Overview
Integrated with email/FAX inboxes and Practice Management Softwares (PMS), Facere Smart Admin automates document handling workflows in medical practices — reading incoming referrals, results, and correspondence, then filing each document to the right location.
Role
Product Manager, UI/UX Designer, Frontend Developer
Period
2 weeks in Aug - Sept 2025
Tools
Figma, Typescript, React
Expertise
Problem
Medical documents get imported the Facere AI system automatically from the users faxes and emails. But as we onboarded larger practices, we hit a recurring edge case: a single incoming document often contained information for multiple patients at once (e.g. a pathology document summary covering several patient's results).
The existing system had no way to handle this. Staff had to pull the document out of Facere entirely, manually split it in an external tool like Adobe Acrobat, and re-upload each piece — undoing the automation the product was supposed to provide.
How might we...
automate the document-splitting process itself, while still giving staff full visibility and control over what the AI decides?
Solution
We built AI-driven page splitting directly into the document processing pipeline: the system detects when a document contains more than one patient and automatically separates it into individual tasks. My focus was the front end — designing and developing the correction loop that lets staff intuitively review and fix the AI's split decisions before anything gets filed.
| Decision | Why |
|---|---|
| Three-step flow (Patient → Pages → File Contents) | Matches how staff naturally reason through a document; keeps each screen to one decision |
| Persistent per-page Include/Exclude toggle grid | AI proposes the split — staff only need to correct mistakes, not rebuild from scratch |
| Full-page disabled state for excluded pages | Status readable at a glance, whole document still visible for context |
| Live page-range drop-down summary ("Page 1–3, Page 5") | Lets staff sanity-check the full selection in one glance |
| Confirmation dialog on submit | Provides visibilty into unaccounted pages to prevent user error |
Design Process
Surfaced through customer success calls: one practice estimated ~20% of incoming documents were multi-patient.
Practices described working around it by exporting documents to Adobe Acrobat — leaving the Facere workflow entirely and still paying for a separate tool to perform a manual process.
Accuracy is non-negotiable. Misrouting a page is a patient-safety issue, not a minor bug — every split had to be inspectable before filing.
Staff are time-poor. The review step had to be fast, or busy staff would rubber-stamp it without actually checking.
Trust had to be earned. Practices had already been burned by the lack of splitting support — the design needed to visibly demonstrate control, not just claim it.
Given resource constraints, we ran a two-tier validation strategy: fast internal blitz tests to catch obvious usability gaps early, then real customer conversations to pressure-test the design against actual clinical workflows — before committing engineering time to a build.
Expandable panel, open by default
The Include/Exclude control and page-assignment list lived in a panel that defaulted open. I ran blitz usability sessions internally — engineering and product colleagues walked through the Figma prototype using a think-aloud protocol.
The panel was still too easy to overlook if closed and navigated to the next page, and status wasn't visible on the page itself — the only way to tell which pages were included or excluded was reading the numbers in the right panel. Expanding the panel also shrank the document preview, which mattered since staff need to read small print on the page, and added an extra click to a decision that should have been quick.
Finding: Panel easy to overlook; expanding it shrank the document preview and added a click
Always-visible toggle + full-page disabled state
We removed the expand/collapse entirely so the Include/Exclude button was persistent on screen, and added a full-page disabled overlay so status was visible without reading anything.
Taking this to real customers surfaced a sharper concern — large documents (20+ pages) made page-by-page checking too slow, and a page number alone wasn't enough to judge inclusion:
If there's multiple pages, I want to make sure people actually look at the documents.
— Practice Manager, QLD
Sometimes we receive documents that are 20+ pages — I know staff wouldn't click through each one.
— Practice Manager, NSW
The page number isn't enough — I need to see the contents of each page to know which ones should be included.
— Practice Manager, NSW
Finding: Scalability failure: 20+ page documents were still too slow to audit page-by-page
Numbered instructional sidebar + page summary
We added clear instructional copy (Step 1/2/3) on the side bar so the flow itself couldn't be missed, a page-range dropdown a page-range dropdown summarising every page's status in one place — so managers could audit a 20+ page document at a glance. A confirmation dialog allows user to cross check pages and confirm their selections before submission for additional error prevention.
Roll out & Impact
We started with an beta rollout, enabling the feature flag for customers who came to us asking for this feature and the ones who helped us refine it.
Feedback was immediate and enthusiastic:
Later we rolled out to our entire user base; here are the stats for one particular practice in NSW over a 28 day period:
228
Multi-patient Documents
Received within 26 days at the Medical Centre
10.45h
Time Saved
Compared to manual end-to-end multi-patient document allocation processes.
83.3%
Time Reduction
In document processing time.
| Method | Time per doc | Total (228 docs) |
|---|---|---|
| Manual processing | ~3 min | 11.4 hours |
| Facere Smart Admin | ~15 sec | 57 minutes |
Learnings
Designing with AI, keeping the human in the loop
Automated page-splitting reached 95.9% accuracy — strong, but not perfect. What made it viable in a clinical setting wasn't that number; it was the correction loop behind it. A fast, low-friction way for staff to review and fix a split before it's filed is what let us ship an AI feature without waiting for 100% accuracy first.
The manual-check step isn't a gap in the automation — it's what earns staff's trust in it, and it doubles as a feedback signal: 14.3% of corrections were patient-reassignments rather than page reordering, pointing directly at clinician-matching as the next area to improve.
Challenge the ask, find the root problem
The initial customer request was simple: a manual splitting UI inside Facere. Building that would have solved the immediate complaint but left the real problem untouched — splitting documents by hand is still slow.
Pushing past the literal ask to the underlying time cost is what turned a small UI request into an AI-driven feature that meaningfully improved the workflow, not just moved it. Watching practice staff pick it up and seeing it genuinely lighten their workload was the most rewarding part of this project.
Bring end-users in early
Blitz testing with internal colleagues was fast and useful for catching obvious usability gaps, but it couldn't surface needs specific to the clinical context.
The page-summary dropdown — which turned out to be one of the most valued parts of the final design — only emerged once real practice managers were in the room. Involving that broader mix (practice managers, front-desk staff) from ideation, not just validation, would likely have surfaced it sooner.
~ Serena
Next Project
Festival360