Enabling Healthcare Teams to Build Their Own Protocols

Redesigning a complex form builder to reduce dependency on technical teams and empower healthcare professionals.

Role: Senior Product Designer

Industry: Healthcare

Duration: 1 year

Outcome: Reduced form creation time, which became more intuitive, allowing for better use of resources and reduced patient service time.

Context

Healthcare professionals relied on technical teams whenever they needed to create or update clinical protocols. Over time, this dependency generated an ever-growing backlog of requests, workarounds, usability issues and increasing maintenance costs.

The challenge wasn’t simply redesigning an interface. It was enabling healthcare professionals with limited technical skills to configure their own workflows safely and efficiently.

My role

As Senior Product Designer, I worked alongside Daniela Falcone and I contributed throughout the entire product lifecycle, from research and workshop facilitation to interaction design, prototyping, usability validation and implementation support.

The Challenge

The existing solution had evolved over several years through incremental feature requests.

Different user profiles had different expectations, support teams had created operational workarounds and engineering had accumulated significant technical debt.

Rather than adding new functionality, we first needed to understand how the product had become so complex.

Our Approach

We started by listening before redesigning.

Together with support, engineering and healthcare professionals, we mapped existing pain points, identified four distinct user profiles and prioritized the problems with the highest impact.

Instead of designing for expert users, we deliberately focused on making the experience accessible to healthcare professionals with limited experience with complex software while preserving the flexibility required by more advanced users.

Outcomes

The new WYSIWYG form builder significantly simplified protocol creation, reducing the time required to configure forms and decreasing the dependency on technical support.

By reducing dependency on technical teams, the redesign allowed healthcare professionals to update clinical protocols more quickly while freeing engineering resources for higher-value work.

The solution became part of the company’s healthcare platform and continues to support hospitals across Latin America.