All Case Studies

All Case Studies

Sydney logo

My Role:

Product Designer

Timeframe:

2019 - Continuous Development

Sydney Health

Sydney Health

Sydney Health

Elevance Health, Inc.

Simplifying Healthcare Access with Intuitive, User-Centered Design

Simplifying Healthcare Access with Intuitive, User-Centered Design

Simplifying Healthcare Access with Intuitive, User-Centered Design

Sydney℠ Health offers 24/7 access to benefits, claims, and wellness tools. I worked with product and engineering to simplify workflows and keep the experience intuitive as the platform scaled.

Sydney℠ Health offers 24/7 access to benefits, claims, and wellness tools. I worked with product and engineering to simplify workflows and keep the experience intuitive as the platform scaled.

Sydney℠ Health offers 24/7 access to benefits, claims, and wellness tools. I worked with product and engineering to simplify workflows and keep the experience intuitive as the platform scaled.

Hero image showing Sydney mobile screens
Hero image showing Sydney mobile screens
Hero image showing Sydney mobile screens

Recognitions & Awards

Recognitions & Awards

These awards recognize the impact of our design work—elevating usability, accessibility, and the quality of digital healthcare experiences at scale.

Stevie Awards

2024 Gold Winner

App & Mobile Website

App & Mobile Website

2022 Silver Winner

App & Mobile Website

App & Mobile Website

2023 & 2021 Bronze Winner

App & Mobile Website

App & Mobile Website

Webby Awards

2023 Nominee

CRM, Data Management

CRM, Data Management

2022 Honoree

Health, Wellness & Fitness

Health, Wellness & Fitness

2021 Honoree

CRM, Data Management

CRM, Data Management

Mobile Star Awards

2020 Winner

Innovative COVID-19 Mobile Prevention

Innovative COVID-19 Mobile Prevention

Best Medical Service App

Best Medical Service App

Innovative Mobile Healthcare Success Story

Innovative Mobile Healthcare Success Story

Improving Access to Virtual Care Through a Simpler Mobile Experience

Improving Access to Virtual Care Through a Simpler Mobile Experience

Many members struggled to access telehealth services due to poor navigation, unclear flows, and buried entry points. We worked to reduce friction, elevate key features, and improve user trust. By simplifying the experience and bringing virtual care to the forefront, we made it easier for members to take control of their healthcare.

Many members struggled to access telehealth services due to poor navigation, unclear flows, and buried entry points. We worked to reduce friction, elevate key features, and improve user trust. By simplifying the experience and bringing virtual care to the forefront, we made it easier for members to take control of their healthcare.

Image showing join video chat screen
Screen showing video chat with doctor
Screen showing thank you for your visit is a 5 star rating

Gaps in the Telehealth Experience Were Slowing Down Adoption

Key workflows like finding care or understanding coverage took too many steps. Telehealth options were hard to locate, cost breakdowns were unclear, and many users defaulted to calling customer service. These issues created frustration, reduced engagement, and undermined trust in the app.

Key workflows like finding care or understanding coverage took too many steps. Telehealth options were hard to locate, cost breakdowns were unclear, and many users defaulted to calling customer service. These issues created frustration, reduced engagement, and undermined trust in the app.

What We Learned from Leading Healthcare Apps

What We Learned from Leading Healthcare Apps

We reviewed other top healthcare and insurance apps to find patterns we could apply—or avoid. Clean interfaces and unified ecosystems performed best. Most failed when telehealth felt tacked on or when screens were overloaded with information.

We reviewed other top healthcare and insurance apps to find patterns we could apply—or avoid. Clean interfaces and unified ecosystems performed best. Most failed when telehealth felt tacked on or when screens were overloaded with information.

What Worked Well:

What Worked Well:

  • Simplified Interfaces: The most effective apps reduced cognitive load with clean, intuitive navigation.

  • Integrated Ecosystems: Combining telehealth, wellness tools, and real-time data in one place created a more cohesive experience.

Where They Fell Short:

Where They Fell Short:

  • Many apps suffered from cluttered, confusing interfaces that overwhelmed users.

  • Fragmented Telehealth Access: Telehealth often felt bolted-on—hard to find, and even harder to use.

  • Slow Performance: Laggy load times for critical features like claims or health updates diminished trust and frustrated users.

Identifying What Matters Most to Members

Identifying What Matters Most to Members

User interviews, analytics, and feedback surfaced common pain points. New users were overwhelmed. Frequent users wanted speed. Members needed quick access to care, clear cost expectations, and confidence that their tech would work before a virtual visit.

User interviews, analytics, and feedback surfaced common pain points. New users were overwhelmed. Frequent users wanted speed. Members needed quick access to care, clear cost expectations, and confidence that their tech would work before a virtual visit.

Mobile screen showing how user can choose doctor
Mobile screen showing how user can choose doctor
Mobile screen showing doctor profile
Mobile screen showing doctor profile
Mobile screen showing options regarding the video call
Mobile screen showing options regarding the video call

Making Navigation and Telehealth Access More Intuitive

We redesigned the home screen to surface high-use tools like telehealth and provider search. We added clearer benefits summaries, improved search filters, and built-in pre-visit tech checks. Each update was tested with users and refined based on feedback.

We redesigned the home screen to surface high-use tools like telehealth and provider search. We added clearer benefits summaries, improved search filters, and built-in pre-visit tech checks. Each update was tested with users and refined based on feedback.

Rapid Iteration, Feedback Loops, and Cross-Functional Testing

Rapid Iteration, Feedback Loops, and Cross-Functional Testing

We worked closely with product and engineering to validate flows early and often. Internal feedback and user testing shaped navigation patterns and visual hierarchy. Each sprint helped us fine-tune features while ensuring the experience scaled cleanly across devices.

We worked closely with product and engineering to validate flows early and often. Internal feedback and user testing shaped navigation patterns and visual hierarchy. Each sprint helped us fine-tune features while ensuring the experience scaled cleanly across devices.

User Feedback and Key Pain Points

Pain Point: Difficulty accessing tele-health quickly

Pain Point: Difficulty accessing tele-health quickly

“I need to feel confident that I can easily access my tele-health appointment at any time, without navigating through a maze of screens.”

“I need to feel confident that I can easily access my tele-health appointment at any time, without navigating through a maze of screens.”

Pain Point: Frustration with poor video quality

Pain Point: Frustration with poor video quality

“I get frustrated when the video quality isn’t clear, or when I face connection issues during the consultation.”

“I get frustrated when the video quality isn’t clear, or when I face connection issues during the consultation.”

Pain Point: Lack of clear preparation instructions

Pain Point: Lack of clear preparation instructions

“It’s important for me to have clear instructions on how to prepare for a video consultation, especially for settings like my camera and microphone.”

“It’s important for me to have clear instructions on how to prepare for a video consultation, especially for settings like my camera and microphone.”

Pain Point: Need for pre-consultation testing

Pain Point: Need for pre-consultation testing

“I’d love to have a feature that lets me test my camera and microphone before the appointment starts so I can make sure everything is working.”

“I’d love to have a feature that lets me test my camera and microphone before the appointment starts so I can make sure everything is working.”

Mobile lifi wireframe
Mobile lifi wireframe
Mobile lifi wireframe
Mobile lifi wireframe
Mobile lifi wireframe
Mobile lifi wireframe
Mobile lifi wireframe
Mobile lifi wireframe
Mobile screen showing view all appointments
Mobile screen showing view all appointments
Mobile screen showing list of doctors
Mobile screen showing list of doctors
Mobile screen showing doctor profile
Mobile screen showing doctor profile
mobile screen showing visit options
mobile screen showing visit options

Simplified Workflows with Built-In Confidence Checks

Simplified Workflows with Built-In Confidence Checks

We launched a redesigned experience with faster access to care, clearer coverage details, and a more supportive telehealth workflow. Users could now test their camera and mic ahead of time and start appointments directly from the home screen.

We launched a redesigned experience with faster access to care, clearer coverage details, and a more supportive telehealth workflow. Users could now test their camera and mic ahead of time and start appointments directly from the home screen.

45%

45%

45%

Increased Provider Search Engagement

Increased Provider Search Engagement

Increased Provider Search Engagement

30%

30%

30%

Faster Access

to Tele-health

Faster Access

to Tele-health

Higher Member Satisfaction

Higher Member Satisfaction

Higher
Member
Satisfaction

Reducing the reliance on support and driving app adoption

Fewer calls, more

app use

Reducing the reliance on support and driving app adoption

A More Confident, Connected Member Experience

A More Confident, Connected Member Experience

The updated experience improved member satisfaction and reduced drop-off rates. Navigation was more intuitive, first-time users reported feeling more supported, and recurring users engaged more consistently with digital care tools.

Designing Clarity and Compassion into Behavioral Health Access

Designing Clarity and Compassion into Behavioral Health Access

Even small improvements made a big difference in a high-stress space like healthcare. Prioritizing transparency, reducing user effort, and working collaboratively helped us deliver solutions that felt meaningful—and trustworthy—for members.

Laying the Groundwork for Smarter, More Personalized Tools

Laying the Groundwork for Smarter, More Personalized Tools

We identified opportunities to integrate AI for health tips and appointment reminders, simplify claims even further, and continue refining the experience based on real-world usage data. Future work focuses on personalization and proactive support.

Project Info

Expertise

Visual Design

Interaction Design

Prototyping

UX Strategy

Design Systems

Collaboration with Engineers & Stakeholders

Platforms

iOS

Android

Desktop

Links

AppStore

Google Play

Web

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