SaaS Enterprise Design Strategy

Leading the User Experience Design for ShiftWise™, an Automated Staff Management Solution for Healthcare Organizations

Role

UX Lead

Industry

Healthcare

Duration

3 years

Overview

Led the end-to-end user experience strategy for ShiftWise™, an AMN product and a digital workforce management platform used by healthcare organizations across the U.S. Over a 3-year engagement, and helped transform the platform’s order creation, staffing, and scheduling workflows—aligning design with compliance, scalability, and user needs.

“You are the pillar of design on ShiftWise. Anything design-related, I’d come to you.”
— Director, Product Management

Roles and Responsibilities

Leadership: Directed UX strategy, ensuring alignment with business goals and user needs.
Research: Oversaw user research initiatives to gather insights on pain points and requirements.
Design Facilitation: Led brainstorming sessions, wireframing workshops, and design critiques.
Stakeholder Communication: Bridged the gap between technical teams, business leaders, and end-users.
Process Optimization: Introduced agile methodologies to streamline workflows and improve collaboration.

Stakeholders & Target Users

Target Users

Healthcare Administrators – Manage staffing, compliance, and resource allocation
Clinicians – Nurses and doctors managing schedules and shifts
Staffing Agencies – Fill vacancies and coordinate with healthcare facilities

Stakeholders

C-Suite Executives (CNOs, COOs)
IT & Technical Teams
Subject Matter Experts (SMEs)
Product Owners & Managers

Overview

“You are the pillar of design on ShiftWise. Anything design-related, I’d come to you.”
— Director, Product Management

Roles and Responsibilities

Leadership: Directed UX strategy, ensuring alignment with business goals and user needs.
Research: Oversaw user research initiatives to gather insights on pain points and requirements.
Design Facilitation: Led brainstorming sessions, wireframing workshops, and design critiques.
Stakeholder Communication: Bridged the gap between technical teams, business leaders, and end-users.
Process Optimization: Introduced agile methodologies to streamline workflows and improve collaboration.

Stakeholders & Target Users

Target Users

Healthcare Administrators – Manage staffing, compliance, and resource allocation
Clinicians – Nurses and doctors managing schedules and shifts
Staffing Agencies – Fill vacancies and coordinate with healthcare facilities

Stakeholders

C-Suite Executives (CNOs, COOs)
IT & Technical Teams
Subject Matter Experts (SMEs)
Product Owners & Managers

Research & Discovery

Designed a multi-phase research strategy combining interviews, surveys, and ethnographic studies
Conducted discovery sessions across departments: Order Management, Staff Management, Billing, Admin
Created affinity maps, user flows, and information architecture to guide design
Facilitated cross-functional workshops and research readouts to align teams
Advocated for user needs throughout shifting priorities and MVP planning

Key Challenges & Solutions

Challenge	Solution
Compliance & Regulation	Embedded business rules into flows with SMEs Designed alerts for credential expirations
Diverse User Needs	Created role-specific workflows and templates Mapped journeys to uncover pain points
Scalability & Consistency	Built and maintained a centralized design system Migrated from Adobe XD to Figma for better collaboration
Team Leadership & Agility	Led a team of 4 designers, 10+ developers, and PMs Introduced agile rituals, flexible workflows, and design critiques Improved delivery speed by 25% and team productivity by 30%

Design Execution

Delivered interactive prototypes, high-fidelity specs, and design QA
Created a self-service experience for managing orders, credentials, and timeslips
Integrated accessibility standards and ensured platform-wide consistency
Presented concepts to stakeholders and iterated based on feedback

Implementation & Impact

Collaborated closely with dev teams to ensure smooth handoff and execution
Conducted post-launch monitoring and scoped improvements
Organized feature showcases and stakeholder demos

Results

40% Growth in optimized flows and platform adoption
30% Boost in team productivity
25% Faster project delivery
80% Increase in task clarity and design team efficiency
Industry Recognition as a leading healthcare workforce solution

Reflection

This project demonstrated the power of strategic UX leadership in a complex, compliance-driven environment. By embedding user-centered design into every layer of the product lifecycle, we delivered a platform that not only met business goals—but elevated the experience for every user.