Health Hug—Care Coordinator Experience

Designing a Clear, Actionable Workflow for Clinicians Managing Pediatric Care


The Challenge

Care coordinators supporting children with chronic conditions often worked across multiple systems while coordinating care for entire families.

Unlike traditional adult care management, pediatric care required balancing medical, social, educational, and family needs simultaneously.

What We Learned

The problem wasn't documentation. The problem was fragmentation

  • Confidence
  • Clarity
  • Emotional Support

Beyond Documentation

How do we make care coordination feel human, connected, and manageable?

Reframing the problem

At first, it looked like a data problem. But the deeper issue was human: care managers were drowning in tools that didn’t reflect how care actually happens.

We reframed our design question from:

“How do we track care?”

to

“How do we make care coordination feel human, connected, and manageable?”

That shift helped us prioritize clarity, flexibility, and trust as our design principles.

Showing both care manager and parent perspectives reveals how design decisions affect each side of the care relationship—and where their needs intersect or diverge


Care Manager Persona

We also looked at the emotional layer: families who felt lost in the maze of specialists, medications, and scheduling


Care Giver/Parent Persona

Designing Around Real Work

Ensuring user voices were central to brainstorming.

Prototyping for Clarity and Connection

Created and tested multiple layouts for the Care Plan view—exploring how information could surface naturally during real-time calls with families. Each iteration focused on reducing cognitive load and supporting conversation flow.

Each round of testing brought us closer to an experience that felt less like software and more like support.

Mapped how information and actions move between people and tools, highlighting real-world friction points.

illustration of a flow model as decided upon by design team
We refined the "zones of work" within the care plan and gradually worked our way toward organizing the whole in greater detail.

refining the zones of work within the care plan before adding detail

The Result

The Care Plan became the first production module in the platform and established the foundation for future releases.

Care plan in context of entire patient record with ‘dashboard’ showing immediate needs and updates

care plan summary screen highlighting changes to patient chart
Detail of Care plan showing latest vitals readings from remote patient monitoring
sample of care plan showing vitals readings

The Care Plan launched successfully and quickly proved the value of a human-centered approach:


  • Simplified workflows reduced redundant data entry and improved documentation accuracy
  • Modular, intuitive layout allowed faster updates during calls and follow-ups
  • Positive pilot feedback from care managers, who described the experience as “streamlined, clear, and finally made for how we actually work.”