Trudell Medical
Mapping Journeys to Drive Clarity
Type
Journey Flows · Strategy · Service Design
Team
Design Lead, 2 BAs, Project Manager
Client
Trudell Medical
Role
Product Designer (Individual Contributor)
Duration
13 Weeks
Tools
Figma, Microsoft Dynamics 365
We created 11 journey maps that gave Trudell visibility into how people, data, and processes connected across their digital ecosystem. These maps became a foundation for change management, process clarity, and IT modernization.
The Solution
Trudell Medical, an industry-leading medical manufacturer in the respiratory health space, set out to modernize its systems with a platform that connects people, data, and processes.
The Challenge
So, what was the issue?
A one-size-fits-all system treated every role the same.
Field techs, sales, and customer service all struggled with inefficiencies, confusion, and unclear responsibilities.
Why were we brought in?
Trudell wanted a seamless employee experience across multiple platforms.
They needed clear role-specific workflows to show how each persona moved between modules.
As part of their digital transformation from paper/manual processes, they needed a solid foundation for the future.
Mapping the Current State → We created detailed journey maps to illustrate how processes were really happening, visually separating roles and platforms to show where responsibilities overlapped and workflows broke down.
Designing the Future State → Future-state journeys showed role-specific flows with customer touchpoints, feedback loops, and collaboration points — helping employees see not just what to do, but why it mattered.
Alignment → The maps became a bridge between business and IT, simplifying technical procedures while balancing high-level oversight with detailed tasks for field technicians, customer service, and sales teams.
The Process
Workshops & Research → We partnered with leadership and field staff to understand frustrations, motivations, and needs across roles. This helped us identify overlaps, inefficiencies, and where Dynamics 365 could better support users.
Our Research Emphasized → The need to explain tasks in a clear, narrative-driven way, separating departments, roles, and platforms so responsibilities were easy to follow. We also focused on translating complex technical language into terms that all employees could understand, ensuring the workflows felt approachable and usable across the organization.
Key Results
Operational Clarity → Clearer roles, reduced overlaps, and simplified task flows.
Change Management → Journey maps became a shared reference point across leadership and employees. They played a heavy role in training and creating the future licensing strategy.
Strategic Foundation → Provided the blueprint for Trudell’s Microsoft Dynamics 365/digital modernization.
Reflections
This project reminded me how powerful research can be in shaping processes and strengthening communication between teams. By combining journey mapping with close collaboration across leadership and staff, we were able to bring clarity to complex workflows. While the work wasn’t heavy on UI, it set the stage for smoother operations and gave Trudell a strong foundation for their digital transformation.