OneSource Online Experience

Featured Work Product Design · Patient Experience

Role

Lead Designer

Scope

UX Research, Design, Flows, Prototyping

Overview

In rare disease, diagnosis often follows a critical, life-altering event. Patients may be in an intensive care unit—overwhelmed, uncertain, and searching for answers.

At the same time, accessing support required navigating outdated workflows: lengthy PDFs, physical signatures, and manual submission processes.

We redesigned onboarding as a streamlined digital experience—connecting patients to a dedicated case manager quickly, and removing friction at the most critical moment.

The result is a more human-centered system that delivers clarity, speed, and support when it matters most.

01 — Problem

A fragmented process placing burden on patients

Accessing patient support required a manual, multi-step workflow. Patients had to download forms, complete detailed personal and medical information, physically sign documents, and return them via fax or email.

For individuals navigating a critical diagnosis, this created unnecessary friction at the worst possible time.

High effort — Printing, scanning, or faxing created significant barriers
Delayed access — Enrollment could take days, slowing connection to care teams
Error-prone — Manual entry and incomplete forms increased processing delays
Not designed for reality — The experience failed on mobile and in real-world contexts

The system required patients to overcome friction before accessing the very support meant to guide them.

High-friction, paper-based onboarding

Manual Process

Form

↓

Fax

↓

Wait

↓

Call

Digital Experience

Guided Flow

↓

Submit

↓

Case Manager

02 — Opportunity

Redefining onboarding as a guided, human-centered experience

The MVP focused on solving the most critical barrier: access.

We reimagined onboarding as a guided, step-by-step experience that reduces cognitive load while simplifying complex medical and consent requirements.

Recognizing that patients are not always able to enroll themselves, we introduced a caregiver pathway to ensure continuity of access.

All required actions—including consent and signatures—were embedded directly within the experience, eliminating dependency on external forms.

03 — Key Decisions

Design choices that shaped the experience

Focused onboarding flows
Simplified inputs and structured steps to make complex information more digestible

Embedded signatures
Removed external workflows by integrating consent directly into the experience

Task-based system
Provided clear visibility into required actions and completion status, reducing uncertainty

04 — Impact

Results that moved the needle

>80%

Reduction in enrollment time, enabling connection to case managers within 1 business day

+18

New enrollments in the first week, significant within a rare disease population

Beyond usability improvements, the experience created meaningful operational impact. Faster data intake enabled case managers to track patients more effectively, reduce manual work, and focus more time on delivering personalized support.