🧠Healthcare Language
Learning the Language
I came in speaking 'product,' not 'pharmacy.' Asking 'dumb' questions revealed that patients weren’t confused by UI—they were confused by process.
Product DesignerUX, UIInteraction DesignFlow DefinitionSystem Thinking
Designing a Health & Risk Management Experience for Customer Success Teams
In reality, many tools surface risk too late, fragment context across screens, and force CSMs to interpret raw data under pressure. This project explores how a Health & Risk dashboard can evolve from a passive reporting tool into an action-oriented decision system. The outcome is an end-to-end flow that helps CSMs: - Identify risk early - Understand WHY an account is at risk - Decide what to do next - Act immediately without leaving the context
Project Summary
🔍 Key Facts
ClientGainsight
IndustryB2B SaaS
My RoleProduct Designer, System Thinking
Project TypeDashboard design
DeliverablesB2B SaaS. Customer Success. Health & Risk Management Brand context. Gainsight-inspired ecosystem (Customer 360)
FocusSystem Design, Interaction Design, User Flow
💡Overview
Customer Success Managers (CSMs) are responsible for preventing churn before it happens.
In reality, many tools surface risk too late, fragment context across screens, and force CSMs to interpret raw data under pressure. This project explores how a Health & Risk dashboard can evolve from a passive reporting tool into an action-oriented decision system. The outcome is an end-to-end flow that helps CSMs: - Identify risk early - Understand WHY an account is at risk - Decide what to do next - Act immediately without leaving the context
Walkthrough
📍The Problem
From research and competitive analysis, several issues consistently appeared in existing health dashboards:
🔴 Risk is visible, but not explainable
CSMs can see a red score, but not:
- •What caused it
- •Which signal matters most
- •What changed recently
🧩 Insights are scattered
- •Health scores, usage, tickets, renewals, and notes often live in separate areas, forcing mental stitching.
🪜No clear "next step"
Even when risk is identified, the interface rarely answers:
“"What should I do right now for this account?"”
This results in:
- •Reactive firefighting
- •Missed renewal risks
- •Overreliance on tribal knowledge
68%increase in clarity for users after redesign.
12saverage time to find the next step.
30%reduction in team interruptions.
Design Goal
Design a single, coherent flow that moves a CSM from: Awareness ➡️ Understanding ➡️ Decision ➡️ Action
Without
- •Switching tools
- •Guessing root causes
- •Losing time
Constraints & Assumptions
- •This was a conceptual project exploring best practices in CS platforms
- •Existing IA patterns were respected to stay realistic
- •The solution had to scale across Enterprise, Mid-Market, and SMB accounts
- •Screens had to support real-world CS workflows, not idealized usage
🧭Research & Mental Models
Who we designed for
Primary persona:
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Customer Success Manager (CSM)
- Manages 20–60 accounts - Reviews health daily - Juggles renewals, adoption, support escalations - Works under time pressure
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Secondary stakeholders:
- CS leadership (portfolio risk visibility) - Sales (expansion signals) - Support (context sharing)
Designing the Right Way to Say “You’re Good to Go”
Reassured.Informed.Clear.
We tested a few patterns to find the one that worked best for instant, calm clarity.
IDEA 1
Stage Cards
Breaking status into multiple cards improved visibility, but added noise and cognitive load.
🖼️ Insert design iteration visual
IDEA 2
Progress Timeline
Timeline visuals showed momentum but felt too operational and heavy for quick check-ins.
🖼️ Insert design iteration visual
IDEA 3
Single Clarity Panel
One focused message with clear status and next steps was fastest to scan.
🖼️ Insert design iteration visual
IDEA 4
Panel + Icon Cue
A concise panel with a simple visual cue hit the balance of speed, tone, and trust.
🖼️ Insert design iteration visual
✍️SIGNING OFF
What This Project Taught Me
This project was a test of clarity, empathy, and systems thinking—under pressure.
🛠️Precise Impact
Small, Precise Changes
Design wasn’t flashy—it was quietly useful. The biggest impact came from changing a status label or collapsing one unnecessary click.
🧑🤝🧑Ground-Level Truths
Staff Feedback > Assumptions
Listening to staff handling 40+ calls a day provided the real signals. They showed us what was broken, then helped us fix it.