Toothzap
Product Design Consultant
2026
Dental orders moved through multiple stakeholders with different responsibilities, timelines, and incentives. The absence of a unified state model led to delays, manual follow‑ups, unclear accountability, and poor dentist experience.
The challenge was not just tracking progress, but designing a system that allowed parallel work while maintaining deterministic order flow.
Stakeholders
Dentists— Dentists value predictability and clarity, not internal operational complexity.
Prosthetic Designers— Designers need uninterrupted focus and creative flow.
Prosthetic Fabricators— Fabricators require clear acceptance signals and production readiness.
Admins— Admins need control, escalation paths, and visibility across the lifecycle.
Delivery Agents— Delivery teams depend on accurate scheduling and handoff clarity.
Patients— While not direct users, patients benefit from reduced treatment time and fewer visits.
Process & Outcomes
Lifecycle Mapping
Lifecycle mapping focused on researching and defining every step an order goes through and every point where intervention, decision‑making, or coordination is required. This helped uncover hidden dependencies, clarify ownership, and design a system that supports real‑world workflows rather than idealized ones.
Service Map Design
Created a multi‑actor service map capturing parallel workflows across dentists, designers, fabricators, admins, and delivery—highlighting timing, dependencies, and escalation points.
This helped:
Identify bottlenecks early
Distinguish normal delays from true exceptions
Design role‑specific visibility without fragmenting the system
Unified App Experience
Designed a single, cohesive application that brings together:
Order creation
Intelligent distribution
Real‑time tracking
Acceptance and delay signaling
Escalation and ticketing
Delivery coordination
All stakeholders interact with the same underlying system—while seeing only what’s relevant to their role.
Project details such as UI prototype and service map walkthrough available upon request due to IP considerations.