As the company’s first Lead UX Designer, I led the end-to-end redesign of PROMPT and helped establish design as a strategic capability within the organization. I conducted user research across payors, ACOs, and healthcare providers; defined the information architecture, interaction model, and navigation framework; and partnered with product, engineering, clinical SMEs, and technical managers to align user needs, system constraints, and business goals. I established ongoing user engagement through a customer research council and Pendo integration. In parallel, I built the company’s first design system in Figma and Storybook, accelerating delivery and improving design and development efficiency by approximately 70%.
The legacy experience made it difficult to filter large patient populations, access complete clinical context, and identify who required immediate intervention. Data inconsistencies and performance limitations reduced confidence and scalability, while the outdated interaction model constrained product development and weakened the product’s ability to attract new customers.
To understand how PROMPT was used across different organizations, I conducted interviews with payors, accountable care organizations (ACOs), healthcare providers, and engagement managers. The research combined heuristic evaluation, story mapping, and contextual interviews to understand user uses the PROMPT and where the existing experience created friction. Early prototypes were then tested with the same interview participants, leading to significant refinements before development.
From research, I created three major personas to develop our solution ideas through ideation workshop with product, engineers, and subject matter expertise from the persona user groups. I then went back to users to test early design solutions
The redesign was guided by four principles that translated large volumes of real-time patient data into a more actionable and scalable product experience.
Some of the most important design decisions addressed data integrity and scalability challenges that directly affected filter accuracy and system performance. Working closely with engineering and technical managers, we developed product and operational solutions that improved both platform reliability and user efficiency.
Made further refinement to the design based on user input from testing and technical constraints. The new design provides robust navigation and interactions across the new PROMPT that supports user workflows through improved filter and access to fuller patient medical information.
The redesign transformed PROMPT from a notification feed into a scalable decision-support platform that improved customer satisfaction, strengthened product marketability, and established a foundation for continued product growth.
PROMPT reinforced that the most impactful design work often happens beyond the interface. The core challenges were not visual, but rooted in inconsistent source data, large-scale performance constraints, and fragmented clinical workflows. By defining what could be solved within the product and partnering with engineering and technical teams, we transformed raw patient notifications into a scalable decision-support platform that helped healthcare organizations identify the right patients and intervene with greater speed, accuracy, and confidence.
