GrandPad
/
2024
A six-step ordering wizard that replaced a manual, phone-based process for health system operators, and became a core offering sold to partner health systems.
Client
GrandPad
Year
2024
My role
Sole designer, information architecture through handoff
The problem
GrandPad and a partner health system had proven the program in a manual pilot: loaning devices clinic by clinic, tracking orders in spreadsheets, and coordinating deliveries market by market. It worked, but every order needed a person to step in, and it couldn't scale. The first internal draft put every field on a single page. The missing piece wasn't a feature. It was a structure.
What I did
I treated it as an information architecture problem and proposed a six-step wizard: Contact, Subscriber, Shipping, Caregiver (optional), Appointment, and Review. Each step sets up what the next one needs, and business rules like the 72-hour retrieval window are built into the interface so operators never calculate them.
Consent appears on the Subscriber step, at the moment it matters and before a request can be submitted. Shortcuts like "I am the point of contact" and "Ship to subscriber" cut repeat entry for the most common cases. I worked with the dev architect to connect each step to backend operator profiles, and kept the CSM and AE aligned as requirements changed.
What changed
In its first year, the system served 3,000+ patients and fulfilled 4,400+ delivery requests. Digital consent reached 84% completion before appointments, and 82% of partner staff said they'd recommend the platform.
Outcome
3,000+ patients served and 4,400+ deliveries in the first year.