Redesigning Compliance for NYC Health Ops
The Challenge
NYC Health Operations was struggling with outdated PDFs and paper-based processes that made it hard for staff to stay compliant. Documentation errors were common, audits were stressful, and hours were lost each week correcting avoidable mistakes.
My Role
I led UX strategy and design for this internal tool from the ground up. My responsibilities included stakeholder interviews, mapping the end-to-end user flow, and designing a digital system that ensured compliance while remaining intuitive for time-strapped coordinators.
What Users Told Us
“There’s no way to know if I’m missing something unless someone audits it.”
UX Strategy
We needed to build a product that felt safe, smart, and effortless especially for exhausted case managers who were juggling dozens of families at once. The system had to gently guide them, flag missing pieces in real time, and remove the guesswork from compliance.
- ✔️ Smart checklists that walk users through each note
- ✔️ Real-time alerts for missing follow-ups
- ✔️ Templates pre-organized by service type and visit goal
Results
↓72% documentation errors
↑ Team confidence in recordkeeping
↓ 2 hours/week saved per coordinator
Reflection
This project taught me how to bridge two things that are often at odds: logic and empathy. By designing a system that supported overworked staff while quietly enforcing rules in the background, we helped reduce stress and risk at the same time.
See It in Action
Explore selected screens and flows below:
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