface, forcing users to wait before taking any further action.
Ideation
The Vision: C. Download to CSV
By adding filter criteria and real-time status tracking, users can generate customized CSVs without interrupting their workflow.
Ideation
Error Case: C. Download to CSV
Clear error and status messages help users troubleshoot CSV generation issues without guesswork.
Final Mockups
Task Search & Rank Management
Final designs reflect a streamlined, status-aware interface, making search and rank updates more transparent and task-friendly.
Reflections & Learnings
This project taught me how to design for scale and structure, not just screens. Working on enterprise tools meant balancing user empathy with technical constraints, finding clarity in complexity.
I learned how small design shifts, like a status chip or drag interaction, could drastically improve trust and efficiency. More importantly, I saw how invisible systems, when thoughtfully designed, can empower real people to work better every day.
Designing for care starts with designing for those behind the scenes.
Other Moments of "I Think I Got It"
©2025
Other Moments of “I Think I Got It”
©2025
Healthcare Ops Workflow
2024
Behind the Workflows
Curated Talent App
2022
Artsy
Digital Heritage Website
2023
Stories in Sand
Positionality Statement
2025
Confessions of an Empath
Other Moments of "I Think I Got It"