The Physician Hiring Dilemma
One Year of Waiting
Almost a year ago, Dr. Patten packed up his life, moved his family across the country, and prepared to start his new job. Weeks turned into months. His phone kept buzzing. Another email. Another request for the same document.
Time For Answers
Frustrated and worried if he made the right decision, He called CEO Dr. Mark Harrison personally looking for answers. That call set off a chain reaction that would expose just how deep the problem went.
The Problem
Shared Information: Physicians were repeatedly asked for the same documents and information by different departments.
Process: No way to understand or track progress and no way to identify roadblocks.
Silos: Cross-team communication was almost nonexistent.
Cost: Hiring delays resulted in millions of dollars in lost revenue
The Realization
After pushing for answers, it became clear that the problem was even bigger than imagined.
Overnight the Start-To-Depart team was assembled. Everyone had a job, but no one had a clue.
The Team
It was day one, 30+ passionate and protective leaders all sat the same room. Tensions were high. Fingers were pointed. People were blamed. I sat and listened intently with pencil and paper in hand.
"FIX THE PROBLEM!" That was our one clear directive. In a room full of “brilliant solutions,” we were just getting started understanding the real problem.
4 engineering
leaders
3 business
analysts
1 designer
(me)
These case studies break down how design helped untangle the real problem—revealing hidden issues, redefining the challenge, and creating solutions powered by users.
01
The Problem Unraveled
How one pull unraveled a system held together by a thread.
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Summary
The Start-to-Depart project started with one clear directive: fix a broken system. The real breakthrough wasn’t in defining a brilliant solution. It was how design created space for more voices to be heard, giving everyone a shared language to work from. Once that happened, alignment followed naturally and the solutions became obvious.
Explore below to see how design played a role every step of the way.