Navigating Healthcare Effectively
Improving Patient Engagement Through Better Digital Experience
Project Overview
Built a healthcare chatbot and forum with React Native, cutting a major healthcare company's call center load by 40%
Problem
Navigating healthcare services can be overwhelming. Users often struggle to find relevant information and end up relying heavily on support hotlines, creating bottlenecks for both patients and customer service teams.
Solution
We developed a mobile application featuring a healthcare navigation chatbot and a community forum. The chatbot answered frequently asked questions, while the forum offered peer-to-peer support and discussions moderated by healthcare representatives.
Chatbot interface providing instant answers to common questions
Forum interface allowing users to ask questions and share experiences
Tools
- React
- APIs
- User Research
- Figma
- Jira
Timeline
- Week 1–4: Ideation, wireframing, and feedback collection
- Week 5–8: Frontend development and API integration
- Week 9–12: Design refinements, added pages, and final presentation
Team
- 1 Product Manager
- 3 Frontend Engineers (including me)
- 3 Backend Engineers
- 2 Designers (including me)
My Role
- Designed core screens and workflows in Figma
- Implemented key frontend features including the chatbot interface
- Collaborated with backend engineers on API integration
My Design Process
Ideation
Conducted brainstorming sessions and identified user needs based on call center data and common support queries
Wireframing & Feedback
Sketched initial mockups in Figma and iterated based on peer and mentor feedback
Development
Built frontend components in React Native and collaborated with backend engineers on API requests and responses
Iteration & Testing
Refined designs and features based on usability testing and mentor suggestions
Launch & Presentation
Finalized the app and demoed the product to stakeholders at Cigna
Research
Methods
- Feedback sessions with internal stakeholders
- Usability walkthroughs with design mentors
Key Insights
- Users valued instant, conversational responses over static FAQ lists
- Community-driven support was seen as more trustworthy and engaging
Research Artifacts
Figma mockups of the app (unable to share the final design due to company policy). Went through multiple iterations based on feedback
Outcomes
- Learned to navigate technical challenges by gaining proficiency in React Native through trial and error
- Realized the importance of open communication and flexibility when aligning diverse team perspectives
- Redesigned the UI based on feedback, resulting in a cleaner, more intuitive interface aligned with company branding
- Successfully built and delivered a healthcare chatbot and forum that improved self-service access to information