Healthcare Realty Trust
Revitalizing an Internal Asset Exchange for Operational Efficiency
Overview
Healthcare Realty Trust needed to reimagine its internal “Swap Shop,” a platform originally designed for employees to exchange surplus building equipment and materials. Over time, the system became outdated, underused, and nearly forgotten. That Guy Sketch partnered with the team to redesign the concept from the ground up—creating a modern, intuitive internal marketplace that encourages reuse, reduces waste, and supports operational efficiency across the portfolio
The Challenge
The existing Swap Shop faced several roadblocks:
Low visibility across teams
A clunky workflow that relied heavily on email
Confusing navigation and poor usability
Limited engagement from property management and engineering staff
No clear process for posting, approving, or claiming items
Employees found it easier to buy new equipment than search through the existing internal system—which resulted in unnecessary expenses.
The goal was clear: rebuild trust in the platform by making it easier, faster, and more intuitive to use.
Our Approach
Discovery & Research
We started with conversations across operations, property management, and engineering teams to understand their workflows, frustrations, and goals. Many employees were unaware the Swap Shop existed, and those who used it found the process slow and inconvenient.
These insights shaped a smarter, more structured solution.
Experience Strategy & Platform Planning
We explored multiple avenues to rebuild the platform—WordPress, Power Apps, SharePoint, and hybrid approaches. The focus was on security, usability, scalability, and cost-effectiveness.
We moved forward with a clean MVP strategy supported by a full Figma prototype and workflow documentation. This ensured leadership could validate the experience before development began.
UX Design & Prototyping
We redesigned the Swap Shop as a simplified internal marketplace:
A clean, card-based interface for browsing available items
Filters and categories to quickly find what you need
A straightforward, guided form for posting items
A streamlined workflow for requesting and approving exchanges
A design system that matches corporate branding and internal tech standards
This prototype was user-tested with employees across multiple markets, and the response was clear—the new design was more intuitive, more useful, and far easier to navigate.
Documentation & Handoff
We delivered a complete blueprint for the next development phase:
High-fidelity screens
Suggested workflow logic
Approval and notification flow recommendations
Roadmap for features like analytics, tagging, and automated item expiration
The organization now has everything required to move into development confidently and efficiently.
The Impact
While the platform has not yet moved into full build, the redesign achieved powerful early wins:
Strong employee enthusiasm and recognition of the platform’s potential
A validated user experience that supports faster adoption
A clearer operational case for reducing unnecessary purchases
A strategic foundation for a scalable internal marketplace
The Swap Shop is now positioned to become a meaningful, cost-saving internal tool rather than an overlooked system.
Highlighted Deliverables
Research insights and stakeholder interviews
Full platform strategy overview
High-fidelity internal marketplace prototype
User journeys and workflow documentation
Development-ready design package
Results
When implemented, the redesigned Swap Shop can:
Reduce unnecessary equipment purchases
Create savings through reuse and recycling
Provide a centralized hub for internal asset visibility
Support sustainability and budget optimization
Improve employee engagement with easy-to-use digital tools
This case study shows how thoughtful UX can revitalize even the most overlooked systems inside an enterprise.
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