Case study / TGA

Client

Therapeutic Goods Administration

Sector

Government, Healthcare, Regulation

Challenge

The TGA's case management system, a maze of outdated applications, burdened staff with repetitive tasks, massively delayed reviews, and increased error risks. This jeopardised patient safety and operational efficiency, prompting the need for a modern, user-centric solution.

My role

As lead UX designer, I spearheaded the project through in-depth user research. I crafted 10 aggregated user personas to represent diverse stakeholders and their needs. I mapped out each of their user journeys, and tasks. I then designed and iterated on high-fidelity prototypes, ensuring accessibility and compliance. Throughout the process, I collaborated closely with the TGA team to ensure the solution aligned with their vision.

Goal

Working alongside the TGA, I aimed to establish a user-centric foundation for a future-proof case management system, reducing processing time, enhancing collaboration tools, and ensuring intuitive navigation for all stakeholders.

Impact

The user-centric redesign delivered tangible benefits. The prototype demonstrated potential for a 20% reduction in processing times, freeing up staff resources and improving efficiency. Enhanced collaboration tools fostered seamless communication and information sharing, leading to faster and more informed decisions. The accessible design ensured inclusivity for all users, while the future-proof foundation paves the way for scalability and adaptation to evolving needs. While Phase 2 remains uncertain, this project laid the groundwork for a transformative shift towards a user-friendly, efficient, and adaptable case management system for the TGA.

In adherence to my non-disclosure agreement, I have excluded and obscured confidential information in this case study. The contents of this case study are solely my own and may not necessarily represent the opinions of the client.

Fragmented system:

Existing case management relied on a complex system of disconnected spreadsheets, paper processes, and legacy programs. This caused:

Inefficient workflows with redundant data entry and manual task handling.
Lack of real-time tracking and visibility into case progress.
Limited collaboration capabilities hindering communication and teamwork.
Increased risk of errors and inconsistencies due to data silos.

Disengaged users:

Stakeholders across all levels faced significant frustrations with the system, including:

Internal TGA staff (application entry team, case managers, evaluators, etc)
Chief Medical Officers and Decision Makers
Application support team
External evaluators
External applicants

"As an application evaluator, I spend hours digging through papers and spreadsheets. It's like trying to solve a mystery, and half the clues are missing. A unified system with real-time data would save me so much time and frustration." – Dr Sarah Jones, Clinical evaluator

"Tracking case progress with the current system is like watching paint dry. You never know where things are stuck, and communication with colleagues is a constant game of phone tag. We need a system that lets us collaborate and see the bigger picture." – David Lee, Case manager

Lack of user-centric design:

The existing system did not consider user needs, leading to:

Inconsistent and clunky interfaces hindering task completion.
Complex navigation pathways and confusing information architecture.
Difficulty accessing and managing critical case information.

"Submitting applications through the TGA portal is like navigating a maze blindfolded. It's confusing, clunky, and I'm never sure what is supposed to happen next. A user-friendly portal would so helpful for applicants." – Lisa Williams, External applicant

Limited scalability:

The system lacked the capacity to adapt to the TGA's evolving needs and the growing volume of casework.

UX workshop photo with participants writing on post-it-notes on a wall.

The heuristic review process of the existing systems

Conducted in-depth research through:

Stakeholder interviews & workshops: Used to gain diverse perspectives, build rapport, and foster buy-in for more successful implementation.
User journey mapping: Used to empathise with users, identify pain points, and uncover opportunities for systemic change.
Persona development: Used to focus design efforts, make data relatable, and guide communication for user-centric decisions.
Data analysis of existing system usage: Used to identify objective usage patterns, complement qualitative data, and benchmark current performance.

"I want a system that talks to me, not the other way around. Constant data entry and manual updates is killing my productivity. Give me automated tasks, real-time dashboards, and instant access to case histories. Then, I can focus on what matters most – patient safety and quality evaluations." – Dr Peter Miller, Clinical evaluator

Defined a set of user-centric design principles to guide the solution:

Streamlined workflows and automated tasks
Real-time visibility and information access
Enhanced collaboration and communication tools
Intuitive and consistent user interface
Accessible and responsive across devices

"Communication and collaboration are key, but the current system is like a black hole. We need seamless information sharing between internal teams, external experts, and applicants. A central hub with secure messaging, document sharing, and activity trails would be a game-changer for streamlined decision-making." – Emily Garcia, Application support team lead

4 of the 10 aggregated personas that were identified in the research phase

For the prototype, we:

Developed high-fidelity interactive prototypes of key functionalities: Used for increased realism, user engagement, and stakeholder buy-in for a more successful final product.
Conducted iterative usability testing with stakeholders and Subject Matter Experts (SMEs) to refine the design and ensure user needs were met: Used to gain diverse perspectives, real-world feedback, and continuous refinement for user-centred design.
Established a future state journey map visualising the improved user experience throughout the case management process: Used to get alignment on user flow, shared understanding, and buy-in for proposed changes.
Created a lean portal style guide based on the Health Design System (HDS) and Australian Government Design System principles: Ensuring consistency, efficiency, and alignment with existing standards for a seamless user experience.‍

High-fidelity UI templates leveraging and extending on the Health Design System

Bringing the vision to life: Prototyping a user-centric portal

Following the established design principles, we translated user needs into a tangible solution through the development of a high-fidelity, interactive desktop portal prototype. This prototype served as a crucial bridge between abstract concepts and the envisioned future state, allowing stakeholders to experience the redesigned system firsthand and provide valuable feedback for further refinement. We did this by delivering:

A unified interface with a single entry point streamlines navigation, while consistent design language and readily accessible key actions minimise learning curves and interaction complexity in the redesigned system's prototype.
A prototype that boasts an intuitive information architecture built around user needs, prioritising critical details for swift retrieval while offering deeper dives and a robust search for diverse user preferences.
A streamlined workflow empowering users with automation, integrated collaboration tools, and real-time dashboards, reducing busywork, fostering seamless interaction, and driving informed decisions.
A mobile-friendly prototype that adapts seamlessly to any device, offering intuitive touch controls and optimised navigation for on-the-go accessibility and productivity.

Phase 2 Delivery Roadmap: A Handoff for the Future

While Phase 2 remains unconfirmed, this roadmap offers a clear handoff point for future developers.

Building on the Prototype: Phase 1's high-fidelity prototype provides a blueprint for development, ensuring user-centricity and alignment with established principles. A detailed integration plan minimizes disruption and maintains data integrity during seamless connection with existing systems. A phased rollout allows for controlled implementation, testing, and user feedback throughout.
Empowering Future Users: Scalable training materials and a flexible framework cater to diverse user needs, equipping them with the skills needed for smooth adoption. A dedicated support system, including online resources, hotlines, and live chat, will provide future users with prompt and efficient assistance.
Continuous Improvement: Established KPIs will track key functionalities, adoption rates, and satisfaction levels, offering valuable insights. User feedback mechanisms like surveys and focus groups will ensure the system adapts to evolving needs and expectations. Regular analysis of data and feedback will inform targeted optimizations, guaranteeing continued efficacy and user satisfaction.
This roadmap equips future teams for success, laying the groundwork for a user-centric, continuously improving system, should Phase 2 become a reality.

Post review workshop with 2 team members reviewing a whiteboard.

Post project review workshop

Learning from the TGA Case Study: A First-Hand Perspective

User-centric Design: In this project, I witnessed the transformative power of prioritising user needs. Stakeholder interviews and workshops revealed their pain points with the fragmented legacy system, and user journey mapping helped me empathise with their frustrations. These insights formed the foundation for a set of user-centric design principles that guided every decision I made.
Prototyping and Iteration: Developing high-fidelity prototypes early and often proved invaluable. Stakeholder feedback during usability testing allowed me to continuously refine the design and ensure it met user needs. The future state journey map I created brought the envisioned improved experience to life, facilitating communication and buy-in from all stakeholders.
Deliverables and Roadmap: Delivering tangible outcomes in Phase 1 - the prototype, style guide, and roadmap - served as stepping stones for future development. While Phase 2 remained uncertain, creating a roadmap provided a clear handoff point for future teams, ensuring continuity and a defined path forward. Planning for scalable training and ongoing support addressed potential user adoption challenges. Finally, establishing metrics and feedback mechanisms laid the groundwork for continuous improvement based on data and user input.
Additional Learnings: Collaboration proved essential, with stakeholder involvement throughout the process fostering understanding and a sense of ownership. Accessibility became a core consideration, ensuring the system was usable for everyone regardless of ability. Data-driven decisions guided design choices, informed by metrics and user feedback. Finally, designing for adaptability prepared the system for future growth and evolving needs.

Conclusion

From Fragmented to Future-Ready

This case study demonstrates the power of user-centric design in transforming complex systems. Extensive research, including stakeholder interviews, journey mapping, and usability testing, revealed user pain points and informed the development of a prototype that addressed key needs: streamlined workflows, real-time information access, enhanced collaboration, and intuitive interface. While Phase 2 remains uncertain, a detailed roadmap ensures a smooth transition for future development and continuous improvement based on user feedback and data-driven insights. This project emphasises the value of prioritising user needs, iterative prototyping, and collaboration for successful system transformation.

Medical case management system implementation

Problem identification

Understanding the landscape

User research and design principLEs

User-centric design foundation

Design and iteration

Prototyping & iterative refinement

Deliverables and roadmap

Phase 1 deliverables & phase 2 roadmap

Impact

Learning & insights

Conclusion

From Fragmented to Future-Ready