Disconnected systems killing workflow efficiency
HealthCare Partners is the largest physician-owned and led IPA in the Northeast, serving over 175,000 members across Commercial, Medicare, and Medicaid plans. Their existing system — cobbled together with third-party tools like Pulse8 — created a deeply fragmented experience for both physicians and their staff.
Users were forced to navigate multiple platforms just to identify gaps in patient care. The lack of integration created manual overhead, duplicate data entry, and constant context-switching. The result was frustrated providers, slower gap closure rates, and revenue left on the table.
Physicians shouldn't need three platforms to do one job. The goal was one portal, zero friction — built to scale with HCP's growth.
Research-led, iterative, collaborative
I led the full discovery and design process — working closely with HCP's clinical and operations teams to understand how physicians, office admins, and care coordinators actually worked day-to-day.
Three roles, one unified platform
The portal needed to serve very different users simultaneously — from physicians reviewing patient gaps to office admins managing team access. Each persona had distinct needs that had to be balanced without adding complexity.
Mapping the admin approval journey
One of the most critical flows was the new user onboarding process — previously handled entirely by email and paper forms. I mapped the full portal admin journey to design a seamless digital approval workflow.
Approve/Decline Request — Portal Admin Side User Flow
Testing structure before polish
I built wireframes across all key portal views — iterating quickly with HCP stakeholders before committing to high-fidelity design. The wireframes focused on information hierarchy, navigation clarity, and reducing clicks to key actions.
Members — Member Profile (Wireframe)
Incentive Plan — Wireframe
Users — Edit Success State (Wireframe)
One unified platform, built to scale
The MVP integrated with Pulse8 for healthcare analytics while establishing the foundation for a fully proprietary platform. The portal was designed to phase out third-party tools over time — replacing them with purpose-built features that fit HCP's specific workflows.
Key design decisions included a role-based dashboard that surfaced the most relevant information for each user type, a streamlined incentive plan view that made gap-closure opportunities immediately visible, and an intuitive user management system that eliminated the paper-based onboarding process entirely.
I also designed contextual help and validation throughout the platform — reducing errors and cutting the support burden on HCP's operations team.
Clean, clinical, and conversion-focused
Portal Landing Page — Final UI
Dashboard — Office Admin View — Final UI
HCP Portal — Requests View — Final UI
Measurable impact from day one
The new platform successfully onboarded a significantly higher number of physicians and patients in its first months — directly contributing to a 20% increase in revenue for HealthCare Partners. The elimination of paper-based processes reduced onboarding time and support tickets, while the unified dashboard gave providers the clarity they needed to close care gaps faster.