Upperside Digital
Digital strategist with cross-channel skills, battle-tested by global brands. From socials to search or SEO, I’ve got it covered.
SaaS
Transformation
Role
Product Designer
Timeline
8 weeks
team
2 Enginners, 1 PM, me
Where
Web
The Real Problem
Therapists at Meridian Health were documenting 3-5 client sessions daily. Each one meant clicking through 12 different screens, re-entering the same information multiple times, and hoping nothing crashed before they finished. People were losing work, getting disoriented, and spending 15-20 minutes per note when they had clients waiting.
But here's what made it worse: the interface gave no indication of progress. Therapists would finish what felt like the last screen, only to discover three more hidden steps. The 'back' button sometimes saved your work and sometimes didn't. There was no auto-save, so one accidental click could erase 15 minutes of careful documentation.
The feedback we got was pointed:
'I genuinely don't know if I'm done or if there are more screens hiding somewhere.'
'I've lost the same note three times this week.'
'Why am I entering the session date in four different places?'
The underlying issue wasn't just bad UI—it was that nobody had ever looked at the complete journey. Each screen had been built separately over time, and they'd never been stitched into a coherent experience.
Finding the Fix
I started by mapping the entire 12-screen flow—not just the UI, but how data moved between screens, where duplication happened, and where people got stuck. After analyzing support tickets and survey responses, three problems stood out:
No sense of progress. People couldn't tell where they were or what was left.
No safety net. One wrong click and your work vanished.
Clunky information architecture. Screens were organized by database structure, not by how therapists actually think about documentation.
The clinical directors I interviewed described session notes as 'telling the story of what happened'—context, observations, interventions, next steps. But the interface chopped that story into arbitrary fragments.
So I focused on three fixes:
A progress indicator that showed completed sections, current section, and what's remaining—always visible, always clear.
Auto-save with real feedback. Not just saving in the background, but showing therapists exactly when their work was protected.
Consolidating screens from 12 to 7 by grouping related information the way therapists actually think about it, not the way the database happened to be structured.
All achievable within our constraints. No backend overhaul required.
BEHIND THE CURTAINS
A quick deep-dive into how I build, scale and deliver measurable results