UNIFIED CARE APP

The Unified Care app was designed to help patients monitor vitals at home, connect with the Care Team, and receive personalized support to improve their health outcomes.

ROADMAP

We adopted a phased rollout approach, prioritizing high-impact features first and gradually introducing new features to address user and business needs over time.

RESEARCH

Working collaboratively, we used a range of research methods to understand user pain points, clinical workflows, and technical constraints. These findings surfaced opportunities for improvement across the app, portal, and website experience.

RESEARCH INSIGHTS

Our research highlighted four key themes that shaped our product strategy and design priorities.

HOW MIGHT WE

By synthesizing research insights, we translated core challenges into “How Might We” opportunities to guide the app redesign.

IDEATION & PRIORITIZATION

Working with cross-functional teams, we evaluated opportunities based on feature impact, business value, and technical feasibility. Features addressing the most critical patient and clinical needs were prioritized first. The new information architecture was restructured to support both product improvements and future scalability.

CHAT FEATURE: PROBLEMS

The chat feature allows users to connect with their care team, but low usage limits effective communication and care support.

1. Floating button with small tap area, low visual hierarchy and contrast
2. Lacked structure and actionable content, limiting patient understanding and engagement
3. Couldn't support rich content or scale with new message types

These issues combined to make chat one of the most underused features in the app — despite being the primary connection between patients and the care team.

CHAT FEATURE: REDESIGN

1. Accessibility: designed button style, placement, and tap area make chat prominent and easy to reach

2. Trust: Displaying care team credentials builds patient confidence

3. Clarity: Data labels, visualizations, and contextual content help users understand their health progress and get valuable insights

4. Multiple access: Provide more entry points throughout the app experience to improve feature discoverability and user engagement

5. Scalability: New chat UI components support 15+ message types and use cases

RESET PASSWORD: DESIGN

1. Self-serve reset: Users can verify identity and reset their passwords without calling support

2. Security compliance: SMS verification, resend code functionality, and tech requirements align with standard healthcare security practices
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3. Clear instructions: Guide users through each step to completion

TRADEOFFS

Medication reminder was designed to help patients manage medications and improve adherence, the initial proposal supported a full self-serve setup flow. However, care team feedback revealed that many seniors struggled with multi-step interactions and often relied on others for help. Combined with development costs and portal scope implications, I simplified the flow — shifting self-serve reminder setup to care team assisted setup, fitting naturally into existing clinical workflows.

IMPROVED EXPERIENCE

Throughout the project, I designed and launched new features to enhance patient care and clinical workflows.

DESIGN SYSTEM

Initially, there was no unified design system resulted in visual inconsistencies and higher development cost. As I introduced new features and redesigned the product interface, I contributed to evolving the Unified Care app’s Design System by establishing design foundations and creating reusable components.

WEB DEVELOPMENT

As a design lead, I optimized iHealth’s and Unified Care’s websites for performance, business growth, and brand standards, providing ongoing design support and vision through research and segmentation redesigns beyond the app experience.

TAKEAWAYS

1. Improving user engagement requires user-friendly features, timely support, and effective education—each closely tied to product design, care delivery, and personalized support.
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2. Clear data visualization helps users understand their vitals and trends, driving positive behavioral changes.

3. Product narrative is partially refined, but it can be improved through branded visual storytelling and cohesive content bank.