The question outgrew the search.

Every other entry point in the system required users to already know where they were going. I asked what they were actually trying to accomplish — and that question led from a search feature to a sourcing system built around four distinct jobs-to-be-done.

Role

Senior Product Designer

Outcome

Phased rollout starting with network-level sourcing. Clients who had been requesting easier provider access for years cited immediate value — including the ability to come in with a provider name or question from outside the system and find them directly. Internal support staff reduced investigation time on client calls significantly.