TimeDoc Health—Designing for Non-Linear Care Conversations

Improving usability, accessibility, and efficiency by restructuring how users navigate and interact with complex clinical information.


The Challenge

Care coordinators were trying to conduct complex patient conversations while navigating a system that assumed a linear workflow.

Insight

Care coordinators didn’t work in linear workflows. Patient conversations moved across medications, events, risks, and documentation, so we redesigned the platform around how care actually unfolded.

What We Learned

Cognitive Overload

Information existed, but users couldn’t find it when they needed it.

Conversations Were Non-Linear

Patient needs shifted quickly across topics, tasks, and documentation.

Workarounds Were Everywhere

Paper notes, memory, and unofficial tool use filled system gaps.

Designing Around Real Work

Workflow Mapping

Mapped care coordinators’ calls to identify confusion, redundant actions, and moments where users lost context.

current and ideal journey maps

Behavioral Validation

Used FullStory click data and follow-up interviews to find where repetitive scrolling and underused features were slowing work down.

bar graphs depicting user clicks on side navigation by quantity of clicks and by segment

Prototype Testing

Tested realistic interaction models before build, validating new flows and surfacing usability issues early.

screen sample of a new patient home page designed to look more like a dashboard

Designed for Real Conversations

Event Manager

Problem: Timeline views made patient history difficult to scan.

before view of patient timeline showing long horizontal bar

Solution: Replaced timelines with glanceable summaries that surfaced key events.

image of patient events manager that allows user to see all patient history at a glance

Medication Manager

Problem: Medication adherence and dosage management were tangled together.

sample of previous med manager that conflated functionality

Solution: Separated workflows and added searchable navigation for faster review..

sample of new med manager that clarifies functionality

Patient Record Dashboard

Problem: Critical information was scattered across the interface.

Solution: Brought priorities, alerts, and actions into a single overview.

image of redesigned dashboard

Impact

  • Accessibility addressed: Redesigned workflows to support visual and motor impairments, ensuring usability across diverse user needs in a high-volume environment.
  • Efficiency gained: Reduced call time by ~5 minutes per interaction, enabling each coordinator to support at least two additional patients daily.
  • Usability uplifted: SUS scores increased consistently across redesigned features, reflecting clearer navigation and reduced cognitive load.
  • User trust rebuilt: Coordinators described updates as “what I’ve been asking for for years,” signaling stronger alignment between the system and real-world needs