Flagship case study · Workflow decision support
Designing Intelligent Healthcare Work Orchestration
Keeping operational queues accurate through explainable routing, eligibility, prioritization and exception rules.
Workflow states, rules, thresholds, and examples have been generalized or modified for public portfolio use.
01 · Executive summary
The product challenge in one minute.
A generalized healthcare operations product that uses state transitions, eligibility rules, reason codes and aging controls to keep complex work visible, explainable and routed to the right queue.
02 · Context and business problem
Why the problem mattered.
Healthcare operations teams manage a high volume of work across several review and follow-up stages. The order of work changes as deadlines, responses, missing activity, and operational context evolve.
Business problem
What had to change
A simple sorted list could not represent the work safely. The product needed to make priority understandable, keep state ownership clear, and surface enough context for users to review the recommended order.
03 · Users and stakeholders
The people making, supporting and governing the decision.
Partnered with operations, UX, engineering, data, analytics, and review teams.
04 · Constraints and complexity
The happy path was not the product.
Timing, partial outcomes, missing data, conflicting state and system boundaries shaped the product strategy from the beginning.
A work item changes state after a partial response
Several dates create competing urgency signals
Work continues after an incomplete outcome
A closed encounter still has unresolved follow-up
A required timestamp is unavailable
A work item appears eligible for more than one queue
05 · Product strategy
Reduce ambiguity before adding automation.
The strategy connected the operating problem to explicit states, rules, ownership, exceptions and a measurable outcome. Product definition focused on the user decision and the behavior required to make it reliable.
Product lead for workflow strategy, orchestration rules and prioritization
Designed product rules and state transitions that kept work queues accurate, reduced wasted touches and returned work to the correct workflow when conditions changed.
06 · Prioritization decision
Choose the decision that unlocks operating value.
“Model each work item in one primary operational state at a time.”Primary strategic decision
The priority was selected because it addressed the core workflow constraint and created a foundation for safer automation, clearer ownership or more reliable downstream behavior.
See how the MIN–MAX Product Model supports strategic prioritisation and transparent trade-offs07 · Workflow, rules and product model
The visible experience and the logic beneath it.
Fictional data · simplified, non-clinical logic
08 · Alternatives and trade-offs
Make product trade-offs explicit.
- 01
Separate eligibility rules from priority logic so the product behavior remains understandable.
- 02
Use generalized deadline, inactivity, and exception signals instead of exposing proprietary routing logic.
- 03
Preserve saved views and return behavior to support real operating rhythms.
- 04
Treat post-launch exceptions as signals for product improvement.
09 · Cross-functional leadership
Align domain expertise with technical delivery.
- Mapped workflows with operations and domain partners
- Translated behavior into stories and acceptance criteria
- Partnered with UX on clarity and interaction patterns
- Worked with engineering and data on rules and observability
- Supported UAT, launch readiness, and post-launch monitoring
10 · Delivery and rollout
Connect discovery to release readiness.
Designed product rules and state transitions that kept work queues accurate, reduced wasted touches and returned work to the correct workflow when conditions changed. Delivery linked product rules to user stories, measurable acceptance criteria, UAT scenarios, operational readiness and post-launch monitoring.
Explore the Discovery-to-Optimisation Process for discovery, validation and release readiness11 · Measurement framework
Define success before development.
The approved measurement focused on the operational result shown below, supported by workflow quality, exception and adoption signals.
12 · Results
Measured operating value.
Related product artifacts
Sanitized examples, built for review.
See how product thinking becomes tangible through public-safe decision tools.
View requirements, roadmap, workflow and measurement examples in the Product Artifacts Library