Overview
-
Vendorlink connects medical clinics with suppliers, streamlining communication, ordering, and coordination across multiple parties. Clinics often relied on manual processes, emails, and disconnected tools to manage vendors, creating inefficiencies and increasing the risk of errors in a regulated healthcare environment.
Key challenges included:
Coordinating multiple vendors and clinics through a single platform
Supporting both mobile and web use cases for different roles
Reducing administrative burden while maintaining accuracy and compliance
Designing for users with limited time and varying technical comfort
The core problem was enabling reliable, low-friction coordination between clinics and vendors where mistakes have real consequences.
-
The design approach prioritised clarity, consistency, and role-based workflows.
Key elements included:
Mapping end-to-end workflows across clinics and vendors to understand dependencies
Defining role-specific needs and permissions across mobile and web
Designing clear interaction patterns to support frequent, repeatable tasks
Reducing cognitive load in high-volume administrative flows
Partnering closely with product and engineering to align design with technical and regulatory constraints
The focus was on creating predictable experiences that users could trust day after day.
-
The resulting platform improved coordination and efficiency across clinics and vendors.
Outcomes included:
Streamlined communication between clinics and suppliers
Reduced manual follow-ups and administrative work
Improved visibility into orders and vendor interactions
A more consistent experience across mobile and web
The platform supported smoother operations in a complex, multi-stakeholder environment.
-
I worked as a product designer across both mobile and web experiences. My responsibilities included:
Designing role-based workflows and information architecture
Creating scalable interaction patterns for repeated operational tasks
Collaborating cross-functionally to balance usability, compliance, and feasibility
Iterating designs based on feedback from internal teams and users
-
Multi-party systems succeed when roles and responsibilities are explicit
Predictable workflows reduce errors and build trust
Designing for coordination is as much about constraints as features
In healthcare-adjacent products, reliability outweighs novelty
The Company
Vendorlink.ca (Acquired by Intellicentrics) is a third-party credentialing company that provides a safer, easier, and more secure environment for hospitals, their patients, staff, and visitors. They initially required a complete brand identity overhaul, from the logo to hospital advertisements to website design.
We very quickly realised that the company would also require an app for its clientele to push the brand to its fullest potential. We set upon a design sprint, set up a timeline of tasks, and made sure to implement a user experience perspective early on in the process to gather a customer base that would become familiar with and learn to adopt the new product.
My Role: Product Designer (including; Graphics, Motion, UX, and UI development)
Tools & Methods: Hand Sketching, Moqup, Sketch, Adobe XD, Adobe Creative Suite, InVision, Project Management Tools, Design Thinking, User Research, Interviews, User Personas, Wireframes + User Journeys, Card Sorting Techniques, User Flows, A/B Testing, Team Collaboration and overall Project Management.
The Task: Brand Identity
Create an engaging, memorable and consistent brand identity, staying true to the company’s ethos and to serve their customer: People who are on-the-go, require an extremely user-friendly app, can be used by the most tech savvy to the novice. It was also paramount to the company that the brand was united, from the logo to the website, right through to the stationary and welcome packs for the Pharmaceutical Representatives and other users.
vendorlink BRAnd identity
The Task: Web/Mobile UX and UI Design
The challenge is clear; medical credentialing is anything but simple. The solution, however, is a very complicated process, but most people just need to know three things:
#1 It’s a shockingly inefficient process. Did you know that it takes 70 steps just to get the file ready for committee review? If just one step is missed the entire process stalls. That’s why it can take 2 — 3 months to credential a single provider.
#2 It’s expensive. Depending on their size, hospitals and insurance companies spend between 1 and 5 million dollars on this process each year.
#3 Credentialing is required by law. All hospitals and insurance companies must credential their providers every three years
After our initial User Research to gather feedback from hospitals and vendor reps, we discovered several key areas that needed to be addressed:
Majority of hospitals distributed vendor registration packets asking for credentials and immunization records, due to ‘human error’ and paperwork being left uncollected, this created numerous problems down the line.
The vast hospital cost had to be significantly reduced, if not removed altogether, and the cost would have to be returned to the vendors.
In addition, most hospitals had a system where vendors should register at the Purchasing Department when they came in, but again, it was easy for them to come and go without signing in.
The hospitals also tested a badging system. Vendors going to the Operating Room were assigned red badges while all other vendors had green badges. In the end, the hospital realized it just didn’t have a large enough admin staff to effectively manage the paperwork needed to track the thousands of vendors who came in and out of their facility.
Our Solution
Create a credentialing program that would be less of a burden to the hospital staff and vendor reps.
A simple user experience encompassing all tech levels through mobile, web, and kiosks (creating video tutorials, FAQ sections, and 24-hour help).
A fully automated credentialing process, offering a secure and easy way to upload documents via computer or mobile.
Help prevent companies from sidestepping the Purchasing/Admin Department and meeting directly with physicians.
Whereas traditional credentialing software companies store data for only one institution, Vendorlink provides connections between all institutions. This enables us to create transparency and eliminate redundancy.
Introduce ‘Check-In Kiosks’ that require all pharmaceutical, medical device, and vendor reps to be credentialed and recognizably badged at all times (this would require hospital involvement/education/dedication)
Advise additional kiosks to be placed outside the areas of greatest concern— such as the operating rooms.
vendorlink mobile application
DARk + Light UI themes
vendorlink website design
vendorlink instructional videos
