Mapping the future of healthcare operations

UX Strategy • Workflow Mapping • Stakeholder Workshops • Service Design • Experience Strategy • Executive Presentations • Creative Direction

THE CHALLENGE

Walmart Health had ambitious plans to expand its health center footprint, but the systems supporting those centers weren’t designed to scale together.

Different vendors, technologies, operational processes, and sources of data created disconnected experiences across areas including practice management, revenue cycle management, ancillary services, and patient identity.

Before proposing new technology, we needed to understand how the organization actually worked.

MAPPING THE CURRENT STATE

Over several months, our team worked with stakeholders across Walmart Health to document existing operational workflows.

I owned the workflow documentation and presentation process, facilitated working sessions with stakeholders, and helped teams unpack complicated processes step by step, identifying handoffs, dependencies, friction points, gaps, and opportunities along the way.

The resulting workflow maps gave teams a shared view of systems and processes that had previously been understood primarily within individual functions.

DESIGNING THE IDEAL STATE

Working collaboratively with stakeholders, we explored ideal-state workflows that simplified processes, reduced unnecessary handoffs, improved access to information, and created a more cohesive experience across the organization.

I translated those conversations into visual workflows, UX recommendations, and strategic presentations that allowed stakeholders to react to tangible models rather than abstract requirements.

That process also surfaced opportunities where better-designed digital experiences could remove operational friction for both employees and patients.

FROM WORKFLOW STRATEGY TO EXPERIENCE VISION

As the workflow engagement progressed, I led the ISBX creative team in translating what we’d learned into a broader UX vision for Walmart Health.

We developed concepts showing how redesigned digital experiences could support the future-state workflows and presented those ideas to Walmart’s executive team as a potential next phase of the engagement.

The engagement demonstrated the value of design well before pixels or prototypes: using workflow mapping, facilitation, and visualization to help a large organization understand a complicated system and align around what it could become.

AGENCY: ISBX | CONVERGENCE GROUP | SCALEHEALTH
CREATIVE DIRECTOR AND UX LEAD: Steve Sigler
SENIOR DESIGNERS: Raymund DeQuiros, Michael Gladstone
DESIGNER: Timothy Tsang