Healthcare Realty Trust
Streamlining Internal Directory Updates with Thoughtful UX & Automation
Overview
An enterprise client approached That Guy Sketch with a common pain-point: their internal directory update process was inefficient, error-prone, and lacked user-friendliness. Employees relied on static spreadsheets or manual request emails whenever someone’s role, contact info, or team changed. The business needed a digital solution—a directory change form that could empower staff, enforce data integrity, and integrate smoothly with internal systems. That Guy Sketch built a modern, user-centered form experience that became the front door to accurate directory data and lower administrative overhead.
The Challenge
User Research & Needs Assessment
We began by interviewing both request-submitters (regular staff) and data-approvers (IT/HR/Operations) to map out pain points: where requests stalled, how many edits were required after submission, common user frustrations. This research grounded our understanding of workflow, tone, language, and system requirements.
UX Strategy & Form Architecture
With insights in hand, we designed a form experience focused on clarity and speed:
Minimal required fields, smart defaults and context-sensitive help
Logical grouping of data (personal info, role/team, contact details, effective date)
Preview of changes so users understand what will update
Clear “why this matters” language to promote accuracy and completeness
Built-in validation, role-based approvals, and audit trail logic so back-office teams could trust the data
Prototyping & Validation
We built a high-fidelity prototype in Figma and conducted usability sessions with cross-section of users. Feedback guided refinements—especially around form length, error handling, mobile responsiveness, and confirmation flows. We reiterated until users felt confident and fluent.
Implementation Handoff & Integration Readiness
Deliverables included:
Form UI screens, states (idle, error, success) and interactions
Workflow diagram: submission → validation → approval → update
Role-mapping table for who sees/approves what data
Design system components aligned with the client’s branding
Recommendations for integration: API endpoints, auto-notifications, audit logging
Our Approach
The project aimed to deliver a centralized, user-friendly request system that would:
Standardize submissions with required fields and dropdown menus.
Provide visual change lists to eliminate guesswork.
Reduce time wasted on email communication.
Create built-in tracking and transparency for property managers.
Scale easily across Healthcare Realty’s portfolio of properties.
The Impact
By redesigning the directory change form experience, we achieved:
A clear, streamlined process for staff to submit updates with fewer questions and less hesitation
Improved data accuracy and completeness, reducing follow-up edits by the operations team
Higher adoption: staff felt the new form was easy and trustworthy
A robust foundation for scaling: with audit logs, approval flows, and integration points, the system is ready to evolve
The internal directory is now more than a passive listing—it’s a living asset, supported by user-centric tools.
Highlighted Deliverables
User behaviour research, interviews and journey maps
UX strategy and form architecture
High-fidelity form prototype, mobile-friendly
Workflow specification and approval-logic map
Developer-ready asset package and implementation guidance
Created training documentation and guides to accelerate adoption.
Results
For the organisation, this project delivered:
Reduced admin overhead and fewer manual corrections
Enhanced trust in directory data across teams—better communication, fewer contact errors
A workflow employees feel confident using—and building upon
A scalable infrastructure for other internal tools (onboarding, off-boarding, role changes)
Ultimately, the new experience enables efficient and accurate directory management, while also strengthening internal operations.
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