Optimizing Medical Case Management
Operation Process
End to End 🆕
B2B 🏥
SaaS ✏️
Deskapp 💻
Fortune 500® 📈
Company
Leidos Inc.
Role
UI/UX Designer
Duration
3 month
June - Sept '24
Tools
Figma | Figjam
Jira | Camunda
Team
70+ Project Team
UI/UX Designers, PMs,
Architects, Developers,
BAs, Marketings
Responsibilities
UI/UX Design
Product Roadmap
Design System
Brand Alignment
My Highlights at Leidos
Research
Created workflow with multiple personas and interaction points.
Documented weekly stakeholder meetings and conducted interviews.
Documentation Walkthroughs
User Interviews
Workflow with Touchpoints
Persona
Design
Led the end-to-end design of 4 key features with 40+ hi-fidelity screens.
Co-created Leidos new design system and design guidelines
Wireframing
Hi-fi Prototypes
Design Iterations
Design System
Design Requirements
Communication
Actively participated in weekly stakeholder and development meetings.
Provided clear daily and weekly updates within the design team.
Design-to-developer handoffs
Daily Standups
Design Team Critique Sessions
Key Impacts
265 +
New components, styles, UI
elements audited
2~4 million ↑
Estimated increase in new cases across
clients is expected after the 2025 launch
~50% ↓
Reduction in current Leidos QTC
operational manual tasks
What is going on?
Leidos' New Chapter in U.S. Healthcare Services
In 2024, Leidos, a Fortune 500 leader in national security and healthcare in the U.S., reached a significant milestone by rebranding and uniting QTC’s healthcare services under its name. Leidos’ QTC Healthcare now provides medical services to clients in the private sector, as well as to federal, state, and local government agencies and individuals (examinees). Here is a partial client list:
But, Leidos' Healthcare Faces a Critical Test: Outdated Medical Case Management Threaten Contracts
Oops! this is an outdated, last-century design!
Clinic end users have big complains...
Most tools charge fees, limiting access for beginners, especially low-income users.
Development team has struggle maintaining...
They manage five platforms simultaneously, causing high maintenance efforts.
Leido’s chief officers & investors has concerns。..
High operational costs and low efficiency challenge contract renewals, leading to revenue loss.
Thus, our project's business goal is to...
Develop a new enterprise medical case management system as part of the rebranding initiative to streamline operations, enhance service delivery, build trust with clients, and attract more clients
Who are our end users?
Clinic operations team
Four distinct roles with 30 permission-based processes to complete an end-to-end individual case request.
Our MCM Dashboard Users & Workflow with Interaction Point
The primary pain points that significantly impact users' operational efficiency are:
Discontinuous & outdated user interface
Mannually switching between multiple platforms: eProcess Suite for case referrals; APAS for appointment scheduling; Tracking tool; Tableau, Excel for analytics.
Heavy dependency on manual tasks
Extra workflow due to manual tasks: Downloading reports from external systems, manually organizing and uploading files, and tracking statuses through separate Excel spreadsheets.
Cognitive Overload Due to Varied Business Requirements
Varied procedures challenge users: Managing multiple cases simultaneously, navigating different business unit requirements, and adapting to varying steps.
Design Challenge
How can we design a centralized, componentized platform that boost productivity for users with multiple roles in case management, streamlines operations across clients, and ensures timely delivery of all cases?
How does the new solution help?
Important Note: Due to NDA restrictions and the sensitive nature of info disclosed to government clients, we are
strictly prohibited from displaying any previous product screenshots. I'll do my best to explain everything!
Centralized Case Management Dashboard
Problem
The previous eProcess dashboard lacks task management capabilities. Information is scattered across multiple interfaces
Solution
A centralized, intelligent dashboard for efficient task management, dynamically adjusting tasks and task detail previews based on user roles and priorities.
Quick filter options (my work)
Dynamic & auto role-based task table with priority level (other designers' work)
WCAG 2.2 Accessibility check (my work)
Streamlined & Modular "Scheduling Step"
Problem
Current scheduling tasks require multiple platforms, manual work, and client-specific requirements.
4 separate platforms
Solution
A “all-in-one”, modular scheduling step that tracks, displays, and automatically updates appt info.
1 single new platform
I independently delivered the "scheduling step" design, reviewed and critiqued by the project team.
Three R&D(research-design) cycles due to the Dec. 2024 beta and Mar. 2025 official launch.
R & D cycle 1
R & D cycle 2
R & D cycle 3
01
Start by ideal solution design
A fully integrated platform to eliminate manual switching and disconnected systems:
✔ Every steps in the new platform.
R & D cycle 1: Every scheduling steps in the new trackable platform for March.2025 official launch
Finding Provider (Grid or Table)
Finish Scheduling Appointments
R & D cycle 2: A feasible MVP for Dec.2024 Beta launch
R & D cycle 3: Development-ready interactive Beta design, successfully launched in December 2024.
Aggregated Case Side Panel
Note: When I joined the team, a senior designer had already come up with the idea of a side panel.
I helped gather all relevant information for the panels and collaborated on the design delivery.
Problem
Case detail info are scattered throughout the system, with many “hidden” action icons requiring more steps to access.
4 separate windows
Solution
A centralized side panel that documents and tracks case details, notes, examinee information, and client info.
1 single side panel
Previous IA
New IA
MCM Side Panel
Case Details
Case Notes
Examinee Info
Client Info
All-in-One Reporting System
I independently designed the new report system, completing the end-to-end operational process.
Problem
Users manually switch between platforms to gather, check, and upload reports before delivery.
3 platforms
Solution
An all-in-one report delivery process in new platform with automated processing and simplified steps.
all in 1 new platform
Incoming Report Center: reports auto-sync upon service completion, tag report if needed.
Now, reports can be viewed in individual case details
Digging Deeper: How Research Strengthens the Design
RESEARCH GOAL
User Research: Understanding the roles, responsibilities, needs, and pain points of different permission-based users.
Workflow Research: Mapping the end-to-end case management workflow from request to completion.
USER
RESEARCH
Challenge: The six-step, permission-based process includes four main users: MCA, CT, QA, and Operations Manager. We conducted user interviews and walkthroughs of the operational process documentation to create personas.
Operation Managers' Interview Note-taking
messy layout & outdated UI
15+
User Interviews
Sessions
4
Main User
Personas
Manager Persona
*An example of the note-taking & persona I did
WORKFLOW
RESEARCH
Challenge: The new medical case management (MCM) workflows should clearly show:
Role-Based User Interaction
Four Key Users
MCA(Medical Case Specialist)
Operation Manager
CT(Case Technician)
QA(Quality Assurance)
6 Master Steps, 30+ Actions
What is the specific action at the moment?
Where do users' actions interact?
How should info be displayed according to users' permissions?
Draft Workflow: Our design team spent a significant amount of time exploring the current operation system, capturing screenshots and user flow.
*An example of the current 'Pre-appointment scheduling' task workflow I did
Role-based interaction workflow: I summarized each design team member's workflow and independently delivered a polished, role-based workflow that clearly illustrates user interactions across 6 comprehensive master steps and 30+ actions.
DESIGN SYSTEM HIGHLIGHTS
NEW Leidos QTC
Internal Design System
As mentioned earlier, Leidos initiated the rebranding process for the QTC health services sector. While Leidos has an established marketing design system for external use, there is no internal design system in place. One of the key responsibilities this summer is to develop a new internal design system for Leidos QTC.
My Work Highlights
I collaborated with another UX design intern to create this new design system. Here are the highlights of my contributions:
Needs 📌
New internal design system design foundation guideines.
My Outputs Examples📌
Typography & Color Palette: Established typography and guidelines; blended Leidos brand colors with a professional, user-friendly palette.
Reusable button components
10+ Button Assets: Developed reusable button assets with various properties to meet the needs of all business lines.
The platform should be flexible to adapt to varying operational procedures based on different business requirements.
Componentized the design: Enabling modules to be added dynamically based on business needs, with each module offering various properties to simplify customization.
REFLECTION
From a 10,000-ft view to detail-oriented focus
This project involved highly complex content and processes due to operational requirements. Key learnings that greatly benefited me include:
Conducting documentation walkthroughs to understand the current process.
Drawing IA and workflows to map out existing flows.
Collaborating with the design team, PM, architect, and developers to discuss new IA and workflows.
Ensuring a solid high-level understanding before diving into detailed work.
Listing design requirements, identifying user pain points, crafting user stories, and verifying that the design meets those needs.
Phase-based design for project cycles
Mapping out a phased design based on user and business needs, while considering development constraints, helps target different development cycles. During the scheduling design, we initially followed user feedback, aiming to integrate three platforms to eliminate manual switching. Users loved this fully integrated version.
However, when the design was ready, the development lead informed us that integrating all platforms wasn't feasible by the October PI planning deadline due to team inexperience and delayed progress. This required significant changes to our blueprint, leading to a feasible version that met development team constraints.
Be brave, confidence, and break the ceiling
My mentor often reminded me to be an innovative designer unafraid to push past the glass ceiling. In a creative and supportive workplace, I leverage my strengths in communication, documentation, high-level workflow execution, and confident design presentation.
I will carry this mindset forward, always remembering that a designer should have the courage to share ideas, confidence in their work, and a willingness to accept feedback. I won’t doubt my abilities; instead, I’ll recognize that I grow stronger and more prepared with each experience. I must adapt to experiences and continuously learn from others, as every collaboration helps me learn from their strengths and become better myself.