Role
Lead Product Designer
Time
12 months
Platform
Web, iOS, Android
Team
1 PM,
8 engineers, 2 designers
Initiative
Three-way merger
In 2021, Doctor On Demand, Grand Rounds Health, and Included Health merged. Each offered a different, unique value to members.
With over 400 coverage partners, more than 30 care services, and hundreds of doctors, merging our complex care ecosystem into one app promised to provide our 17M + members a simpler journey to health.
How might we serve the health needs of 17 million members in one simple interface?
Discovery
Internal workshops, multi-method user research, and ideation at multiple fidelities.
Goals
Enable all 3 populations to get care in one app.
Implement an IA that supports both virtual care and insurance navigation.
Maintain continuity of care from legacy apps.
Solutions
A sign up flow that lets everyone in the door
AI-powered care
Over the course of this work, we introduced Dot, an AI healthcare assistant. Dot helps members track their health from month to month, understand insurance, and connect to doctors.
Making it easy to get help
With three brands merging, we expected a lot of questions. We made it easy to get help from a highly-trained human, or instantly from AI.
Simplified information architecture
Through high-level conversion data, low-fidelity usability testing, and A/B testing, we landed on a base IA that is both intuitive, and flexible for the growing needs of our product configurations.
Impact
A highly configurable care platform for millions of members with varying service access
covered lives in one configurable app
165k
increase in searches for care in new IA