Replacing an email chain with a tracked, structured workflow.

50% fewer errors and no more email chains for a national healthcare real estate company.

Building directory updates for hundreds of medical office buildings ran on email chains. Our founder led the redesign that replaced them with a structured request form and built-in tracking.

AI automation UX/UI design

What changed.

50%

Fewer errors in directory updates

After rollout

Figures as reported at the time.

Step-by-step directory change request form, on the step for removing a business or doctor

Client: A national healthcare real estate company (in-house).
Engagement: In-house role.
What we did: Research, workflow mapping, UX design, an internal web application, training.

01The problem

Every week, a directory changed somewhere.

With a portfolio of hundreds of medical office buildings, directory updates happened constantly — and they all arrived by email. Requests were missing critical details, names and titles were misread without a visual check, back-and-forth emails ate time, and once a request was sent there was no way to see where it was.

The goal.

One place to make a request, with the right information required up front, a visual confirmation of the change, and tracking from submission to completion — built to scale across the whole portfolio.

What was done.

Interviewed administrative assistants, property managers and designers, and mapped where the process broke.
Prototyped structured intake screens, with required fields, dropdowns and a visual change list so people could see exactly what they were asking for.
Documented the full journey from intake to approval to completion, aligned with existing property management workflows.
Built and deployed it as an internal application inside the tools the company already used.
Kept stakeholders updated and wrote training guides to speed up adoption.