CHG Healthcare, a leading healthcare staffing firm based in Salt Lake City, specializes in placing physicians, nurses, and medical technicians in temporary and permanent roles. This project focused on their physician staffing portal, a critical tool for onboarding locum tenens (temporary) physicians. The portal was designed to streamline the credentialing and vetting process, ensuring qualified physicians could quickly begin assignments. However, the existing system was cumbersome, creating friction in the user experience and slowing down the onboarding process. CHG sought to modernize the portal, enhance the physician experience, and maintain their reputation for premium, white-glove service.
Revolutionizing Onboarding for Traveling Locum Tenens
CHG Healthcare
The Client Project
The Challenge
CHG faced a dual challenge: improving the physician onboarding experience while maintaining rigorous credentialing standards. The existing portal required physicians to complete a lengthy, multi-step process in one sitting, leading to drop-offs and inefficiencies. Additionally, communication with physicians was fragmented, relying heavily on email for travel and assignment details. CHG also faced competition from newer, tech-savvy staffing firms offering higher pay but less support. The goal was to create a seamless, digital-first experience that reinforced CHG’s premium brand while addressing physician pain points and internal operational needs.
The Solution
We employed a design thinking approach, conducting stakeholder interviews, physician focus groups, and iterative prototyping to reimagine the portal. Key steps included:
- User Research: Identified three key physician personas (early, mid, and late-career) with distinct needs and preferences.
- Journey Mapping: Mapped the end-to-end physician onboarding experience, highlighting pain points and opportunities for improvement.
- Prototyping: Developed interactive prototypes using Figma and Adobe XD, tested with physicians and internal stakeholders.
- Strategic Roadmap: Delivered a phased product roadmap, prioritizing foundational design updates and integrating travel and credentialing systems.
The Outcome
The project exceeded expectations, delivering a future-state portal design and a clear execution roadmap. Key wins included:
- Improved Physician Experience: Streamlined onboarding process, reducing friction and drop-offs.
- Enhanced Communication: Integrated travel and assignment details into the portal, reducing reliance on email.
- Operational Efficiency: Internal teams gained better tools for managing physician data and workflows.
- Strategic Alignment: CHG invested in modernizing their technology infrastructure to support the new portal.
The customer journey maps and persona profiles became essential onboarding tools for new hires, ensuring alignment across the organization.
My Role
As the Lead Associate Creative Director, I spearheaded the user experience strategy, overseeing research, prototyping, and stakeholder collaboration. My responsibilities included:
- User Research: Conducted interviews and focus groups to uncover physician pain points.
- Prototyping: Created wireframes and collaborated with designers to build interactive prototypes.
- Workshop Facilitation: Led stakeholder workshops to align on priorities and roadmap.
- Strategic Leadership: Presented findings and recommendations to CHG’s executive team.
- Mentorship: Guided junior designers and fostered cross-functional collaboration.
Client
Industry and Location
Healthcare Staffing
Salt Lake City, UT
Salt Lake City, UT
Project Highlights
Design Thinking
User Research
Journey Mapping
Persona Development
Prototyping
Product Roadmap Strategy
User Research
Journey Mapping
Persona Development
Prototyping
Product Roadmap Strategy
My Role
UX Strategy Lead
Creative Direction
Product Strategy
Workshop Facilitation
Prototyping
Stakeholder Co-Creation
Mentorship
Creative Direction
Product Strategy
Workshop Facilitation
Prototyping
Stakeholder Co-Creation
Mentorship
SUMMARY
Experienced Researcher and Digital Strategy Lead with a proven track record in design thinking, user research, and data-driven design. Skilled in quantitative and qualitative research methods, market research, prototyping, customer engagement including surveys, focus groups, and remote/in-person testing. Expertise in product development, user experience design, and digital transformation with a strong technical aptitude in RStudio, Figma, responsive Web frameworks, Unreal Engine, and Unity. Demonstrated ability to lead cross-functional teams, deliver scalable solutions, and communicate insights effectively to diverse stakeholders.
