2024
·
Healthcare & Lifesciences
Designed a complaints management and investigation platform for a global lifesciences organisation — bringing structure and clarity to how product issues are captured, triaged, and resolved across manufacturing and regulatory workflows.
The work spanned product design, UX strategy, interaction design, and AI-assisted workflow design within a complex enterprise system.
Complaints management in these environments is inherently complex and highly manual. Investigators often work across multiple disconnected systems, navigate large volumes of unstructured and incomplete data, and operate within strict compliance requirements.
This makes triaging, classification, and investigation time-consuming and inconsistent, increasing cognitive load and slowing down resolution.
The goal was to bring more structure, clarity, and speed to this process without oversimplifying the complexity of the domain.
The system transforms fragmented workflows into a more unified, structured, and AI-assisted experience, enabling faster and more consistent decision-making while maintaining traceability and compliance.
The product was designed around how investigators actually work — introducing structured workflows that guide users without restricting them, and integrating AI-assisted inputs that support decision-making without removing human control. The focus was on reducing friction across key stages, from intake and triage to investigation and validation.
This meant ensuring complete and high-quality data capture during intake, enabling faster and clearer triage decisions, supporting investigators with contextual AI inputs, and designing review and validation layers that maintain accuracy, transparency, and regulatory compliance.
Working on something complex, ambitious, or hard to get right?
I’d love to hear what you’re building.
Most of my work sits with teams solving complex problems — where design needs to hold up as products evolve and companies scale. If that’s what you’re working on, we’ll likely get along well.
