Care Manager — Designing a Unified, Intelligent Program Management Platform
Building an end-to-end system that empowers care managers to create, test, and manage healthcare programs with clarity, flexibility, and data-driven intelligence.
Overview
Care Manager is an intelligent healthcare management platform designed from scratch to empower care managers to efficiently create, test, and monitor healthcare programs — all within one unified, data-driven system.
The goal was to eliminate fragmented workflows and simplify patient management through clear visualization, flexible configurations, and an intuitive user experience.
Project Details
Collaboration Overview
Role
UX Designer
Duration
4 months
Team
2 UX Designers
Collaborators
1 Product Manager, Development Team, Stake holders
Problem
Before the Care Manager platform, care managers relied on disconnected tools and manual processes to identify eligible members and create care programs.
Limited Comparison
There was no simple way to compare or evaluate programs, leading to slower and less informed decisions.
Fragmented Experience
Managing multiple tools caused confusion and inefficiency — highlighting the need for one unified, intuitive platform.
Poor Visualization
Data was cluttered and difficult to interpret, making it hard for users to extract meaningful insights.
Background
The vision was to create a single, integrated system that could:
  • Identify members eligible for specific programs.
  • Allow flexible program creation and modification.
  • Support deep analysis and comparison — all in one interface.
"The first essential task was to plan for a more intuitive and enjoyable experience that makes complex data simple to act on."
Project Plan
A strategic UX plan was developed to ensure design clarity, alignment, and measurable outcomes.
Objectives
01
Define a clear vision and user-centered goals for program management.
02
Simplify workflows to reduce manual effort.
03
Build an information architecture supporting collaboration and analytics.
04
Establish a scalable design system for future modules.
Discovery
Through stakeholder interviews, process audits, and competitive analysis, we identified key needs and opportunities:
A plug-and-play environment that automatically identifies members' conditions, acuity levels, and risk scores.
Flexibility for care managers to create or modify programs with minimal technical input.
The ability to test and compare programs to determine effectiveness.
Support for custom parameters and model scores for better accuracy.
A mind map was created to visualize relationships between program setup, member data, and analytical tools.
Define & Ideate
Key User Challenges
Complex Data Handling
Large datasets were difficult to interpret, slowing decision-making and reducing clarity.
Unclear Program Setup
Users lacked guidance during program creation, leading to confusion and errors.
Slow Member Identification
Finding eligible members took excessive time due to manual, repetitive steps.
Condition Categorization Issues
Care managers struggled to group and evaluate conditions effectively.
Inefficient Member Integration
Adding members into programs was cumbersome and disrupted workflow efficiency.
Affinity map
An affinity map was created to group insights and reveal recurring pain points.
User Flow & Information Architecture
User Flow
To ensure clarity and efficiency, four primary pathways were defined:
Tailored Dashboard Access
Quick overview of key insights and member data.
Program Creation & Viewing
Guided setup and flexible editing.
Program Analysis
Deep insights into performance and engagement.
Program Comparison
Side-by-side evaluation to identify overlaps or gaps.
Information Architecture
The IA was structured around the four workflows, ensuring smooth navigation between program creation, analysis, and comparison. It emphasized data visibility, collaboration, and scalability.
Design Iteration
Strategic Design Choices
Card-Based Data Visualization
Cards presented data summaries and comparisons at a glance, making complex information more readable and actionable.
Line Graphs for Trends
Line graphs displayed performance over time and revealed correlations between variables, improving analytical insights.
Simplified Rule Builder
The Rule Builder was redesigned for clarity and control — allowing users to:
  • Create new rules visually.
  • Define parameters and exclusions.
  • Preview results instantly before saving.
Final Design
Insights were translated into high-fidelity wireframes and prototypes, focusing on clarity, hierarchy, and accessibility.
Design Highlights:
  • Clean, intuitive layouts.
  • Consistent navigation across modules.
  • Visual analytics through cards and graphs.
  • Scalable, accessible component library.
Outcome & Impact
The redesigned Care Manager platform achieved measurable improvements:
  • Higher adoption rates due to simplified workflows.
  • Improved data visibility and faster decision-making.
  • Scalable design framework for future program enhancements.
"Designing Care Manager reaffirmed that even in data-heavy healthcare systems, simplicity and empathy can transform complexity into clarity."
Explore the Care Manager Prototype
Made with