Patient Engagement Hub
Proactive financial and document clearance with smart nudges for patients and clinics to reduce losses.
Designed and launched a healthcare platform addressing payment and documentation gaps before patient visits, reducing financial losses for providers.
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Delivered two key apps — My Care Journey (nudging patients to pay dues, update documents, and view liabilities) and the Clinic Manager App (highlighting high-risk cases, tracking nudges, and enabling proactive follow-ups).
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Improved transparency, automated nudges, and enabled proactive follow-ups — now adopted by 3 major healthcare organizations with more in pipeline.
The problem we wanted to solve for
Patients are often unaware of their dues, insurance status, and required documents before healthcare visits. This lack of transparency leads to missed payments, last-minute complications, and significant financial losses for healthcare organizations.
The evolving solution
(A Two-Year Journey of Ongoing Evolution)
To address this gap, we collaborated with stakeholders, conducted research, and built sub-products that streamlined both patient and clinic workflows:
Patient App
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Nudges patients to pay dues and update essential documents (ID, insurance, etc.) before their appointment.
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Provides visibility into current and estimated liabilities.
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Enables seamless online payments in advance.
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Ideas brewing
Book appointment through mobile app with AI recommendations.
Clinic Manager App
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Highlights upcoming appointments and patients most likely to pay.
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Tracks nudges sent and alerts managers when payment or documents are pending.
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Enables proactive calls to patients, ensuring dues and paperwork are completed before the visit.
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Auto-generated nudges keep both patients and managers aligned.
Ideas brewing
AI Recommendations for scheduling Patient Appointments.
Our Process for Crafting Solutions
Started with a idea to build a WOW design for patient onboarding.
Soon realized the need for a clinic view where all the appointments can be viewed.
Generated initial ideas with leaders. Brainstorming with leaders.
Patient and clinic view continued to evolve as we discussed more.
Leaders are aware of the bigger challenges, but not always the day-to-day realities faced by users.
Despite many unknowns, we chose to move forward with our best assumptions.
The designs were built. Design QA done.
The built was showcased to first client.
Re-designed the whole experience to be more simple and natural.
The designs were showcased to 3 clients and all loved it.
We failed at our first showcase!
We gained insights into specialties & scenarios we hadn’t anticipated.
In the process of building new features and customizations for different specialties.
Ideas generated for better user experience
 Where am I in the journeyInform users of their progress — what’s completed and what remains. |  Guided ExperienceProvide a guide throughout to help patients move faster int he process. |  Passwordless security. Simplified.Provide an easy, stress-free starting point. |
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 Patient at glanceProvide all the record of the patient. Provide critical information for immediate actions. |
Images are only glimpses of the product. I’d be happy to walk you through the full flow during a 1:1 conversation.
Key Learnings
There’s no such thing as a “WOW” design — good design simply makes the user’s life easier.
One-size-fits-all doesn’t work — customization is critical across healthcare specialties.
When a product is built on major assumptions, substantial rework is likely. It’s important to inform leaders early so they’re aware and prepared for potential overhaul.
Clients build greater trust when their feedback is incorporated live during discussions.