Turning a scheduling maze into content patients could follow

Situation

Novant Health's scheduling flow technically worked, the way a filing cabinet works if you already know which drawer. Patients didn't have that map, and neither did many providers. The system-wide redesign meant migrating years of patient-facing content, built by different teams at different times, into new templates and a new design system, all while keeping it accurate, accessible, and compliant.

Approach

Every page redesign is a string of small product decisions: what a patient needs to see first, what can wait, what's just legacy cruft nobody's re-evaluated in years. I worked embedded with the design team in Figma, rewriting and restructuring content page by page. For each page, that meant deciding what a patient needed to know first (can I get an appointment this week) versus what could move lower (billing codes, provider credentialing language). I also helped build a drag-and-drop design system, so pages got assembled from ready-made pieces instead of built by hand the way they had been before.

Outcome

Around fifty content pages shipped a week, at an average of 10 minutes a page, fast enough that stakeholders could review same-day instead of waiting on a Friday batch. The scheduling flow patients hit now reads like someone expected a human on the other end of it.

• An average of 50 high-fidelity content pages built a week in Figma
• Average of 10 minutes to build a page
• Drag-and-drop design system that replaced manual page builds