ImagineSoftware is an automated medical billing and revenue cycle management platform used by healthcare organizations across the US. Their internal Client Details screen — part of the Internal Ticket Application (ITA) — is the primary tool Customer Success Managers use during live calls with medical clients to pull account information, verify credentials, and resolve billing issues in real time.
By 2020, the tool hadn't been meaningfully updated since 2008. As Imagine approached their 20th anniversary, the decision was made to redesign the experience. I was brought in as the sole designer with two weeks to research, design, iterate, and ship.
Why it mattered: CSMs are on live calls with medical billing clients when they use this tool. Every second of confusion — a missing focal point, buried navigation, content overload — directly affects a customer's experience with their healthcare billing. This wasn't an internal productivity problem in isolation. It was a patient-adjacent service problem.
The existing ITA had not been meaningfully updated since 2008. Customer Success Manager complaints had reached a tipping point, and a full redesign was prioritized for the 20th anniversary release. I was the only designer on the project with a hard two-week deadline.
My goals going in:
Before designing anything, I observed and interviewed 5 Customer Success Managers across Tier 1, 2, and 3 levels — watching them use the tool during real workflows before asking them to describe their frustrations. This is what I found.
Two weeks, one designer, zero room for guessing. The process had to be tight.
The existing interface had not been redesigned since 2008. Content overload, no visual hierarchy, and a navigation system that gave CSMs no orientation during high-stakes calls.
Original ITA — the experience CSMs were working with daily
The first two iterations focused on rearranging the existing layout. Both still read as outdated — no balance, no hierarchy. The information was reorganized but the experience hadn't fundamentally changed.
Iterations 1 & 2 — rearranging content without solving the hierarchy problem
The third and fourth iterations introduced a collapsible left navigation. CSMs responded positively but flagged that the bottom section still carried too much information. The fourth iteration — which surfaced threat level as the primary focal point — became the high contender.
Iterations 3 & 4 — navigation introduced, threat level beginning to surface as focal point
The high contender — threat level as focal point, navigation defined, tasks completable on screen
The shipped design resolved every core problem identified in research. Four improvements drove the outcome.
Final shipped design — March 2020, Imagine 20th anniversary release
CSM feedback collected at delivery
User feedback at delivery was immediate and unambiguous. These are direct quotes from CSMs at first use.
Two weeks is borrowed time. What made this work was getting in front of real users on day one — not guessing at pain points but watching them use the tool live. The research surfaced the threat level hierarchy problem immediately. Without that observation I likely would have spent both weeks rearranging content that wasn't solving the right problem.
Designing for people who support medical billing clients reinforced something I carry into every complex system project: clarity at the interface level has consequences that extend beyond the screen. A CSM who can't find what they need in three seconds is a patient who waits longer for answers.