Case studies · illustrative fictional work

Make the service easier to use—and easier to run.

These fictional project stories show how a clear product approach can connect better journeys with practical delivery outcomes. No client endorsements or real organizations are represented.

01 / Fictional regional care-navigation service

HarborPath Care Finder

HarborPath Care FinderA clearer pathway, step by step

Understand → Prepare → Connect

AccessibleHuman-centered

Timeline: 12 weeks

Service discoveryEligibility guidanceAccessible intake flowsContent design

Client challenge

Residents could find lists of services, but eligibility rules and outreach expectations were scattered across pages. People often reached intake unsure whether they had chosen the right service.

Our approach

We mapped the path from a resident’s initial question through eligibility and first contact. Short plain-language explanations, service comparison cues, and a preparation checklist gave each step a clear purpose.

Featured capabilities

Service discovery
Eligibility guidance
Accessible intake flows
Content design

Responsible outcomes

76% task completion in moderated usability testing, up from 52% at baseline

Fewer participants expressed uncertainty about what information to bring to outreach

02 / Fictional benefits platform

Sunwell Benefits Hub

Sunwell Benefits HubA clearer pathway, step by step

Understand → Prepare → Connect

AccessibleHuman-centered

Timeline: 16 weeks

Plain-language coverageMultilingual content structureAccessible design systemEditorial workflow

Client challenge

Coverage information lived across lengthy documents and teams had no consistent structure for multilingual guidance or publishing updates.

Our approach

We established a content model for coverage explanations, designed a guided next-step flow, and created an accessible component set with clear authoring rules.

Featured capabilities

Plain-language coverage
Multilingual content structure
Accessible design system
Editorial workflow

Responsible outcomes

2× faster content publishing in the pilot editorial workflow

Stronger accessibility review results across keyboard and content checks

03 / Fictional community health network

Bridgeway Follow-Up

Bridgeway Follow-UpA clearer pathway, step by step

Understand → Prepare → Connect

AccessibleHuman-centered

Timeline: 14 weeks

Reminder preferencesFollow-up checklistsCompletion trackingEscalation pathways

Client challenge

People left visits with different understandings of follow-up tasks, while teams had limited visibility into what had been completed or where support was needed.

Our approach

We designed a post-visit communication experience with appointment reminders, a concise follow-up checklist, and clear escalation routes for questions.

Featured capabilities

Reminder preferences
Follow-up checklists
Completion tracking
Escalation pathways

Responsible outcomes

Clearer completion tracking for care teams and participants

31% fewer avoidable support questions during the pilot period

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