UNITED HEALTHCARE

Micro Case Study—

Reframing a Work Queue Mock Up in Real Time

During a live business discussion, the team was struggling to align on how to design a new work queue without rebuilding backend systems or expanding scope beyond MVP.

Problem

The existing design assumed:

  • Workflows came first

  • Users were assigned afterward

This created tension between business goals and system constraints.

Insight

While listening, I noticed a repeated theme:

“The first thing that needs to happen is selecting a person who will own the work.”

The real problem wasn’t workflow design; it was entry-point framing.

Action

Using Figma Make (AI-enabled design within Figma), during the live meeting, I entered a prompt instructing the system to reinterpret the existing UI through a new, user-first framing.

I reframed the problem in real time:

“Design the queue around selecting a person first, then assigning work.”

Rather than generating a speculative concept, I leveraged Figma Make to rework the current interface structure, allowing us to see how the same system could support a person-first workflow without redesigning from scratch or changing backend assumptions.

1) Example of initial mockup before rework

2) Example of mockup after re-framed within Figma Make (user enters the screen and selects their name.)

3) The user is presented with role-specific work items.

I used structured prompts to:

  • Reframe a work-queue system from queue-first to person-first

  • Test how identity selection and ownership rules should work under MVP backend constraints

  • Validate guardrails that prevent users from accidentally working on someone else’s items

Outcome

The generated concept challenged existing assumptions and unlocked a new solution space without requiring backend changes. I presented it live; the room went quiet, and the director of architecture called out the approach as compelling.

Role of AI

  • AI supported: rapid exploration after reframing

  • Human judgment: recognizing the framing shift, selecting the concept, and guiding discussion

Why It Matters

  • Enabled real-time problem reframing

  • Prevented unnecessary technical rework

  • Accelerated alignment across disciplines