MyCareteam
Simplifying care coordination for patients and providers

MyCareteam is a digital care coordination platform designed for patients living with chronic conditions — such as heart failure, diabetes, and COPD — connecting them with their extended care team (doctors, nurses, dietitians, physiotherapists) in one unified place.

The platform had grown organically over several years, accumulating features that felt disconnected. Patients were overwhelmed. Clinicians found it hard to get a clear snapshot of a patient's status. The task was to rethink the experience from the ground up — guided by evidence, shaped by empathy, and constrained by the real-world workflows of both patients and providers.

Users — many of them older adults managing multiple medications, appointments, and health goals — were abandoning tasks halfway. The information architecture had no clear hierarchy. Notifications were undifferentiated. The care team directory was buried three levels deep.

For clinicians, the provider-side view lacked the at-a-glance summaries needed to triage patient messages quickly. The result was delays in care communication and increased administrative burden for nursing staff.

A mixed-methods research sprint ran for six weeks — combining remote moderated usability sessions, contextual inquiry visits to a cardiac rehabilitation clinic, diary studies with patients, and structured interviews with clinical staff.

Three primary personas emerged: the Self-Managing Patient (tech-comfortable, high engagement), the Supported Patient (relies on a family member as proxy user), and the Clinical Coordinator (manages 30–80 patients, needs triage and status tools). All design decisions were weighted against these three lenses.

The redesign centred on a single principle: reduce the number of decisions a patient must make per session. Every screen was evaluated against that frame. Navigation was restructured around four primary destinations — Dashboard, My Team, Goals, and Messages — each with a clear, singular purpose.

For providers, a new Coordinator View introduced a patient roster with at-a-glance status indicators, message triage queue, and flagging for abnormal vitals — surfacing what mattered without requiring a full chart review.

The redesigned platform launched to a phased rollout across three partner hospitals and a general patient cohort. Usability testing post-launch showed statistically significant improvements across all tracked metrics.

Healthcare UX demands a level of precision — and humility — that is rare in other domains. Users are sometimes anxious, often fatigued, and always operating within real clinical and emotional stakes. Design decisions here carry weight beyond aesthetics.

The most valuable thing I did on this project was not a wireframe — it was spending a day shadowing a cardiac nurse coordinator as she worked through her patient list. That single session reframed every assumption I had brought into the project and produced better design decisions than any workshop could have.

If I were to do this again, I would push for a permanent patient advisory panel rather than point-in-time research cohorts. Longitudinal voices would help catch regression and surface emerging needs as conditions change over time.