← All work

Flagship case study · Healthcare SaaS · 340B

Seven tools. One obvious product.

PharmaForce is a B2B healthcare SaaS platform for the 340B Drug Pricing Program. Powerful backend, fragmented experience. I led the redesign of the whole ecosystem.

01 · Context & business problem

Support had become the UX layer.

Claims, compliance audits, reconciliation, contract pharmacy workflows, each in its own tool, with its own rules. Users paid the tax.

  • Inconsistent everything. Buttons, tables, and layouts changed between modules, so users re-learned the product seven times.
  • Cognitive overload. Dense multi-tab forms demanded memorization in compliance-critical tasks.
  • No guidance, no feedback. No onboarding, no contextual help, no real-time confirmations.
  • Humans as the patch. Account managers walked users through basic tasks. Support was compensating for design.

02 · My role & constraints

Senior UX Designer, ecosystem-wide.

I owned UX strategy and the design system across the suite.

  • Compliance could not bend. Every redesigned flow had to keep full auditability.
  • Analysts wanted density. “Simplified” views tested worse. Trust lives in the detail.
  • Teams shipped in parallel. Multiple product teams needed one source of truth, immediately.

03 · Research & process

Empathy first, then a foundation that scales.

User research came first: interviews with pharmacists, analysts, and account managers, and journeys mapped across all seven tools with the cross-functional teams who ship them. Two principles governed every screen: “What am I doing?” and “What’s next?” must always have answers.

Research artifacts: handwritten interview notes, a remote research session, and early component sheets
The receipts: interview notebooks, session captures, early component inventories.

04 · Testing & iteration

Tested, walked through, audited, then iterated.

Two rounds of usability testing, a heuristic evaluation, stakeholder walkthroughs, and a full accessibility audit kept the redesign honest.

62% → 94% task success (round 1) ↓55% error clicks 25 heuristic violations found · 90% fixed pre-beta 98% dashboard task success post-launch 0 critical defects at deployment

05 · Results

The outcomes, as measured.

One library, seven products. Every number below is from the study.

User satisfaction (out of 10)

Before 5.6
After 8.8

Support tickets per week

Before 65
After 39

Task completion time

Before 6:40
After 3:26

Onboarding & training

Before 12 h
After 5 h
5 → 1–2 QA rounds per feature 2 → 5 features shipped monthly 95% component reuse 2 enterprise accounts won on UX

06 · What I would do differently

Start the feedback loop on day one.

The in-app feedback widget and weekly UX-support syncs arrived after launch, and immediately paid for themselves (navigation tickets fell 60% in two months once support themes were mined weekly). Next time, that loop ships with the first release, not after it.