Video Visits
The Idea
Reimagine the video visit experience to feel more human. Guide members with ease and design for a future where care continues to evolve.
Members and providers currently join video visits through separate products and paths. The experience feels fragmented and inconsistent. The goal is to bring everything together into one unified journey that feels seamless from start to finish.
Unified digital ecosystem
Simple, modern experience
Clarity and satisfaction
Scaleable design system
Highlights
• Current video visits as virtual care felt routine, not exceptional.
• Managed an external design partner while working with clinical, operations and engineering teams to explore how the new design system could streamline the video visit journey.
• Helped bring satisfaction into the mid 80s with an 8.6 out of 10 likelihood to recommend.
Role & Focus
Virtual care experience · Telehealth UX · Service design · Workflow design · Vendor Management (YML) · Member journeys · Behavior change & adoption · Enterprise healthcare platforms · Prototyping · Experimentation & A/B testing · Metrics-driven design · Clinical stakeholder collaboration