Turning a scheduling maze into content patients could actually follow

Situation

Novant Health's scheduling flow technically worked, the way a filing cabinet works if you already know which drawer. Patients didn't have that map, and neither did a lot of providers. The system-wide redesign meant migrating years of patient-facing content, built by different teams at different times, into new templates and a new design system, all while keeping it accurate, accessible, and compliant.

Approach

I worked embedded with the design team in Figma, rewriting and restructuring content page by page instead of copy-pasting the old version into a new template and calling it done. That meant deciding, for each page, what a patient actually needed to know first (can I get an appointment this week) versus what could move lower (billing codes, provider credentialing language). I also rebuilt how the team found and reused image assets, which sounds like a small thing until you're the third person that week hunting for the same photo.

Outcome

Fifty-plus content pages shipped weekly, with revision cycles down to under 10 minutes a page — fast enough that stakeholders could review same-day instead of waiting on a Friday batch. Asset search time dropped 75%. The scheduling flow patients hit now reads like someone actually expected a human on the other end of it.

• 50+ high-fidelity content pages built weekly in Figma
• Revision cycles cut to under 10 minutes per page
• 75% faster image asset search and retrieval