STREAMLINED CONTACT MANAGEMENT FOR BUSY HEALTHCARE TEAMS
Designed a unified contact management experience within an internal employee platform, reducing frustration and improving efficiency
Team
Senior Product Designer (mentor), Product Manager, Engineering Team
My Role
Product Design Intern
Timeline
June - July 2025 (2-week design sprint)
Tools
Figma, Bolt.New
project overview
Teams at the healthcare accreditation company relied on client contacts for inspections, billing, marketing, and outreach, but finding the right person was often a slow and frustrating process. Contacts were scattered across the existing web application and organized inconsistently, increasing cognitive load and risk of error for employees across departments.
To address this, I designed an integrated contact list experience that centralized client contact information into a streamlined and intuitive interface. Building on existing research, I developed layout variations, scalable filtering logic, and wireframes and interactive prototypes (using AI-assisted tools and Figma) to enable employees to create, search, and manage contacts in one place, reducing search friction and improved coordination across teams.
Contacts were scattered across individual sections of each client’s account page, forcing manual searching and increasing risk of error.
key pain points
Insights from Prior User Interviews
Existing stakeholder research and feedback from employees across departments revealed:
1. Scattered Data
Contacts were scattered across multiple sections and organized by program, making it difficult to see a complete view of an account’s stakeholders.
2. Conflicting Contact Models
The system mixed a “single primary contact” mindset with the operational need for multiple role-based contacts, creating inconsistency and confusion.
3. Limited Search & Discovery
There was no centralized search or flexible filtering, forcing users to manually navigate between modules to find the right person.
4. Inefficient Communication Workflows
No bulk email tools or clear extension visibility, requiring manual information gathering and increasing the risk of communication errors.
Employees Need to:
Quickly find and email the right contact
Easily view and scan key contact details
Update contact information during hospital visits and keep it accurate across accounts when needed
Support multiple contacts of the same type, with the ability to scale to hundreds per account
Access deactivated contacts for reference without cluttering everyday work
I synthesized these requirements and findings and translated them into scalable layouts, interaction patterns, and system logic that shaped the contact management experience.
Discovery & Definition
Identified the core problem: fragmented contact storage & inconsistent access paths
Researched best practices for contact management UX (CRMs, filtering patterns, enterprise tools)
Broke complex requirements into user stories & acceptance criteria
Focused on functional clarity (because engineering preferred functionality over overly prescriptive UI specs)
Incorporated edge cases (ALL programs logic, deactivated visibility, copying behavior)
Design Exploration through AI Prototyping
I explored alternative layouts with Bolt AI prototypes, using prompt engineering to rapidly iterate on UI variations and refining the wireframes in collaboration with stakeholders and engineers for smooth implementation.
Filter Exploration #1
I initially tested a stacked filtering layout, but it was clunky to navigate, hid key filters, and didn't scale well.
Filter Exploration #2
I iterated toward a more scalable layout featuring Airbnb-style filters with visible filter pills. In user testing, participants found a contact in an average of 4 seconds using filters alone.
Validation & Iteration
I conducted user testing with interactive AI prototypes to validate the design. Users averaged ~45 seconds to create a contact and displayed little to no friction when performing key tasks.
Performing live user testing with the Account Management team
Results
The redesign improved efficiency for account managers, supported inspection workflows, and reduced communication errors while aligning conflicting stakeholder requirements into a structured MVP roadmap.
