VOCA LABS — Healthcare SaaS
A stability-first communication system optimizing cash recovery for high-volume healthcare teams.
CONTEXT
Revenue Cycle Management (RCM) teams in healthcare operate in performance-driven environments. Call throughput directly impacts cash recovery.
Existing dialers suffered from:
• Call instability
• Unreliable recording
• Lack of compliance visibility
• Lag-heavy interfaces
Operational friction translated into financial impact.
I led branding, product strategy, UX and frontend development.
DISCOVERY & INSIGHTS
I conducted contextual interviews with RCM callers and supervisors.
Key patterns:
1. Callers operate under cognitive load.
High-volume calls create stress environments.
2. Stability equals trust.
When recordings fail or calls drop silently, anxiety rises.
3. Compliance is invisible until it fails.
Users want proactive visibility, not reactive alerts.
The opportunity was not to build another dialer.
It was to build a stability-first system.
REFRAMING THE PROBLEM
Initial assumptions focused on adding more predictive dialing features.
Discovery reframing:
How might we design a system where stability and compliance feedback eliminate operator anxiety?
This shifted the focus from features to core reliability and real-time state communication.
PRODUCT STRATEGY
Design direction focused on:
• Real-time call state visibility
• Persistent recording confirmation
• Compliance indicators
• Reduced interface clutter
• Performance-optimised UI
We structured the product around clarity during active calls.
INFORMATION ARCHITECTURE
The UI hierarchy prioritised:
Active call state
Compliance indicators
Performance metrics
Historical data
Active call feedback is visually dominant.
Low-frequency elements were intentionally deprioritised to reduce cognitive load.
SYSTEMS & IMPLEMENTATION
Built on NextJS with FastAPI backend.
Key implementation decisions:
• Performance-first rendering
• Lightweight component system
• Real-time state updates
• Scalable UI anticipating 100+ concurrent users
As frontend lead, I ensured UI logic aligned tightly with backend event architecture.
LEADERSHIP & COLLABORATION
• Led ideation sprint
• Converted insights into MVP roadmap
• Coordinated closely with cofounder on backend
• Conducted rapid usability validation
Product shipped within one week of validation sprint.
OUTCOMES
• First trial organisation with 100 callers
• 25 calls per day per caller
• Strong positive usability feedback
• GTM feedback loop integrated into roadmap
REFLECTION
In operational environments, stability is design.
Reducing anxiety can directly impact performance metrics.