UX WORK › CASE STUDY
Charting a Clearer Path.
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Rebuilding an overwhelming EHR experience for 8,000+ clinicians.
Role
UX Designer — Consultant
Timeline
October 2019 – February 2020
Scope
UX strategy, workflow research, information architecture, interaction design, design systems
Team
Product, Engineering, Clinical SMEs, Leadership
TL;DR
The problem
ICANotes was clinically powerful but cognitively overwhelming for clinicians working under real-time session pressure. A technical rebuild was planned with no UX foundation underneath.
What I did
Led end-to-end UX for the year-long platform rebuild: strategy, workflow research, information architecture, interaction design, and a reusable pattern system for engineering.
The key insight
The problem wasn't an old UI. It was workflow disorientation and cognitive overload. Instead of redesigning screens, I rebuilt the system clinicians navigate.
The result
↑25% user satisfaction increased, ↓40% clicks for critical workflows decreased. Engineering had a clear IA and pattern system to build from. The rebuild became user-centered, not just technical.
OUTCOMES
↑25%
increase in user satisfaction
post-redesign
↓40%
clicks for critical workflows
reduced cognitive load
8K+
clinicians impacted
behavioral health practices
THE PROBLEM
Powerful, but challenging to navigate.
ICANotes is used by behavioral-health clinicians to document sessions, manage diagnoses, build treatment plans, and handle billing, often during or immediately after live patient sessions.
Clinicians described it consistently: "Powerful, but overwhelming. You have to know where everything lives, or you get lost." That wasn't just a usability complaint, in a clinical environment, disorientation carries real risk.
Note-Taking Screen (Before) Live documentation without orientation = cognitive overload
MY ROLE
I rebuilt the systems clinicians navigate.
Not just the screens, the underlying structure, patterns, and clinical workflow logic that screens need to express.
I owned the UX foundation for the year-long platform rebuild: strategy and roadmap, workflow and heuristic research, information architecture, interaction and visual design, and the reusable system patterns engineering built from. I partnered closely with PMs, engineers, clinical SMEs, and leadership throughout.
Information Architecture: A simplified, audited IA that reflects how clinicians actually work
APPROACH
Five moves, one coherent system.
Each step built on the last, from understanding the existing system, to creating shared language, to rebuilding the architecture, to designing the patterns engineers could implement.
RESULTS
A UX foundation the rebuild could stand on.
ICANotes got something it didn't have before: a shared understanding of where workflows were breaking, and a system-level design foundation to rebuild from safely.
WHY THIS WORK MATTERED BEYOND THE METRICS
TAKEAWAY
Designing for behavioral-health clinicians teaches you what's actually at stake.
This wasn't a modernization project for aesthetics. When a clinician can't find what they need during a session, that's not a UX failure, it's a clinical risk.
Getting this right meant distilling extreme complexity into usable systems, balancing modernization with safety and regulation, and communicating UX value in terms of risk, efficiency, and clinical trust.
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