Redefining how to find the right doctor
During my time at Deloitte Digital the leading physician search engine, HealthGrades approached us to redesign their Android app. However, I saw an opportunity to think bigger and push the experience in a new direction. At the time the existing HealthGrades experience was very focused on reaction; User has a need / User search for solution. After much ideation, concepts and whiteboards the script was flipped to a more preventative focus.
How I got it done:
A Vision
The challenge was to design and develop an Android proof-of-concept (POC) that:
Provided an intelligent and seamless search-to-appointment journey
Engaged users through a conversational, card-based interaction model
Integrated profile creation, appointment scheduling, and provider comparisons
Supported user retention and monetization opportunities through value-driven engagement
Adapted to different user personas—including those seeking immediate care and those managing chronic conditions
Executing:
To address these challenges, I led the product design and experience strategy, collaborating with Deloitte Digital and Healthgrades teams to craft an intuitive, AI-powered healthcare assistant:
Conversational UI & Smart Hand-off: Ensured a seamless transition from Google search to the Healthgrades app, maintaining user context and making provider discovery effortless.
Card-Based UX Framework: Developed an interactive card model that allowed users to browse providers, compare specialists, and receive recommendations in a digestible format.
Personalized Healthcare Companion: Designed a dynamic, context-aware assistant that learned from user interactions, tailoring recommendations and appointment options.
Pre-Appointment Experience: Enabled pre-check-in, paperwork automation, and visit preparation, reducing administrative friction for patients.
Post-Appointment Flow: Introduced real-time provider feedback prompts (similar to Uber driver reviews), encouraging continuous user engagement and data-driven quality improvement.
Family-Centric Dashboard: Expanded the experience beyond individual users, allowing families to co-manage healthcare needs within a unified interface.
The Impact:
Enhanced User Engagement: The POC successfully demonstrated an increase in retention by guiding users through a frictionless healthcare journey.
Seamless Appointment Booking: The smart UI/UX led to a higher conversion rate for appointment scheduling, reducing drop-offs in the provider search phase.
Optimized User Experience: The conversational AI model and card-based UX simplified complex healthcare decisions, fostering trust and engagement.
Scalable for Growth: The app’s modular framework allowed for future expansion into chronic care management, increasing Healthgrades' value proposition.
Monetization Opportunities: By integrating personalized recommendations, new revenue streams emergedthrough premium provider placements and in-app partnerships.
