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Healthcare · Care coordinationClient project at CoditasWeb app
PrimoMD
Empowering post-acute care facilities with smarter, timely patient care.
A short film cut from the real PrimoMD screens, with generated ambient music. Names are sample data from the mock-ups.
The 60-second version
PrimoMD at a glance.
One product, two roles: everything at once for coordinators, focus for liaisons.
Problem
Coordinators were planning a week of patient visits across many facilities, liaisons and providers, with no single view of what was pending, overdue or unassigned.
Solution
A web app with three planning views, flexible assignments that handle leave and conflicts, a risk-first patient list for liaisons, and secure sign-in with MFA.
Key trade-off
Density vs. calm: coordinators need everything at once, liaisons need focus. We split the product by role instead of compromising one screen for both.
My role
UX designer, end to end: flows, edge cases, visual design and the design system, across 13 flows.
01 · Problem
A week of visits, dozens of moving parts.
Post-acute care depends on the right clinical liaison seeing the right patient at the right time. Behind that sits a weekly puzzle of facilities, patients, liaisons and providers.
Care coordinators had to plan the week, spot gaps and react when things changed: a liaison on leave, two visits clashing, a patient whose risk suddenly went up. Liaisons, meanwhile, needed a simple answer to “who do I see today, and who first?”. And because the product holds patient information, access had to be secure, without making every sign-in a chore.
01
No single picture
Workload across facilities, and what’s pending, overdue or unassigned, wasn’t visible in one place.
02
Change is constant
Leave and scheduling conflicts meant assignments had to move quickly and safely.
03
High stakes, little time
Liaisons needed to spot high-risk patients instantly, and trust that the data was fresh.
How might we
…help coordinators plan and adjust a whole week of care at a glance, while giving each liaison a calm, risk-first list of who to see?
02 · Research
Understanding two very different days.
We started with the people doing the work: how coordinators plan a week today, and what a liaison actually needs on the floor.
The aim was to understand how coordinators and liaisons manage patient visits across facilities, where scheduling and communication break down, and how each role really works. The central question: how might we help coordinators manage complex schedules while helping liaisons prioritise visits, see clinical context and finish their work with confidence?
Research plan 3–4 week discovery
Stakeholder interviews3–4 sessions
Operational goals and constraints
Coordinator interviews5 participants
Scheduling, reassignment, workload
Liaison interviews5 participants
Prioritisation, visit context, documentation
Contextual inquiry4 observations
Observe real workflows
Workflow audit2–3 tools or sheets
Find fragmented processes
Usability testing6–8 participants
Validate core workflows
Two roles, one schedule
Thinks in facilities & workload
Care coordinator
Plans the weekly schedule, balances workload across facilities, assigns and reassigns liaisons, and watches pending and overdue visits.
Needs
One view of the whole week, fast filtering, safe changes
Fears
Missing an overdue visit or double-booking a liaison
- 1Review the week
- 2Assign staff
- 3Monitor visits
- 4Adjust conflicts
What we asked
- How do you plan a week?
- What do you check before assigning a liaison?
- How do you spot conflicts?
- What happens after a cancellation?
- How do you track overdue visits?
- What still needs manual coordination?
Thinks in patients & time
Clinical liaison
Visits patients across facilities. Needs to know who to see, who’s high risk, which provider is involved, and whether notes are done.
Needs
A short, prioritised list and quick status updates
Fears
Walking into a visit without the right context
- 1Prioritise patients
- 2Prepare context
- 3Visit
- 4Document the outcome
What we asked
- How do you choose which patient to see first?
- What do you need before a visit?
- How do you identify high-risk patients?
- How do you hear about schedule changes?
- How do you record a completed visit?
- What causes friction?
What we learned Preliminary
i
Roles see the week differently
Coordinators think in facilities and workload; liaisons think in patients and time.
Opportunity: role-specific views that share one scheduling source.
ii
Risk drives priority
Clinical urgency can matter more than the order visits were booked in.
Opportunity: visible risk and priority filters, without opening every record.
iii
Freshness matters
Changes to assignments and notes affect decisions in real time.
Opportunity: last-updated labels, sync states and reassignment alerts.
From research to design
Five insights, five design moves.
Care coordination depends on shared information, timely risk context and reliable follow-up (AHRQ). The direction: one shared system, with an experience tuned for each role.
01
Role-specific coordinator and liaison dashboards
InsightDifferent mental models
02
Conflict detection and safe reassignment
InsightScheduling changes create complexity
03
Risk indicators and priority filters
InsightRisk informs visit order
04
Clear updates and schedule-change alerts
InsightSchedules evolve
05
Simplified visit-status and note updates
InsightDocumentation closes the loop
03 · Exploration
Three ways to look at the same week.
Instead of one “perfect” schedule, we explored how each role naturally slices the week, and designed a view for each.
We weighed a pure calendar (great for time, poor for workload), a pure table (great for scanning, poor for time) and a hybrid. The answer was to let coordinators switch lenses: a calendar for time-based planning, and tables for facility and liaison workload.
Option A
Calendar only
Clear for time slots and clashes, but hard to compare workload across 40 facilities.
Not enough on its ownOption B
Table only
Fast to scan and filter, but loses the shape of the day and makes conflicts hard to see.
Not enough on its ownOption C
Switchable views
Liaison, provider and facility views, plus a calendar for scheduling. Each role gets the lens that fits the task.
ChosenFiltering, explored
With up to 40 facilities and hundreds of patients, filtering had to be powerful but forgiving. We explored a single search, simple dropdowns, and a filter modal; we landed on quick filters for common cases, a modal for advanced ones, and chips so applied filters are always visible.
04 · The key trade-off
Everything at once, or calm focus?
Coordinators wanted
Density
Every facility, every status, every liaison, visible without clicking.
Liaisons wanted
Focus
A short, prioritised list of patients, with nothing extra in the way.
Our call: design for the role, not the average.
Rather than one compromise screen, the product splits by role. Coordinators get dense, switchable planning views with KPI summaries; liaisons get “My assignments”, a focused list sorted around risk.
The cost: two experiences to design and maintain. We managed that with one shared design system (tables, chips, filters, status colours), so both feel like the same product while doing different jobs.
Second trade-off
Security
Patient data needs strong authentication.
…against
Speed
Busy clinical staff sign in often.
We made MFA mandatory but flexible: three methods, a recommended default (authenticator app), the option to pick a preferred method, and a “try another way” escape hatch.
05 · The solution
One product, built around each role.
Thirteen flows designed end to end. Switch to Long read for every flow, screen and edge case.
Thirteen flows, each mapped screen by screen with its edge cases: errors, empty results, expired links and conflicts.
Care coordinators
Plan & adjust the week
One view of every facility, and changes that don’t break the plan.
- 05Facility workload & weekly planning
- 06Filter & sort weekly view
- 07Weekly schedule & new assignment
- 08Reassign facilities (conflict & leave)
- 09Delete assignments
Clinical liaisons
Who to see, first
A short, risk-first list and quick status updates.
- 10Liaison’s assigned patients
- 11Filter & search patients
- 12Flag a visit & mark completed
Try it
Click through the real flows.
Eight flows from the final designs, screen for screen. Pick a flow, then click where the guide points. Turn the guided tour off to explore without hints, or use Next and the arrow keys.
primomd
Flow complete
Every screen is exported straight from the PrimoMD Figma file; the cursors visible in some screens are part of the original prototype. Names are sample data.
Flow · Secure access
Security that doesn’t get in the way.
Invited users finish setup in two short steps, and every error tells them exactly what to do next.
- 1A two-step setup with a stepper, so people always know where they are.
- 2Email, mobile number or an authenticator app: pick one or more.
- 3The authenticator app is recommended, with Google and Teams options.
123Flow · Weekly planning
The whole week, at a glance.
Coordinators get the same week three ways (by liaison, provider or facility) with the numbers that need attention up top.
- 1Liaison, provider and facility views of the same week.
- 2An “Updated” timestamp with refresh, so freshness is never a guess.
- 3KPI cards: facilities, scheduled, pending, overdue, not assigned, patients.
- 4Visit status per facility, colour-coded.
1234Flow · Scheduling
Assignments that bend, not break.
Leave and conflicts are part of every week, so changes are reviewed before they land and the reason travels with them.
- 1The new liaison is clearly marked.
- 2The reason for the change travels with the assignment.
- 3One review step before anything changes.
123Flow · The liaison’s day
Who to see, and who needs you first.
Liaisons open a list sorted by risk, expand a patient for everything they need, and record what happened without leaving the row.
- 1Risk score with its percentage, colour-coded.
- 2Expand a patient for history, notes and care planning.
- 3Flag the visit or mark it complete, right there.
12306 · Design decisions
The choices that shaped it.
01
Risk is visible in the list, not hidden in a record
High, medium and low with the percentage, colour-coded, so liaisons can prioritise without opening anything.
Why: the first decision of a liaison’s day is “who first?”, so that answer belongs on the first screen.
02
KPIs only shout when they need to
Pending and overdue cards change state when they’re above zero, and stay quiet otherwise.
Why: if everything is highlighted, nothing is. Alert colour is saved for real problems.
03
Always show how fresh the data is
An “Updated” timestamp with a refresh button sits on every planning view.
Why: coordinators act on the schedule in real time; they need to trust it before they change it.
04
Applied filters become chips
Every active filter shows as a removable chip, with show more / show less and reset.
Why: hidden filters are the main reason people think data is missing.
05
Explain conflicts before changing anything
Reassigning for leave or clashes shows the conflict first, then the fix.
Why: moving patient visits is high stakes; no silent changes.
06
Design every state, not just the happy path
Expired links, wrong codes, too many attempts, no results, empty states: all designed.
Why: in clinical tools, the edge cases are everyday cases.
07 · Validation
Checking it with the people who’d use it.
We reviewed the designs screen by screen with the client team, walking through key workflows and edge cases to check usability, scheduling efficiency and clarity.
The reviews focused on how coordinators assign and manage visits, how liaisons spot priority patients, and how both roles respond to schedule changes. Feedback pointed to ways to improve navigation, cut unnecessary steps and make critical information easier to reach.
MethodClient design reviews & workflow walkthroughs
Screen-by-screen reviews covering scheduling, visit management and edge cases.
ParticipantsClient stakeholders & product team
Collaborative reviews with project stakeholders. Testing with end users is the next step.
What changedClearer priorities & streamlined workflows
Proposed refinements to risk visibility, schedule changes and visit-status updates.
WorkflowWhat we checkedDesign refinement
Weekly schedulingAssignments, workload and conflictsClearer schedule hierarchy
Patient prioritisationSpotting high-risk patientsMore prominent risk indicators
Visit reassignmentSchedule changes and conflictsBetter reassignment feedback
Visit completionUpdating visit status and notesSimpler status-update flow
08 · Outcomes
What we delivered.
A care coordination platform that simplifies scheduling, makes patient visits easier to see, and supports two distinct healthcare workflows on one scalable foundation.
13end-to-end flowsDesigned and handed off, covering scheduling, patient visits, authentication and exceptions.
3planning viewsFor coordinators to manage schedules, facility workloads and visit assignments.
3MFA methodsWith recovery paths to support secure account access.
1shared design systemConsistent components and interaction patterns across both roles.
Outcome summary
Scheduling, visit management and patient prioritisation now live in one structured experience. Coordinators manage workloads, liaisons reach the patient information they need, and a shared design system keeps it consistent as it grows.
Designed to reduce scheduling complexity, surface high-priority visits and make critical patient information easier to reach.Impact metrics to track
To be added once verified with product analytics or client feedback.
01Scheduling efficiency
Less average weekly planning time
02Operational accuracy
Fewer missed or double-booked visits
03Task efficiency
Time to find and assign priority visits
04User adoption
% of coordinators and liaisons active
05Usability
Task completion and satisfaction
The four numbers above describe design scope, not measured business impact.
09 · Reflection
What I’d tell my past self.
Designing a care coordination platform reinforced that good UX isn’t just simpler screens. It’s understanding how different roles make decisions, carry responsibilities and depend on accurate information through their day.
01
Design for the role, not the average user.
Coordinators and liaisons work with the same information but very different priorities. Designing around each workflow made both experiences clearer than one shared interface could.
02
Edge cases deserve as much attention as primary flows.
Scheduling conflicts, overdue visits, expired links and sign-in errors shape usability and trust. Mapping them early made the patterns more complete and resilient.
03
Design decisions need measurable outcomes.
Polished screens are only part of the job. Success metrics like scheduling efficiency, task completion and fewer errors connect design to real operational gains.
If I did it again
I’d bring usability testing and success metrics in earlier, to validate assumptions sooner, prioritise by real behaviour, and tie design decisions to measurable outcomes.
Design system
Calm colours for clinical work.
Built on DM Sans, a deep blue primary and a bright cyan secondary, with clear success, error and toast colours for status.
Primary · Deep Blue
Secondary · Bright Cyan
Status · Success, error & toast
Typography
DM Sans across headlines, body, captions and links.
Grid & icons
A consistent grid and Phosphor icons keep dense tables aligned.
Components
InputsDropdownsRadioCheckboxButtonsStepperToastTable & cellsBreadcrumbChipsTabsLoaderSearchTooltipCalendarCardsHeader