Connect and Heal

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Complete family healthcare for every stage of life

Key Outcomes

Key Outcomes

172%
growth in daily active users

50%
faster booking a service

20%
Effort saved on Development

20%
Effort saved on
Development

Key Challenges Uncovered

Key Challenges
Uncovered

After deep-diving into stakeholder discussions, analyzing data, conducting heuristic evaluations, and listening to real customer calls, I uncovered five major design roadblocks

After deep-diving into stakeholder discussions, analyzing data, conducting heuristic evaluations, and listening to real customer calls, I uncovered five major design roadblocks

Fragmented

Experience

A patchwork of inconsistent interfaces and clashing interactions left users frustrated.

No Design
Backbone

Without a scalable system, maintaining consistency was slow and inefficient.

Isolated Design
Team

Business, product, tech, and support operated in isolation, causing misalignment and inefficiencies.

Complex
Workflows

Users struggled with convoluted processes, leading to confusion and high support requests.

Growth
Bottleneck

The rigid design approach made scaling and iteration slow and resource-heavy

Underdeveloped
Design Team

A small, inexperienced team of two lacked the expertise and structure needed to drive a high-impact redesign.

My Framework for critical situations

Viability

Engage Stakeholders

Create Roadmap for design

Usability

User research

Design and prototype

UX Strategy and Content

Feasibility

Assess feasibility

Create user stories