Background

LocumTenens, a healthcare staffing organization within Jackson Healthcare, needed to overhaul its user profile and credentialing application process. The primary goal was to enhance user experience, making the system easier to adopt and navigate.

The redesign aimed to optimize data entry and the transition to credentialing, ultimately improving data accuracy. The project followed an expedited plan involving expert review, UX/UI redesign utilizing current brand standards, and iterative feedback. Key considerations included user personas and relevant metrics to measure the success of the improvements.

Challenge

LocumTenens faced a series of challenges stemming from its outdated, paper-based credentialing system. The experience was cumbersome for clinicians and inefficient for internal teams, often leading to incomplete applications and inconsistent data.

Key challenges included:

• A paper-based workflow that introduced friction, delayed processing, and created a poor user experience.

• Disorganized navigation and a non-intuitive flow that made it difficult for clinicians to complete the application without assistance.

• A lack of automation, resulting in excessive manual data entry and an increased risk of errors.

These issues contributed to low completion rates and frequent follow-ups by support teams. Additionally, the existing system was not responsive or aligned with modern web standards, limiting accessibility and failing to meet user expectations. LocumTenens needed a solution that could enhance usability, align with its brand standards, and encourage rapid adoption—all within a highly compressed timeline.

Solution

To address these challenges, OneSpring partnered with LocumTenens to design a modern, clinician-centered digital credentialing application. The solution was developed over an intensive series of sprints, leveraging rapid prototyping, user experience strategy, and collaborative iteration to ensure a high-impact outcome.

“OneSpring streamlined our credentialing process, reducing application time and significantly increasing completion rates.”

 – VP, Marketing, Healthcare

The project began with a comprehensive review of current user flows, supported by expert evaluations of competitor platforms, including Comp Health and Staff Health. This allowed the team to identify gaps and opportunities for innovation. Through persona development and user journey mapping, the team gained deeper insight into the needs of both primary users—clinicians and recruiters.

A major focus was on reducing friction through intuitive design and smart automation. Guided onboarding, progress tracking, and contextual inline messaging were implemented to simplify the process and support users at every step. Complex forms were broken into smaller, more digestible sections using progressive disclosure techniques, helping to prevent user overwhelm. To streamline document management, drag-and-drop uploading and integration with cloud services like Dropbox and Google Drive were incorporated.

“Their intuitive design made the experience smoother for clinicians and easier for our team to manage.”

 – VP, Marketing, Healthcare

Automation also played a central role. The redesigned system was structured to support data pre-population via API, with future opportunities for OCR integration to minimize manual input. Real-time notifications—such as alerts for expiring credentials—were also introduced to keep users informed and engaged throughout the process.

Designs were created in Adobe XD and shared continuously with stakeholders, enabling daily feedback and refinement. The UI was built to align with LocumTenens’ brand standards and the Google Material Design framework, ensuring a consistent and professional experience. The final deliverables included all design assets and interactive prototypes that were ready for development handoff.

Results

The redesigned credentialing experience resulted in measurable improvements in usability and process efficiency:

• 62% increase in application completion rate

• 47% reduction in time-to-complete credentialing applications

• 33% improvement in data accuracy, based on help desk ticket reductions