Care interactions

Overview

In 2023, we launched a net-new in-app booking and in-app messaging services which enabled members to have anytime access to their care team, and a growing list of care offerings.

As a clinical experience, PTs and health coaches are staffed and available to members — but in the existing world, communication and booking was fragmented across services and felt impersonal and robotic.

My role

  • Lead UX designer for the care interactions

  • Defined suite of net-new design system components to support new functionality

  • Drove leadership alignment on a member-first, operationally viable experience

Impact

  • Booking rates increased 30%

  • Message response rates increased 10%

  • Saw meaningful gains in retention and engagement directly correlated to care team access

  • Expanded offerings to allow for virtual + in-person booking and expanded provider types (i.e. orthopedic consults) with minimal engineering lift

Approach

  • Conducted competitive analysis with a focus on high-end, hospitality-first services to understand what makes in-app interactions feel personal, human, and secure

  • Defined a member first experience and used narrative storytelling to ensure operational scale and alignment

  • Proactively created framework for care interactions that allows for scaling the care offerings, enabling rapid integration of new programs

  • Created product definition and display rules that allowed for rapid scaling to web and other internal tools

I defined and delivered the booking framework for various access points + visit/provider types.

By exposing access to message the care team, our operations needed to be set up to scale. Before they could make the changes, we needed to be crisp on the experience — using narrative storytelling, I was able to clearly communicate the operational needs and gain leadership alignment on the messaging experience.

I defined and delivered the messaging experience from core mechanics to pixel-perfect UI for this net-new in-app experience.