Virtual Disability Management
Generating trust through design
June 2021 – September 2021
Adobe XD, Figma, Miro, Balsamiq
!Disclaimer!
Due to confidentiality, I can’t share too many designs from this project, so this study is mostly text.
My Role
As the primary UX Designer, I led the UX transformation under the guidance of the Senior UX Manager. My responsibilities included:
Conducting user research to define pain points and user needs.
Restructuring information architecture for improved navigation.
Integrating TELUS Health’s new design system into the platform.
Creating wireframes, prototypes, and leading usability testing.
The Problem
TELUS Health provides virtual health solutions for businesses and insurance companies. Care Pathways, their virtual disability management platform, supports mental health progress by allowing care advocates to create detailed programs, clinicians to track patient progress, and insurers to stay informed.
However, both the clinician- and patient-facing interfaces had significant UX and UI challenges:
Rigid workflows that didn’t accommodate users' unpredictable schedules.
Poor information hierarchy, requiring multiple steps to access critical actions.
Lack of trust in the platform due to an inconsistent and outdated UI.
Limited guidance, forcing users to rely on training rather than intuitive design.
The platform required a complete UX transformation and UI rebrand to enhance flexibility, reliability, usability, and accessibility.
!spoiler!
The Outcome
Through thoughtful UX and UI transformation, we:
Reduced cognitive load by simplifying workflows and improving hierarchy.
Reduced time-on-task for common actions.
Increased user confidence, leading to greater adoption of the platform.
The Result
A trustworthy, accessible, and intuitive virtual health platform that empowers care advocates, clinicians, and patients to focus on what matters most—effective care.
The Journey
1. Discovery & Research
Goal: Understand user pain points and define key requirements.
Actions:
Defined three core user types (clinicians, care advocates, patients).
Conducted user interviews with clinicians and care advocates.
Analyzed existing workflows and usability challenges.
Key Findings:
Flexibility: Users needed to pause, reschedule, or get reminders for tasks—features that were missing in the original platform.
Reliability: Inconsistent UI created trust issues—users feared data loss or accidental leaks. Clearer access controls and visual indicators were needed.
Hierarchy: Users had to take too many steps to reach key information. A more intuitive structure was essential.
Support & Guidance: Poor UI and ambiguous copy forced users to memorize workflows rather than discover features organically. Guided actions and clear labels were necessary.
2. Design System Integration
Goal: Ensure the platform aligned with TELUS Health’s new design system while maintaining usability.
Actions:
Worked closely with design system designers to adapt brand colors, typography, and iconography.
Balanced aesthetics with functionality, ensuring accessibility and clarity.
Impact: A consistent, intuitive UI that reinforced user trust and improved usability.
3. Ideation & Prototyping
Goal: Create a structured, accessible, and flexible interface.
Actions:
Developed low-fidelity wireframes in Balsamiq for quick iteration with stakeholders.
Built interactive prototypes in Figma to refine user flows and task efficiency.
Collaborated with developers, clinicians, and copywriters to ensure feasibility.
4. Usability Testing & Iteration
Goal: Validate the new design and refine based on user behavior.
Participants: 12 internal testers (varied age groups) who had never used the platform before.
Method: Task-based usability testing—users completed three tasks while being recorded.
Key Findings & Adjustments:
Content & Copy: Bureaucratic language made users feel intimidated. We simplified the copy for a more approachable tone.
CTA Design: Users, especially older ones, struggled with text links. Pill-shaped or rectangular buttons improved usability.
Entry Points: Users accessed actions in different ways based on their habits and age groups. We introduced multiple access points while ensuring a clear primary path to avoid confusion.