The SCORE Debriefer
Redesigning a survey tool to increase engagement and strengthen culture.
The SCORE Debriefer was meant to guide hospital teams after culture and safety surveys, but it had become a frustrating dead end. Confusing navigation, unclear data, and lack of guidance left leaders without a plan and staff without reason to engage. Confidence in the tool and the process was slipping.
The SCORE Debriefer was meant to guide hospital teams after culture and safety surveys, but it had become a frustrating dead end. Confusing navigation, unclear data, and lack of guidance left leaders without a plan and staff without reason to engage. Confidence in the tool and the process was slipping.
I was brought in to reverse that trend. Working with stakeholders and clinical users, I redesigned the experience around clarity and action, replacing vague reports with clear insights and guided next steps.
I was brought in to reverse that trend. Working with stakeholders and clinical users, I redesigned the experience around clarity and action, replacing vague reports with clear insights and guided next steps.
Timeline
Feb 2024 - June 2024
Role
UX/UI Designer
Goals
Replace stagnant debriefs with a focused, action oriented experience
Give teams clear insights to guide discussion and set priorities
Evaluation
When the Moment That Should Spark Change Falls Flat
When the Moment That Should Spark Change Falls Flat
The SCORE Debriefer was meant to be the moment where survey results turned into action, but instead it had become a dead end. Teams would log in expecting to review insights and plan improvements, only to be met with confusing navigation, dense data, and no clear direction on what to do next.
The SCORE Debriefer was meant to be the moment where survey results turned into action, but instead it had become a dead end. Teams would log in expecting to review insights and plan improvements, only to be met with confusing navigation, dense data, and no clear direction on what to do next.
Without guidance or meaningful takeaways, discussions stalled, participation dropped, and trust in the process eroded. What should have been a catalyst for cultural change had become just another meeting on the calendar.
Without guidance or meaningful takeaways, discussions stalled, participation dropped, and trust in the process eroded. What should have been a catalyst for cultural change had become just another meeting on the calendar.
The Issues Stood Out Right Away:
The Issues Stood Out Right Away:
Navigation
Navigation
Breadcrumb labels are vague and unhelpful.
Breadcrumb labels are vague and unhelpful.
Buttons
Buttons
Too many equal weight CTAs, unclear primary action.
Too many equal weight CTAs, unclear primary action.
Interactions
Interactions
Print and Save lack purpose and context.
Print and Save lack purpose and context.
Scroll Bar
Scroll Bar
Unnecessary scroll bar adds visual noise and hides content.
Unnecessary scroll bar adds visual noise and hides content.
Insight
Insight and Design Requirements
Insight and Design Requirements
Before starting the design, we revisited the persona and empathy map from a previous SCORE workshop to stay grounded in real user needs.
Before starting the design, we revisited the persona and empathy map from a previous SCORE workshop to stay grounded in real user needs.
What Our Research Told Us
We learned that users needed more than just functionality. They needed to feel confident, supported, and clear on what to do next. The design had to meet those emotional needs just as much as the practical ones.
We learned that users needed more than just functionality. They needed to feel confident, supported, and clear on what to do next. The design had to meet those emotional needs just as much as the practical ones.
Reassure the User
Reassure the User
The experience should feel easy to trust and simple to navigate right away.
The experience should feel easy to trust and simple to navigate right away.
Offer Clear Direction
Offer Clear Direction
The design should gently guide users through each step with clarity.
The design should gently guide users through each step with clarity.
Keep It Simple
Keep It Simple
The interface should feel clean and easy to understand at a glance.
The interface should feel clean and easy to understand at a glance.
Focus on Outcomes
Focus on Outcomes
Every interaction should feel like progress toward something that matters.
Every interaction should feel like progress toward something that matters.
Concept
The New Design Concept
The New Design Concept
To fix the slow load times and clunky pagination, I explored inspiration from everywhere comparable products, Dribbble, and other real world examples. But I kept coming back to in page navigation patterns from design systems like Polaris, Orbit Kiwi, and Microsoft Fluent.
To fix the slow load times and clunky pagination, I explored inspiration from everywhere comparable products, Dribbble, and other real world examples. But I kept coming back to in page navigation patterns from design systems like Polaris, Orbit Kiwi, and Microsoft Fluent.
In page navigation works because it keeps users in flow, removes load times, supports smooth momentum, and allows for natural progression through the experience through vertical scrolling.
In page navigation works because it keeps users in flow, removes load times, supports smooth momentum, and allows for natural progression through the experience through vertical scrolling.
Why This Works For Us
Switching to in page navigation didn’t just simplify the layout, it helped the experience feel more connected, more focused, and more human.
Switching to in page navigation didn’t just simplify the layout, it helped the experience feel more connected, more focused, and more human.
Keeps Users Moving
Keeps Users Moving
Kept users in flow with no loading interruptions or dead ends. This reinforces momentum and avoids second guessing.
Kept users in flow with no loading interruptions or dead ends. This reinforces momentum and avoids second guessing.
Easier to Follow
Easier to Follow
By the dial we show context by comparing the user's scores to other hospitals in a clear, visual way.
By the dial we show context by comparing the user's scores to other hospitals in a clear, visual way.
Faster to Use
Faster to Use
Eliminating page loads makes the experience feel lightweight and immediate, which builds confidence and reduces friction.
Eliminating page loads makes the experience feel lightweight and immediate, which builds confidence and reduces friction.
Outcome Focused
Outcome Focused
With everything on one page, users stay focused on their goal and not the mechanics of getting there.
With everything on one page, users stay focused on their goal and not the mechanics of getting there.
Feedback
Client Feedback
Client Feedback
We shared mid fidelity designs with stakeholders, designers, and real users. Early feedback confirmed that the core structure was working as intended, with no major concerns and strong alignment across teams.
We shared mid fidelity designs with stakeholders, designers, and real users. Early feedback confirmed that the core structure was working as intended, with no major concerns and strong alignment across teams.
More importantly, we brought the updated Debriefer to the University of Maryland Medical System, a large client. Their team had no requested changes and gave full approval.
More importantly, we brought the updated Debriefer to the University of Maryland Medical System, a large client. Their team had no requested changes and gave full approval.
Since the Debriefer is directly tied to each unit’s SCORE survey, which only runs once or twice a year, clients emphasized the importance of gathering meaningful feedback after future survey cycles when teams are actively using the tool in context.
Since the Debriefer is directly tied to each unit’s SCORE survey, which only runs once or twice a year, clients emphasized the importance of gathering meaningful feedback after future survey cycles when teams are actively using the tool in context.
This is a deeply emotional and time consuming process, often focused on burnout, team dynamics, and psychological safety. That context is hard to simulate in standard usability testing.
This is a deeply emotional and time consuming process, often focused on burnout, team dynamics, and psychological safety. That context is hard to simulate in standard usability testing.
From a Dead-End Workflow to a Clear, Action Driven Tool That Builds Momentum
From a Dead-End Workflow to a Clear, Action Driven Tool That Builds Momentum
The director of design left great feedback on the final version through our internal tool.
The director of design left great feedback on the final version through our internal tool.
Blake, thanks for your great work on the SCORE Debriefer. You’ve not only taken the original feedback and provided optimal solutions for them, but consistently dig deeper finding and suggesting additional solutions that greatly improve the user experience.
Chad L.
Design Director
The director of design left great feedback on the final version through our internal tool.
Blake, thanks for your great work on the SCORE Debriefer. You’ve not only taken the original feedback and provided optimal solutions for them, but consistently dig deeper finding and suggesting additional solutions that greatly improve the user experience.
Chad L.
Design Director
From Confusion to Clarity: Redesigning the Survey Results Experience
From Confusion to Clarity: Redesigning the Survey Results Experience
Impact
What Changed and Why it Mattered
What Changed and Why it Mattered
The Debriefer redesign transformed a confusing, stagnant tool into a clear, action-focused experience that gave teams stronger plans and restored confidence in the SCORE process.
The Debriefer redesign transformed a confusing, stagnant tool into a clear, action-focused experience that gave teams stronger plans and restored confidence in the SCORE process.
Keeping Teams Fully Engaged
Keeping Teams Fully Engaged
The redesigned flow presented results in digestible, scannable formats with prompts that kept discussions moving. Teams stayed focused and left sessions feeling their time was well spent.
The redesigned flow presented results in digestible, scannable formats with prompts that kept discussions moving. Teams stayed focused and left sessions feeling their time was well spent.
Creating Stronger Action Plans
Creating Stronger Action Plans
Action plans are the backbone of culture improvement. They turn survey results into concrete steps. With clearer guidance and smarter structure, teams built stronger, more targeted plans that gave everyone confidence about what to do next.
Action plans are the backbone of culture improvement. They turn survey results into concrete steps. With clearer guidance and smarter structure, teams built stronger, more targeted plans that gave everyone confidence about what to do next.
Restoring Trust in the Process
Restoring Trust in the Process
Stakeholders had begun to doubt the Debriefer’s usefulness. The redesign changed that by proving it could surface insights clearly and support real outcomes. What once felt like wasted effort now felt like a reliable driver of change.
Stakeholders had begun to doubt the Debriefer’s usefulness. The redesign changed that by proving it could surface insights clearly and support real outcomes. What once felt like wasted effort now felt like a reliable driver of change.
I work best in the gray where scattered thinking and broken tools need clarity, structure, and real outcomes.
Copyright © Blake Schubert 2025 - Created with Figma, Lottie Lab & Kling.AI
I work best in the gray where scattered thinking and broken tools need clarity, structure, and real outcomes.
Copyright © Blake Schubert 2025 - Created with Figma, Lottie Lab & Kling.AI