The operating problem
Patients received accurate information in disconnected messages. The burden was reconstructing order, ownership, and timing while also managing health concerns.
The design decision was documented with its evidence, known limitation, and owner. That record helped product, operational, and communications teams review the same system without collapsing different concerns into taste.
The system
We organized communication around five durable questions: what happens next, when, where, what to bring, and who to contact. Status language distinguishes required action from optional guidance.
The design decision was documented with its evidence, known limitation, and owner. That record helped product, operational, and communications teams review the same system without collapsing different concerns into taste.
Safety and accessibility
Clinical teams approved terminology and escalation language. Prototypes were reviewed at 200% zoom, with keyboard navigation, screen readers, low vision simulations, and translated-content expansion.
The design decision was documented with its evidence, known limitation, and owner. That record helped product, operational, and communications teams review the same system without collapsing different concerns into taste.
Implementation
Templates cover referral, preparation, rescheduling, arrival, results, and follow-up. Governance identifies the owner, source, review date, and fallback channel for every message.
The design decision was documented with its evidence, known limitation, and owner. That record helped product, operational, and communications teams review the same system without collapsing different concerns into taste.
What the team received
Working prototypes, a tested content model, reusable components, production specifications, an accessibility checklist, and a ninety-minute implementation workshop. Project names and visuals are representative studio studies; they illustrate methods without claiming endorsement by a named institution.