AI, Micro-Apps, Integrations
Challenge
Amwell's direct-to-consumer telehealth platform faced rising visit cancellation rates due to a fragmented care selection process. Users struggled with confusing navigation, unexpected practice selection pages, and lack of personalization, leading to decreased satisfaction and wasted clinical resources. The platform needed a complete redesign to better match patients with appropriate care options.
Results
Through extensive user research covering over 30 participants, I identified critical pain points and implemented a modular solution that transformed the navigation experience. This led to a 32% reduction in canceled visits and improved user satisfaction scores from 3.2 to 4.6/5. The redesigned platform significantly increased practice selection efficiency while establishing scalable architecture for multiple client configurations.
62%
44%
32%
Process
Working as the primary UX researcher, team lead and sr. product designer, I conducted extensive user testing with 30 participants, analyzed 12 Looker dashboards, and interviewed providers to understand cancellation patterns. This research informed our modular "micro-app" approach to intake, creating distinguished flows for first-time versus returning users. We developed scalable components that could adapt to various client configurations while maintaining consistent usability.
Learnings
Patient decision fatigue significantly impacted visit completion rates. Early designs lacked visible privacy assurances, which users identified as an engagement barrier. Building modular intake forms proved essential for accommodating role-specific needs. Real-time user feedback during development helped identify and resolve critical UX pain points before deployment. The project highlighted the importance of balancing clinical workflow integration with tenant-specific branding and compliance requirements.
