Hospital Corporation of America / Healthcare
Emergency ux audit FOR HCA
How diagnosing a recruiter cognitive overload problem saved a $15M enterprise healthcare contract weeks before renewal by shifting the UX from passive database querying to proactive candidate triage.
How diagnosing a recruiter cognitive overload problem saved a $15M enterprise healthcare contract weeks before renewal by shifting the UX from passive database querying to proactive candidate triage.
Impact
$15M
annual contract protected
$15M
annual contract protected
170+
hospitals in scope
170+
hospitals in scope
2weeks
from escalation to diagnosis
2w
from escalation to diagnosis
Client
Hospital Corporation of America
Role
Product Design Lead
Timeline
2017 - 4 months
Ecosystem
Healthcare Talent Management, Enterprise Cloud Suite (Infor), Clinical Recruitment
The situation: Account on the Brink
ONE OF INFOR'S LARGEST ACCOUNTS WAS ABOUT TO LEAVE
HCA operates more than 170 hospitals and recruits clinical talent non-stop in an ultra-competitive nursing market. By mid-2017, the partnership had severely deteriorated. Leadership was fielding an endless stream of missing feature escalations, and HCA’s executive procurement team was preparing to decline renewal.
The Initial Executive Assumption:
"Leadership believed the product was missing core functionality. In reality, the software had too many features exposed simultaneously—leaving recruiters unable to see which qualified nursing candidates were slipping away."
HCA operates more than 170 hospitals and recruits clinical talent non-stop in an ultra-competitive nursing market. By mid-2017, the partnership had severely deteriorated. Leadership was fielding an endless stream of missing feature escalations, and HCA’s executive procurement team was preparing to decline renewal.
The Initial Executive Assumption:
"Leadership believed the product was missing core functionality. In reality, the software had too many features exposed simultaneously—leaving recruiters unable to see which qualified nursing candidates were slipping away."
My role
I OWNED THE AUDIT AND THE DIRECTION THAT CAME OUT OF IT
Product Design Lead on the engagement, working alongside the Infor Talent Management product team and HCA talent acquisition stakeholders. Over two weeks I ran design thinking workshops with recruiters, recruiting assistants, hiring managers, and HR leadership, shadowed live requisition work, and audited the talent acquisition flow end to end. Everything synthesized against one question.
Product Design Lead on the engagement, working alongside the Infor Talent Management product team and HCA talent acquisition stakeholders. Over two weeks I ran design thinking workshops with recruiters, recruiting assistants, hiring managers, and HR leadership, shadowed live requisition work, and audited the talent acquisition flow end to end. Everything synthesized against one question.
The Discovery: Symptoms vs. Root Cause
Feature Requests vs. Workflow Blindspots
Rather than rushing to build requested feature buttons, we spent two weeks auditing real recruiter sessions across hospital staffing hubs. Recruiters weren't lacking fields or filters—they were suffering from total cognitive overload.
Rather than rushing to build requested feature buttons, we spent two weeks auditing real recruiter sessions across hospital staffing hubs. Recruiters weren't lacking fields or filters, they were suffering from total cognitive overload.
Who
What surfaced
What it became
Recruiters
Worked from notes,
not the system
Worked from notes,
not the system
Alert queue
Recruiting Assistants
Contact attempts
lived in inboxes
Contact attempts
lived in inboxes
Attempt states
Hiring managers
Emailed recruiters for status
Emailed recruiters for status
Manager pipeline view
HR leadership
Fit scores buried in attachments
Fit scores buried in attachments
Profile scores
Outcomes
WHAT SHIPPED, AND WHAT IT CHANGED
Outcomes
WHAT SHIPPED, AND WHAT IT CHANGED
15M
annual contract protected
170+
Hospitals in scope
2weeks
2wks
from escalation to diagnosis
$15M
annual contract protected
170+
hospitals in scope
2w
from escalation to diagnosis
EXPLORE MORE
Hospital Corporation of America / Healthcare
Emergency ux audit FOR HCA
How diagnosing a recruiter cognitive overload problem saved a $15M enterprise healthcare contract weeks before renewal by shifting the UX from passive database querying to proactive candidate triage.
How diagnosing a recruiter cognitive overload problem saved a $15M enterprise healthcare contract weeks before renewal by shifting the UX from passive database querying to proactive candidate triage.
Impact
$15M
annual contract protected
$15M
annual contract protected
170+
hospitals in scope
170+
hospitals in scope
2weeks
from escalation to diagnosis
2w
from escalation to diagnosis
Client
Hospital Corporation of America
Role
Product Design Lead
Timeline
2017 - 4 months
Ecosystem
Healthcare Talent Management, Enterprise Cloud Suite (Infor), Clinical Recruitment
The situation: Account on the Brink
ONE OF INFOR'S LARGEST ACCOUNTS WAS ABOUT TO LEAVE
HCA operates more than 170 hospitals and recruits clinical talent non-stop in an ultra-competitive nursing market. By mid-2017, the partnership had severely deteriorated. Leadership was fielding an endless stream of missing feature escalations, and HCA’s executive procurement team was preparing to decline renewal.
The Initial Executive Assumption:
"Leadership believed the product was missing core functionality. In reality, the software had too many features exposed simultaneously—leaving recruiters unable to see which qualified nursing candidates were slipping away."
HCA operates more than 170 hospitals and recruits clinical talent non-stop in an ultra-competitive nursing market. By mid-2017, the partnership had severely deteriorated. Leadership was fielding an endless stream of missing feature escalations, and HCA’s executive procurement team was preparing to decline renewal.
The Initial Executive Assumption:
"Leadership believed the product was missing core functionality. In reality, the software had too many features exposed simultaneously—leaving recruiters unable to see which qualified nursing candidates were slipping away."
My role
I OWNED THE AUDIT AND THE DIRECTION THAT CAME OUT OF IT
Product Design Lead on the engagement, working alongside the Infor Talent Management product team and HCA talent acquisition stakeholders. Over two weeks I ran design thinking workshops with recruiters, recruiting assistants, hiring managers, and HR leadership, shadowed live requisition work, and audited the talent acquisition flow end to end. Everything synthesized against one question.
Product Design Lead on the engagement, working alongside the Infor Talent Management product team and HCA talent acquisition stakeholders. Over two weeks I ran design thinking workshops with recruiters, recruiting assistants, hiring managers, and HR leadership, shadowed live requisition work, and audited the talent acquisition flow end to end. Everything synthesized against one question.
The Discovery: Symptoms vs. Root Cause
Feature Requests vs. Workflow Blindspots
Rather than rushing to build requested feature buttons, we spent two weeks auditing real recruiter sessions across hospital staffing hubs. Recruiters weren't lacking fields or filters—they were suffering from total cognitive overload.
Rather than rushing to build requested feature buttons, we spent two weeks auditing real recruiter sessions across hospital staffing hubs. Recruiters weren't lacking fields or filters, they were suffering from total cognitive overload.
Who
What surfaced
What it became
Recruiters
Worked from notes,
not the system
Worked from notes,
not the system
Alert queue
Recruiting Assistants
Contact attempts
lived in inboxes
Contact attempts
lived in inboxes
Attempt states
Hiring managers
Emailed recruiters for status
Emailed recruiters for status
Manager pipeline view
HR leadership
Fit scores buried in attachments
Fit scores buried in attachments
Profile scores
Outcomes
WHAT SHIPPED, AND WHAT IT CHANGED
Outcomes
WHAT SHIPPED, AND WHAT IT CHANGED
15M
annual contract protected
170+
Hospitals in scope
2weeks
2wks
from escalation to diagnosis
$15M
annual contract protected
170+
hospitals in scope
2w
from escalation to diagnosis
EXPLORE MORE
Hospital Corporation of America / Healthcare
Emergency ux audit FOR HCA
How diagnosing a recruiter cognitive overload problem saved a $15M enterprise healthcare contract weeks before renewal by shifting the UX from passive database querying to proactive candidate triage.
How diagnosing a recruiter cognitive overload problem saved a $15M enterprise healthcare contract weeks before renewal by shifting the UX from passive database querying to proactive candidate triage.
Impact
$15M
annual contract protected
$15M
annual contract protected
170+
hospitals in scope
170+
hospitals in scope
2weeks
from escalation to diagnosis
2w
from escalation to diagnosis
Client
Hospital Corporation of America
Role
Product Design Lead
Timeline
2017 - 4 months
Ecosystem
Healthcare Talent Management, Enterprise Cloud Suite (Infor), Clinical Recruitment
The situation: Account on the Brink
ONE OF INFOR'S LARGEST ACCOUNTS WAS ABOUT TO LEAVE
HCA operates more than 170 hospitals and recruits clinical talent non-stop in an ultra-competitive nursing market. By mid-2017, the partnership had severely deteriorated. Leadership was fielding an endless stream of missing feature escalations, and HCA’s executive procurement team was preparing to decline renewal.
The Initial Executive Assumption:
"Leadership believed the product was missing core functionality. In reality, the software had too many features exposed simultaneously—leaving recruiters unable to see which qualified nursing candidates were slipping away."
HCA operates more than 170 hospitals and recruits clinical talent non-stop in an ultra-competitive nursing market. By mid-2017, the partnership had severely deteriorated. Leadership was fielding an endless stream of missing feature escalations, and HCA’s executive procurement team was preparing to decline renewal.
The Initial Executive Assumption:
"Leadership believed the product was missing core functionality. In reality, the software had too many features exposed simultaneously—leaving recruiters unable to see which qualified nursing candidates were slipping away."
My role
I OWNED THE AUDIT AND THE DIRECTION THAT CAME OUT OF IT
Product Design Lead on the engagement, working alongside the Infor Talent Management product team and HCA talent acquisition stakeholders. Over two weeks I ran design thinking workshops with recruiters, recruiting assistants, hiring managers, and HR leadership, shadowed live requisition work, and audited the talent acquisition flow end to end. Everything synthesized against one question.
Product Design Lead on the engagement, working alongside the Infor Talent Management product team and HCA talent acquisition stakeholders. Over two weeks I ran design thinking workshops with recruiters, recruiting assistants, hiring managers, and HR leadership, shadowed live requisition work, and audited the talent acquisition flow end to end. Everything synthesized against one question.
The Discovery: Symptoms vs. Root Cause
Feature Requests vs. Workflow Blindspots
Rather than rushing to build requested feature buttons, we spent two weeks auditing real recruiter sessions across hospital staffing hubs. Recruiters weren't lacking fields or filters—they were suffering from total cognitive overload.
Rather than rushing to build requested feature buttons, we spent two weeks auditing real recruiter sessions across hospital staffing hubs. Recruiters weren't lacking fields or filters, they were suffering from total cognitive overload.
Who
What surfaced
What it became
Recruiters
Worked from notes,
not the system
Worked from notes,
not the system
Alert queue
Recruiting Assistants
Contact attempts
lived in inboxes
Contact attempts
lived in inboxes
Attempt states
Hiring managers
Emailed recruiters for status
Emailed recruiters for status
Manager pipeline view
HR leadership
Fit scores buried in attachments
Fit scores buried in attachments
Profile scores
Outcomes
WHAT SHIPPED, AND WHAT IT CHANGED
Outcomes
WHAT SHIPPED, AND WHAT IT CHANGED
15M
annual contract protected
170+
Hospitals in scope
2weeks
2wks
from escalation to diagnosis
$15M
annual contract protected
170+
hospitals in scope
2w
from escalation to diagnosis