Putting Care back in Healthcare
Relaunched in January 2023
Overview
As Product Design Lead, I guided UX strategy and design, collaborating closely with stakeholders, developers, and users to consolidate the fragmented processes into a unified healthcare platform that simplified complex healthcare decisions for employees, employers, brokers, healthcare providers, and insurance companies.
After launching in January 2023 to early adopters, the impact was immediate—our very first two customers successfully reduced their annual healthcare expenses by $3.2M.
Project Highlights
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Design
Product
Drove Design & Delivery
Led as design lead & tech PM to ensure smooth execution
Claims
Retrieval
Employee
Portal
Care
Concierge
Care
Advocacy
Insurance
Marketplace
Patient
Analytics
Streamlined Disconnected Processes
Used service design to create a unified workflow, reducing process time from 8 to 2 months
Ensured Responsive Design
Ensured scalable design for a seamless cross-device experience
Built a Modular Design System
Enabled unique product voices under one cohesive brand umbrella
Ideate
Test
Measure
Learn
Learn
Test
Animate
Test
Measure
Measure
Enhanced Product Value with Continuous Product Discovery
Ran 8 short experiments to validate ideas and reduced risk
Process Walkthrough
Discovery
• Started with Lightning Talks with the founders to unpack frustrations, domain quirks, and success metrics within the problem space.
• Then dove deeper into the current workflow through Discovery Interviews with users
• Mapped out the current processes using multiple Service Blueprints to understand where things stand
Definition
• Synthesised the findings into broad themes using Affinity Mapping to enable better problem convergence
• Framed the problems into opportunities using the How Might We framework
• Crafted some ideal user journey's anchored on the HMW's in the form of Golden Paths
Design
• Defined the early design direction for the product through a Crazy 8 exercise with the founders.
• Created initial designs to align on the overall product design direction
• Delivered 30 screens within 72Hrs which are based on the agreed upon Golden Paths
Validation
• Conducted 20+ Usability Testing sessions to validate the hypotheses used to create designs
• Continued Continuous Product Discovery practices to minimise risk before product launch
Delivery
• Created a Hub-Spoke model design system to enable easy execution across multiple products
• Developed new design hand-off practices for a seamless developer experience
Output
Results
Here, the outcomes and achievements of the project are highlighted, including user feedback, adoption rates, and industry recognition.
Increased Efficiency
Users report significant time savings and improved productivity through optimized scheduling recommendations.
Positive User Feedback
High user satisfaction ratings and positive reviews highlight the app's intuitive interface and powerful AI capabilities.
Growing User Base
The app quickly gained traction among individuals and businesses worldwide, with a steady increase in user adoption and engagement.
Work
About
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