Agency
Nov 2023
Integrated Community Options
ICON is a long-standing adult behavioral health organization serving 125+ clients with a largely paper-based workflow. Outdated systems created bottlenecks in data access, reporting, and communication, directly impacting staff efficiency and client care. This project focused on digitizing workflows, centralizing data, and improving operational reliability through a secure web-based portal.
Conducted a deep audit of ICON’s day-to-day operations, working closely with administrators and support staff to understand workflow breakdowns, data security risks, and adoption constraints. Mapped legacy paper-based processes, identified critical bottlenecks (notes, scheduling, timesheets, audits), and defined success criteria around accessibility, security, scalability, and cost.
Evaluated feasible technical solutions based on staff computer literacy, budget, and long-term scalability. Leveraged ICON’s existing Google Workspace to minimize cost and learning curve, then designed a web-based portal layered on top of a centralized data system. Prototyped multiple interfaces, validated assumptions with stakeholders, and aligned the solution around simple, role-based user experiences.
Led large-scale digitization of physical records while simultaneously developing the portal and its integrations. Established secure access controls, role permissions, and reporting outputs that mirrored existing paper formats to ensure continuity with external partners. Built templates, workflows, and documentation to support consistent data entry and reporting.
Executed an organization-wide rollout, onboarding staff into Google Workspace, provisioning credentials, and delivering hands-on training. Monitored early usage, addressed workflow friction, and refined permissions and processes to stabilize adoption while minimizing disruption to daily operations.
Following successful adoption, scope expanded to include branding, website development, and additional product features driven by real usage. Unified brand identity across ICON and its parent organization, launched a new public website, and continued iterating on internal tools to support growth and scalability.
