The Real Problem

Therapists at Meridian Health were documenting 3-5 client sessions daily. Each one meant clicking through 12 different screens, re-entering the same information multiple times, and hoping nothing crashed before they finished. People were losing work, getting disoriented, and spending 15-20 minutes per note when they had clients waiting.

But here's what made it worse: the interface gave no indication of progress. Therapists would finish what felt like the last screen, only to discover three more hidden steps. The 'back' button sometimes saved your work and sometimes didn't. There was no auto-save, so one accidental click could erase 15 minutes of careful documentation.

The feedback we got was pointed:

• 'I genuinely don't know if I'm done or if there are more screens hiding somewhere.'

• 'I've lost the same note three times this week.'

• 'Why am I entering the session date in four different places?'

The underlying issue wasn't just bad UI—it was that nobody had ever looked at the complete journey. Each screen had been built separately over time, and they'd never been stitched into a coherent experience.