ThermoFisher Case Management System

CASE STUDY

Introduction

Leveraging my UX strategy skills I designed this unified case management system from the ground up to streamline collaboration across multiple departments, reduce friction, and accelerate resolution times — all within a tight delivery window.

Human-Centered Discovery

Facilitated Design Thinking workshops with stakeholders from legal, compliance, and customer service to define shared needs and reimagine how “a case” should function across the enterprise.

Cross-Functional Innovation

Built consensus across silos and led the UI/UX design process to support real-time, multi-department collaboration inside a modern, scalable digital ecosystem.

Quick Snapshot

Role: UX Lead & Interim Product Manager
Timeline: 12 months
Tools: Figma, Miro, Luma, Jira
Result: 30% reduction in task handling time

Navigating the obstacle course

The Challenge

Customer service reps at ThermoFisher relied on up to 10 disconnected applications to resolve a single issue. Interdepartmental communication was slow, siloed, and depended heavily on outdated legacy systems. The need: design a unified case management system that could centralize workflow, enhance collaboration, and support a smooth transition from the mainframe—all on a tight timeline.

In addition, the project faced significant challenges, including low UX maturity and conflicting workflows across departments. The tight timeline added pressure to deliver a solution that was both innovative and functional, requiring a strategic approach to design and implementation. Addressing these challenges involved a deep dive into user needs, iterative design processes, and collaboration across teams to ensure the final product met all requirements and exceeded expectations.

My Role

Lead UX Designer/Interim Product Manager

As UX Lead within the Digital Front Office team, I was responsible for designing the new case management system from scratch. I also stepped in as interim product manager after the PM’s sudden departure. I led weekly Design Thinking workshops across departments, interviewed SMEs, mentored junior designers, and coordinated system knowledge gathering, prototyping, testing, and delivery.

The Approach

Strategic Design Methodology

We used Design Thinking to guide discovery, ideation, and validation:

Empathize: Co-led design workshops and conducted SME interviews to understand goals, workflows, and frustrations.
Define: Collaborated to clarify what a “case” meant, mapped the case lifecycle, and identified the MVP.
Ideate: Sketched concepts, mapped user/system flows, and created interactive wireframes.
Prototype & Test: Conducted usability testing with real users, iterated based on feedback, and validated flows with engineering.
Deliver: Used sprint-based delivery to build a unified case dashboard, case card system, and interface for interdepartmental collaboration.

Project Gallery

UI/UX & Process Artifacts

Results & Insights

%

30%+ reduction in average handling time (AHT)

2214 of 2768 users projected to migrate off the mainframe by Q2 2024

%

Interdepartmental communication improved 28% with real-time case collaboration and commenting

Bonus Achievements

One of the biggest mindset shifts came when we visualized all department workflows together during workshops. Each team assumed theirs was unique—until they saw the overlap. That’s when real collaboration began.

Stakeholder Testimonials

Doug’s proficiency in design facilitation allowed him to effectively collaborate with cross-functional teams, ensuring that all stakeholders were aligned on the product vision and goals.

-Brent Bowers, Sr. Manager User Experience

I didn’t know UX could bring this much clarity to a cross-department system. This helped us move faster and think smarter.

-Sunnie Fenk, IT Business Relationship Partner

Doug brought structure to chaos. His ability to lead design thinking sessions across multiple departments gave us a system that actually works the way we do. This project would have stalled without his leadership

-Jigna Bhakta, Commercial Digital, User Experience & Automation Director

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