Follow up workflow system
Product Overview
A redesign of a healthcare follow-up management platform used by care coordinators to track patient recommendations, manage follow-up communication, and improve patient adherence rates.
The system used AI to identify follow-up recommendations from clinical reports and automatically engage patients through SMS, email, fax, and calls to encourage timely follow-up visits.
The redesign focused on improving workflow efficiency, usability, operational visibility, and clarity of patient engagement metrics.
Problem
The platform was designed to improve patient follow-up adherence through automated communication workflows, but stakeholders lacked clear visibility into the actual impact of the product.
The existing system did not effectively demonstrate:
- Increase in patient adherence rates
- Number of patients returning as a result of the platform
- Revenue impact generated through follow-up workflows
- ROI for healthcare providers using the system
In addition, care coordinators experienced workflow inefficiencies while managing patient recommendations and communication workflows, reducing operational efficiency and usability.
The redesign initiative aimed to improve workflow efficiency, modernize the user experience, and provide clearer visibility into patient adherence and business impact.
The Ask
Audit and redesign the follow-up management platform to improve workflow usability, modernize the user experience, and reduce operational friction for care coordinators.
The redesign also aimed to improve visibility into patient adherence, engagement effectiveness, revenue impact, and ROI so healthcare providers could clearly understand the business value generated by the platform.
Role & Scope
- Auditing existing workflows, dashboards, and usability issues
- Improving queue management and patient navigation workflows
- Redesigning dashboards to better communicate adherence and business outcomes
- Increasing visibility into patient engagement and follow-up effectiveness
- Improving clarity and transparency of operational and financial metrics
- Modernizing the UI while improving accessibility and readability across the application
- Reducing cognitive load for users managing high volumes of patient recommendations
UX Audit & Workflow Findings
1. ROI, Adherence & Revenue Visibility Findings
- Dashboards displayed operational counts without meaningful business context
- Graphs and visualizations were difficult to interpret and compare
- No clear visibility into increase in patient adherence after using the platform
- Inability to understand how many patients returned due to follow-up engagement workflows
- Lack of visibility into total eligible patient population versus actual patient conversions
- Revenue impact generated through improved patient adherence was not clearly represented
- ROI and operational value of the platform were difficult for stakeholders to measure
- Metrics such as adherence rate and closed-loop percentage lacked clear definitions and calculation transparency
- Existing dashboards focused on activity tracking rather than outcome visibility and business impact
2. Workflow & Usability Findings
- Fragmented workflows requiring excessive clicks and navigation
- Excessive scrolling across queues, timelines, and patient history views
- Poor visibility into recommendation progression and communication activity
- Search functionality limited to selected status tabs
- Recommendation status changes causing records to disappear immediately from the queue
- Hidden workflows and non-intuitive interaction patterns
- Multiple disconnected tables making patient history difficult to understand
- Timeline interactions requiring horizontal scrolling and excessive navigation
- Important actions and activity logs lacked discoverability within the workflow
- Inconsistent visual hierarchy, poor contrast usage, and accessibility issues
- Queue layouts reduced visibility of recommendations and increased operational friction
Understanding the Workflow
The platform managed patient follow-up recommendations generated from clinical reports.
Once a recommendation was identified, the system automatically engaged patients through communication workflows such as:
- SMS
- fax
- calls
Care coordinators managed recommendations across multiple statuses such as:
- non-mature
- coming due
- overdue
- adherent
- non-compliant
- scheduled
The redesign effort focused on improving:
- care coordinator workflow efficiency
- patient tracking visibility
- adherence monitoring
- operational reporting
- ROI visibility for subscribers using the product
Before
After
1. Dashboard & Analytics Redesign
Designed
- Redesigned dashboards focused on adherence, ROI, and operational impact
- Visualization of patient journey funnel from eligibility → contact → engagement → appointment → follow-up completion
- Revenue tracking by modality and provider
- Baseline vs post-product adherence comparison
- Visibility into communication activity across SMS, email, fax, and calls
- Tooltip-based metric explanations and calculation transparency
- Adherence tracking across different follow-up timeframes
Rationale
The original dashboards displayed disconnected metrics and graphs that were difficult to interpret, making it hard for stakeholders to understand the actual value generated by the platform.
The redesign focused on transforming raw operational data into meaningful business insights by clearly visualizing:
- patient conversion journey
- adherence improvement
- communication effectiveness
- revenue impact
- ROI generated through follow-up workflows
Transparency was improved through contextual tooltips explaining how each metric was calculated.
Result
Improved clarity of operational and business performance metrics, enabling stakeholders to better understand patient adherence trends, communication effectiveness, revenue impact, and overall ROI.
Before
After
2. Queue & Workflow Redesign
Designed
- Email-style queue interface with recommendation list on the left and detailed preview on the right
- Reduced row height to improve visibility of more recommendations within a single screen
- Sticky quick-action column for SMS, email, fax, and print actions
- Cross-status search functionality across all recommendation states
- Aging indicators using color-coded visual states within overdue workflows
- Save-based status update interaction to prevent accidental recommendation loss
- Integrated recommendation history visibility directly within workflow
Rationale
The original workflow required excessive clicks, repeated pop-ups, and constant navigation between screens, significantly slowing down care coordinators.
Recommendations disappeared immediately upon status changes, increasing the risk of losing track of patient records during manual updates.
The redesign focused on reducing interaction friction, improving recommendation visibility, and enabling faster movement between patient records.
The interface was restructured to support continuous workflow execution similar to an email client, reducing cognitive overhead and unnecessary navigation.
Result
Reduced interaction friction, improved workflow continuity, and increased operational efficiency for care coordinators managing large recommendation queues.
Improved visibility and safer status management reduced the likelihood of workflow interruptions and accidental record loss.
Before
AFTER
3. Patient Profile & Information Architecture Redesign
Designed
- Hierarchical patient history structure connecting reports → recommendations → communications
- Expandable accordion-based interaction model
- Consolidated patient journey and recommendation history into a unified view
- Reduced nested table interactions and excessive vertical scrolling
Rationale
The original design fragmented patient history across multiple unrelated tables, making it difficult to understand which communications belonged to specific recommendations or reports.
The redesign focused on improving information hierarchy and relationship visibility between reports, recommendations, communications, and status history.
This significantly reduced cognitive load and improved traceability across the patient journey.
Result
Improved readability of patient history, reduced navigation complexity, and enabled faster understanding of recommendation and communication relationships.
Before
after
4. Timeline & Communication Visibility
Designed
- Redesigned recommendation timeline with clear status duration visibility
- Removal of horizontal scrolling from timeline view
- Current-day indicator within timeline
- Integrated communication events such as SMS and email directly into recommendation timeline
- Visibility into automated vs manual communication actions
Rationale
The original timeline made it difficult to understand patient status progression and communication history due to excessive scrolling and limited contextual visibility.
The redesign consolidated status progression and communication events into a single timeline view, allowing care coordinators to quickly understand patient history and engagement activity.
Result
Improved readability of patient follow-up history and reduced time spent interpreting recommendation status and communication activity.
Summary
- Improved workflow efficiency for care coordinators managing patient follow-ups
- Reduced interaction friction and excessive navigation
- Increased clarity of patient adherence and communication workflows
- Improved operational and business visibility through redesigned dashboards
- Reduced cognitive load through clearer information hierarchy and workflow structure
- Improved transparency into ROI, adherence, and communication effectiveness
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