ClearPath Referrals
Healthcare referral tracking platform — research through build, limited adoption after launch
Healthcare referral tracking platform — research through build, limited adoption after launch
Overview
ClearPath was a platform designed to help clinics and community services track patient referrals more reliably. The goal was to reduce lost referrals, improve visibility of waiting times, and give both referrers and receiving services a clearer shared picture.
We supported the project from early research through UX design, information architecture and collaboration during the build. The product reached a working launch version.
The challenge
Referral processes were fragmented across email, phone, paper and multiple systems. Staff were frustrated by missing information and lack of status updates. The client wanted a single place to send, receive and track referrals.
On the surface the need looked strong. The harder problems were organisational: different services had different workflows, data-sharing rules were sensitive, and busy clinical staff had little tolerance for extra steps.
What we did
The work covered:
Discovery interviews with referrers, receiving teams and administrative staff
Mapping of current referral journeys and failure points
UX design for core flows (creating a referral, receiving, updating status, chasing)
Prototype testing with staff in realistic task scenarios
Collaboration with the development team through build and early refinement
Support around launch readiness and initial training materials
Research and design improved clarity of the core flows and reduced some of the most obvious usability issues before launch.
Outcome
The product launched in a usable state. Early technical performance was acceptable and the interface tested reasonably well in controlled sessions.
Adoption, however, remained low. Several services continued using existing workarounds. Integration with other systems was limited, which meant staff often had to duplicate effort. In some teams the new process felt slower than informal email, especially when referral volume was high or information was incomplete.
After a period of limited uptake, the client paused wider rollout and shifted focus to narrower workflow improvements and better integration planning rather than expanding the platform.
What we learned
A product can be well researched, carefully designed and competently built — and still struggle if the surrounding operational and technical context is not ready.
In this case, usability was not the main barrier. The deeper issues were incentives, integration, and the cost of changing established (if imperfect) habits under time pressure.
The project highlighted the importance of testing not only whether people can use a product, but whether they will use it when it sits alongside real constraints, legacy systems and competing priorities. Validation of need early on is essential — but continued validation through pilot use and operational fit is just as critical after design and build.
