ZIP

Problem

Employers were paying for broad healthcare coverage across every employee, even when only a small share of the workforce needed care or high-cost treatment, which made the cost model feel disconnected from real usage.

Responsibilities

• Aligned product and stakeholder input with backend rules, permissions, and healthcare workflow constraints.
• Worked across product design, UX architecture, frontend implementation, and platform hardening.
• Structured the product into separate internal and external surfaces with clear role boundaries.
• Designed and built key journeys across onboarding, care coordination, analytics, and AI-guided care flows.
• Aligned the UI with backend workflows, permissions, performance requirements, and security constraints.

Key Challenges

• Designing for multiple user groups with very different goals and constraints.
• Separating internal and external access clearly without fragmenting the product.
• Making healthcare workflows understandable for patients while preserving operational depth for admins.
• Supporting a mobile-first external experience without compromising platform complexity, safety, or auditability.

Design Decisions

• Split the platform into two distinct product surfaces instead of forcing every user through one app.
• Treated the external experience as mobile-first from the start.
• Designed the AI care journey as a structured workflow rather than a free-form chatbot.
• Standardized shared interaction patterns, states, and token-driven UI foundations across the admin platform.
• Treated performance, reliability, and compliance-aware design as core product requirements.

Outcome & Impact

The platform now gives teams a clearer separation between internal administration and member-facing care journeys, making the model easier to explain, safer to operate, and more practical to ship.

• Separated internal administration from patient-facing care so each audience saw a clearer product surface.
• Shaped the external experience around fast mobile navigation and engagement instead of admin-style interaction.
• Standardized dashboards, tables, dialogs, and management flows so the admin side felt more cohesive.
• Reduced operational surprises by tightening validation, startup behavior, caching, and runtime hardening.
• Strengthened sensitive workflows with clearer auth boundaries and safer route handling.