Emergency departments were overwhelmed while hospital coordinators made blind bed placement decisions. Coordinators weren't failing from lack of data. They were drowning in it across three separate systems, making 3 to 5 phone calls per admission just to piece together a complete picture. One told me: "I'm managing three hospitals but have zero visibility into how many beds will open today. I'm making bets, not decisions."

As UX Design lead for the Patient Flow Capacity Suite, I was responsible for the overall UX and UI design across most flows and screens. I led user research with hospital coordinators and designed the core dashboard that would give them unified visibility into patient flow.

This insight led to our three-column dashboard, externalizing coordinators' natural mental model by showing incoming admissions, current capacity, and discharge planning simultaneously. By matching how coordinators actually think, we eliminated context switching that slowed decisions by 18%. Validating dark mode with exhausted night shift staff taught us to design for the tired user, not the ideal one. Placement decisions dropped from 22 to 4 minutes.

PFCS now operates in 16+ hospitals across LATAM and Europe, reducing ED boarding by 28% and achieving 94% staff confidence.

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Healthcare design succeeds when it becomes invisible, letting experts focus on patients instead of fighting their tools.