01 / START WITH THE NEED
You know what feels wrong.
Not always who to see.
I connected symptoms to suitable consultations through plain-language guidance and speciality descriptions.
All work
CARE.FIT / 2019–2020
Care beyond the call
When clinics closed, care couldn’t stop. I led research and design to bring consultations online and connect the steps before and after each call.
- Role
- Research and design owner.
Product strategy and engineering handover. - Collaboration
- Product manager, engineering and a visual design studio.
- Period
- December 2019–September 2020
care.fit / cult.fit - Scope
- Patient app, doctor’s EMR, diagnostics and COVID-19 care.
371%
Revenue uplift at tele-consultation launch.
57%
Month-on-month revenue growth.
92%
Increase in repeat consultations.
48.3% monthly AOV increase
27.8% monthly CVR for COVID-19 packs
3.74 consultation rating
Six-month service-level results, not evidence of individual UI effects. Retained records omit full baselines and the rating scale. AOV is average order value; CVR is conversion rate.
TL;DR / Overview
- Problem
- Move consultations online during COVID-19 without losing trust, clinical context or follow-up care.
- Role
- I owned research and design, partnered with the PM on strategy and handed over to engineering.
- Surfaces
- Patient app and doctor’s electronic medical record system: consultations, diagnostic booking, prescriptions and COVID-19 care.
- Reach
- Patients, family members booking for them, and clinicians.
- Result
- Care.fit recorded a 92% increase in repeat consultations during six months of service-level tracking.
- Status
- Launched within two months, with feature rollout and post-launch research over two quarters.
01 / THE CONTEXT
The clinic closed.
The problem got bigger.
COVID-19 halted on-ground consultations and diagnostics. Moving care online meant more than adding a video call.
Care.fit offered doctor, nutrition and lifestyle consultations; check-ups, diagnostics, skin and hair services; at-home sample collection, medical records and follow-up care.
I owned research and design across the patient app and doctor’s EMR, partnering with the PM on direction and engineering on delivery.
Patients still needed answers: Who should I see? Can I trust them? What happens after the call?
I adapted offline workflows, protected clinical context and worked within existing infrastructure, leaving room for feedback after launch.
1 monthProduct thesis and designRapid iteration; paper wireframes for complex flows.
2 monthsFrom concept to launchSpeed to market was the immediate priority.
6 monthsOf results trackingFeatures rolled out over the next two quarters.
02 / THE EXPERIENCE
One journey.
Several moments of confidence.
Each screen helped patients find care, weigh their options, consult and follow up. Explore the decisions along the journey.
You know what feels wrong.
02 / MAKE TRUST VISIBLE
A doctor is more
than an available slot.
I surfaced credentials, registration, expertise and availability. Hospital-chain doctors alongside independent practitioners added another trust signal.
03 / FIND A TIME
Compare the doctor
and the appointment together.
I kept available times beside the doctor’s experience and fee, with filters for day and location. Patients could compare options without opening every profile.
04 / MAKE THE CONNECTION
Choose the way
you’re comfortable with.
Patients could choose audio or video; I used Twilio for cost-conscious in-app calling alongside appointments and one-to-one chat.
05 / KEEP THE CONTEXT
Following up shouldn’t
feel like starting again.
I kept the same doctor, history and reminders within reach, connecting follow-up to prescriptions, diagnostics and medication delivery.
Not every call starts on time.
The connected call was only one state to design. Patients also needed a choice of mode, help with a weak connection, and a clear answer when a doctor was delayed or unavailable.
01 / AUDIO
A phone call was
a valid way to consult.
The appointment screen offered audio as an explicit option and let patients update the number the doctor would call.
02 / VIDEO
Know where
to join.
The video state brought “Join now” into focus while retaining the appointment details, messaging and rescheduling options.
03 / CONNECTION
A weak connection
needed a way through.
Rather than leave poor connectivity unexplained, the in-call prompt suggested turning off video. Camera, microphone, chat and end-call controls stayed in place.
04 / UNAVAILABLE
If the doctor can’t join,
say so.
This state explains the doctor’s unavailability and provides a direct reschedule action, rather than an indefinite waiting screen.
05 / DELAYED
Waiting feels different
with an explanation.
A separate state says the doctor is finishing a previous appointment and shows an estimated wait. A delay and a cancellation shouldn’t look the same.
06 / CONNECTED
Make room
for the conversation.
The connected state gives the doctor most of the screen, keeps the patient’s self-view small, and leaves essential call controls available.
Selected call states, not one consecutive consultation. Patient and contact details are masked.
01Make appointments work around real life.
I balanced doctor and patient schedules through slot selection, notifications, reminders and rescheduling. Instant appointments and pay-later options addressed time-sensitive needs.
02Carry clinical context safely.
Patients could share X-rays, previous prescriptions and reports; doctors could send formal prescriptions after calls. HIPAA-related privacy considerations were design requirements, not a compliance certification.
03 / EVOLUTION
The designs,
as they evolved.
Learning from use.
Post-launch usability studies and unmoderated testing guided my redesign, revealing unclear package details, a difficult date picker and confusion after payment.
Speciality-card redesign.
I co-created speciality cards with a visual design studio. We A/B tested grouping and navigation, lightened visuals, clarified prices, and foregrounded trust markers and care history.
The explorations below show the range: large portrait cards, specialist groupings, a compact grid and lighter illustrated tiles.
Four explorations in source order, not four confirmed releases. These are detail crops of the speciality grids.
04 / BEYOND THE CALL
Care rarely fits
inside a single appointment.
Care also meant acting on a prescription, booking for family, returning to a doctor and getting support through COVID-19.
Let someone arrange care
for a family member.
I designed multiple family profiles and booking for others, making the handoff explicit when the person booking wasn’t the patient.
Choose who
the consultation is for.
The picker lets people add a patient or choose a family profile before booking.
The patient’s consent
still comes first.
For psychiatry, I made consent explicit: the psychiatrist would ask the patient during the appointment before sharing prescriptions and medical records with the booking account. The prompt also offered a separate patient account.
The call ends.
The care plan doesn’t.
From one consultation, patients could take two practical routes: arrange tests or order prescribed medicines. I connected the prescription to those next steps, including the real-world handoffs that followed.
01 / THE HANDOFF
Keep the next step
beside the consultation.
The summary brings prescription status, follow-up and messaging together. Tests and medicines in the prescription each have a direct route into booking or ordering.
02 / CLINICAL CONTEXT
More than a list
of medicines.
The prescription retains the clinical context alongside the care plan. Recommended tests, follow-up and specialist referrals have their own actions instead of ending as a static document.
Scroll inside the phone to read the full prescription. Select the screen to open it larger.
03 / ARRANGE TESTS
Make the contents
and the cost inspectable.
A-la-carte diagnostics offered an alternative to bundled check-ups. The cart shows selected tests, report timing, optional upgrades and collection charges before the patient schedules a visit.
04 / THE HOME VISIT
An online booking.
A real-world appointment.
Date and time windows make sample collection explicit. Unavailable slots are disabled, and guidance about the visit sits close to the selection.
05 / ORDER MEDICINES
Don’t make patients
rebuild the prescription.
The medicine route starts from the consultation, then shows quantities, prices, stock availability and the fulfilment partner before proceeding.
06 / FOLLOW THROUGH
The handoff isn’t over
at checkout.
Order tracking distinguishes placed, confirmed, out for delivery and delivered, including split shipments. The next part of care has its own visible status.
These screens show the diagnostic and pharmacy branches of aftercare. Personal details are masked.
A home for the
relationship, not just the visit.
I brought active and recommended care, previous doctors and records together. The My Care explorations show how each part could open up without sending patients to a separate corner of the service.
01 / FAMILIAR DOCTORS
Return to someone
who knows the history.
Previously consulted doctors have their own place in My Care, with a direct booking action rather than a fresh search.
02 / WHAT’S IN PROGRESS
The right action
for the thing in progress.
An active consultation can be joined, a screening scheduled and a pharmacy order tracked. The action changes with the service, not just the label.
03 / WHAT COMES NEXT
A recommendation
with a way to act on it.
Prescribed tests sit beside a booking action and explain the next handoff: home sample collection and reports shared with the doctor.
04 / CARE OVER TIME
Keep track
of the longer commitment.
Health packs show validity and completed sessions alongside a management action. Ongoing care needs a sense of progress, not only another booking button.
Detail views from the My Care exploration, not a sequence of release versions.
Supporting COVID-19
care at home.
I designed COVID-19 consultations, monitoring and treatment with essential equipment access, instant appointments and pay-later options. Monitoring kept bookings, vitals and follow-up together.
05 / REFLECTION
Care moved online.
The work kept moving.
What I would carry forward.
Healthcare is a chain of handoffs. I learned to design discovery, trust, clinical context and follow-up together.
What I would make more room for.
We prioritised launch speed. I would make more room for research and information architecture, and better isolate each design change’s effect.
A DIFFERENT KIND OF COMPLEXITY
