Transcarent.

I led design on onboarding improvements focused on the quality of information collected during the first time user experience. We restructured the health-conditions list, reordered questions for relevance, and tightened copy across the flow.

The result: previously fewer than 10% of users engaged with a care experience in their first session. After the redesign, around 35% did.

Originally our focus was helping users selecting "Learn more about Transcarent" — about 52% of new users. We captured intent from the questionnaire and surfaced more specific care-experience paths.

Once marketing and client communications were aligned, we shifted users from generic interest to specific intent — and engagement with a care experience climbed from 0–5% to ~30% in the first session.

We ran quantitative and qualitative studies to understand users and improve the experience. Several sprints of moderated interviews dug into how users find and select doctors.

I also led multiple rounds of unmoderated tests evaluating the usability of both web and mobile solutions.

Standalone experiences for Surgery, mental health, virtual physical therapy — designed to give users an idea of what to expect before enrolling in a care experience.