Led design for Telehealth and Patient Self-Scheduling experiences within a large-scale healthcare platform, improving patient experience by 30% while aligning multiple teams across a complex product ecosystem.
The Problem
Healthcare systems are inherently complex, with multiple stakeholders, workflows, and constraints.
The challenge:
Design a cohesive system that improves usability while aligning multiple teams and workflows.
MY ROLE
As Product Design Lead, I:
• Led end-to-end experience strategy across digital and physical touchpoints
• Defined customer journeys across sales, service, and consignment
• Designed and launched a new website and digital presence
• Introduced systems for inventory, communication, and scheduling
• Partnered directly with the business owner to align design with growth goals
DESIGNING THE EXPERIENCE
Discovery & Acquisition
• Structured inventory visibility (boats, RVs, SxS)
• Created a clear digital entry point for customers
• Improved clarity around services and offerings
Trust & Decision-Making
• Highlighted expertise and transparency
• Simplified complex purchasing and service information
• Reduced friction for first-time buyers
Click on image to expand
OPERATIONS & WORKFLOW
Introduced systems for:
• Customer inquiries
• Appointment scheduling
• Inventory organization
Click on image to expand
EXECUTION
• Designed and launched a new website experience
• Developed brand direction across digital and physical touchpoints
• Created marketing materials and assets to support growth
• Iterated based on real customer behavior and feedback
IMPACT
• Increased visibility of inventory and services
• Improved customer engagement and inquiry flow
• Created a more structured and trustworthy buying experience
• Reduced friction across discovery → inquiry → purchase
• Enabled growth beyond word-of-mouth acquisition
REFLECTION
This project reinforced that:
• Small businesses often have complex system challenges hidden behind simple problems
• Strong design connects business operations with user experience
• Real-world impact requires balancing speed, constraints, and practicality