Industry
Health
Employer
Alinea Health
Time Invested
4 months
Alinea Backops – Scaling Care Operations Through an Integrated Internal Platform
BackOps, SaaS, Stakeholder Management
How I led the end-to-end design of a back operations platform that supports a B2E SaaS product, over 4 months from creation to evolution, replacing a fragmented low-code-based system with a scalable solution that enabled CX and care teams to handle 3x client volume without operational bottlenecks.
Outcome
3x
operational capacity without proportional headcount increase
75%
reduction in average task completion time for care teams
40%
decrease in internal support tickets related to system friction
Context / Problem
Alinea Health is a B2E health-tech in PMF validation, backed by Founders Fund and General Catalyst. Alinea's care operations ran on a low-code-based system with medical appointment forms, scheduling management, and request handling that couldn't scale. As the company grew from early adopters to enterprise clients, CX and care teams (concierges, nurses, doctors) faced poor UX, fragmented tooling across different systems, manual data entry creating errors, and workflows that required adding headcount proportionally to client growth: operationally unsustainable.
My Role
Senior Product Designer leading end-to-end: conducted problem and solution discovery through stakeholder interviews, feature table and observational research, defined information architecture and core workflows with PM and engineering, created user flows, wireframes, interactive prototypes and high-fidelity UI, collaborated cross-functionally with clinical, CX and technical stakeholders. Maintained strategic partnership with CX team (concierges) as primary source of real-time member insights. Mentored junior designer on UI execution and design QA processes. Established design and writing patterns reused across internal tools, mobile app and WhatsApp bot.
Discovery
Throughout the 4-month period, conducted +50 interviews with care team members. Analyzed task completion times and error rates via Metabase. Mapped stakeholder interactions via Service Blueprint and used User Story Mapping to prioritize physicians' core tasks for rapid medical record completion. Built feature comparison table benchmarking similar tools. Key insight: Physicians had strong aversion to process and tool changes — any learning curve compromised care quality during appointments. Strategic design decision: base V1 interface on familiar external EMR patterns (Prontmed, iClinic) that physicians already used, then progressively introduce Alinea-specific features (e.g., member health goals tracking) in later iterations.
Solution
Designed doctors-centric information architecture with medical appointment forms and member records integrated with WhatsApp bot and mobile app. Created interactive prototypes validated through usability testing with all 7 care team members (concierges, nurses, doctors). Key features: Unified member profile (360° view consolidating health history, appointments, and CX team requests), creation and management of exam requests and specialist appointments, integration with external prescription APIs (Mevo and Memed), integrated scheduling synced across WhatsApp bot and mobile app, automated reminders. Adoption strategy: Progressive onboarding with detailed documentation and training for each iteration release. Pre and post-launch monitoring ensured physician satisfaction and task efficiency with each new feature rollout. Conducted design QA during sprints and created onboarding documentation for rollout.
Alinea Backops in its low-code version, with limited experience and scalability. Then, one among the several user flows created, along with screenshots of the clinical medical record and the member request-management system. Solutions that improved satisfaction and efficiency for our concierge and clinical teams.
