Designing a seamless patient journey from onboarding to post care.
Overview
My Care Hub is a patient engagement platform that simplifies the healthcare journey from onboarding and appointment preparation to payments and financial clearance. The goal was to help patients complete their care while reducing administrative effort for healthcare teams.
Details
Senior product designer
Role
0-1 Product Strategy, Research, Prototyping, Design system, Developer Handoff
Responsibilities
Dheeraj (me) & Akhil Ram
Team members
Problem
Patients struggled with appointment forms, insurance information, appointment preparation, and payment-related queries.Without a unified experience, healthcare providers relied heavily on manual support, increasing operational complexity and administrative effort.
Solution
Designed an end-to-end patient engagement platform that simplified every stage of the care journey, from onboarding to payments. An integrated admin dashboard gave healthcare teams complete visibility into appointments, insurance verification, and payment status.
Impact
8.7%
Reduction in onboarding-dropoffs
+4.7%
Patient collections
22 days
Reduction in days sales outstanding
The Problem
So communication wasn’t actually the gap. When we mapped the patient journey, the pattern was different: patients were already getting reminders and instructions. What they weren’t doing was finishing the tasks behind those reminders — onboarding, insurance verification, payment, appointment prep.
“Most patients know what to do. Actually doing it is the hard part.”
MyCareHub is built around that one idea — reduce the effort a patient has to put in at every step, and follow-through improves on its own.
Who We Were Designing For
Most of the people using this app are senior patients, so simplicity wasn’t optional — it was the baseline. Every screen had to work for someone who might not be comfortable with technology, which is a big part of why we kept pushing to strip things down rather than add polish on top.
Patients were dealing with
A fragmented journey spread across disconnected systems
No clear sense of what to do next
Confusion around insurance and payment
Onboarding that took too long
Uncertainty about how to prepare for a visit
Healthcare Organizations were dealing with:
Incomplete onboarding on their end too
A growing pile of manual follow-ups
Delayed payments
Little visibility into which patients were actually ready for their visit
Missed appointments and scheduling gaps that could’ve been avoided
The design principle we kept coming back to:
Reduce patient effort
↓
Improve patient readiness
↓
Reduce administrative burden
↓
Improve healthcare outcomes
What We Heard in Research
A few things came up again and again once we started talking to patients, clinicians, and admin staff:
Patients wanted onboarding that didn’t demand so much from them
Not knowing their insurance or payment status ahead of time made people anxious
Manual data entry was a constant source of friction
Clinicians genuinely only needed a small slice of information before a first visit — the rest could wait
Admin teams were spending real time chasing patients for basic info
Every healthcare organization ran its process a little differently, so the product had to flex
Part 1: Reducing Onboarding Friction
Onboarding was the first thing patients hit, and it blocked everything downstream — prep, financial clearance, all of it. That made it the highest-leverage place to start.
The problem
Patients were filling out long forms manually before they could access care. A lot of them didn’t finish.
Our first hypothesis
If we cut manual entry and let patients upload ID and insurance cards instead, completion rates would go up
What we actually did
Rather than guessing which fields mattered, we sat down with clinicians and stakeholders and went through the onboarding flow question by question. Every field got sorted into one of three buckets:
Essential Information
Needed before the first appointment for clinical care
Secondary Information
Pushed to the patient profile, to fill in later on their own time
Unnecessary Information
Cut entirely
What we learned
Even after trimming the form down, usability testing showed patients still found it overwhelming. Fewer questions didn’t mean less perceived effort — people were still dropping off before finishing.
The Fix - Reimagining Onboarding with Conversational Interface
We rebuilt the flow around uploads instead of forms. Patients scan their ID and insurance card, the system pulls what it can from those, and only asks for whatever’s still missing — through a conversational flow rather than a static form.
Less typing, less mental load, and onboarding started to feel less like paperwork.
Impact
8.7%
reduction in onboarding drop-offs
Part 2: Getting Patients Ready for Their Visit
The problem
When’s my appointment?
What do I need to bring?
Is my insurance actually verified?
What am I going to owe?
What’s still left for me to do?
That uncertainty was driving support calls, slowing down payments, and leaving patients unprepared walking into the visit.
Even patients who made it through onboarding were still showing up with open questions:
The Goal
One place where a patient could see everything they needed — appointment details, outstanding tasks, and what they owed — before they ever walked in.
Hypothesis
Show patients their estimated co-pay and insurance status before the visit, and more of them will pay ahead of time instead of at check-in.
Impact
See sources from website
+4.7%
Patient collections
+9.4%
Payments per visit
22%
Reduction in days sales outstanding
+8.25%
Net payments per visit
What we built:
Appointment details, pending tasks, and pre-visit instructions in a single view
Insurance details and an estimated co-pay
Payments, Quick Pay and Financial Aid options
Quick pay drawer
A Quick Pay drawer, specifically, so patients could pay without leaving the screen they were already on
More screens
Part 3: Giving Staff Visibility
Patients were in better shape, but the people running the clinics still couldn’t see what was going on across their patient load
The problem
Staff are managing thousands of patients. They need to know who’s ready, who isn’t, and where to spend their time — without digging through records one by one.
What they needed:
A fast way to check if a patient is ready for their visit
Quick record search
A view of how operations are performing overall
Fewer manual follow-ups
What we built
Feature
Smart Filters
Patient Management
Analytics
Reporting
Configurability
Purpose
Built around how staff actually search, not generic filter fields
Groups patients by readiness, not just by appointment time
Surfaces the KPIs operations teams actually check
Shows trends, not raw exported data
Adapts to different hospital workflows instead of forcing one process on everyone
Impact
through internal reports
Less time spent on manual follow-up
Faster flagging of patients who need attention
One product, multiple hospital workflows — no separate builds needed
Clearer visibility into which patients are actually ready
What This Project Taught Me
I learned that successful products aren't defined by the number of features they offer, but by how confidently users can achieve their goals. Every design decision should reduce complexity, not introduce it.
Designing a seamless patient journey from onboarding to post care.
Overview
My Care Hub is a patient engagement platform that simplifies the healthcare journey from onboarding and appointment preparation to payments and financial clearance. The goal was to help patients complete their care while reducing administrative effort for healthcare teams.
Details
Senior product designer
Role
0-1 Product Strategy, Research, Prototyping, Design system, Developer Handoff
Responsibilities
Dheeraj (me) & Akhil Ram
Team members
Problem
Patients struggled with appointment forms, insurance information, appointment preparation, and payment-related queries.Without a unified experience, healthcare providers relied heavily on manual support, increasing operational complexity and administrative effort.
Solution
Designed an end-to-end patient engagement platform that simplified every stage of the care journey, from onboarding to payments. An integrated admin dashboard gave healthcare teams complete visibility into appointments, insurance verification, and payment status.
Impact
8.7%
Reduction in onboarding-dropoffs
+4.7%
Patient collections
22 days
Reduction in days sales outstanding
The Problem
So communication wasn’t actually the gap. When we mapped the patient journey, the pattern was different: patients were already getting reminders and instructions. What they weren’t doing was finishing the tasks behind those reminders — onboarding, insurance verification, payment, appointment prep.
“Most patients know what to do. Actually doing it is the hard part.”
MyCareHub is built around that one idea — reduce the effort a patient has to put in at every step, and follow-through improves on its own.
Who We Were Designing For
Most of the people using this app are senior patients, so simplicity wasn’t optional — it was the baseline. Every screen had to work for someone who might not be comfortable with technology, which is a big part of why we kept pushing to strip things down rather than add polish on top.
Patients were dealing with
A fragmented journey spread across disconnected systems
No clear sense of what to do next
Confusion around insurance and payment
Onboarding that took too long
Uncertainty about how to prepare for a visit
Healthcare Organizations were dealing with:
Incomplete onboarding on their end too
A growing pile of manual follow-ups
Delayed payments
Little visibility into which patients were actually ready for their visit
Missed appointments and scheduling gaps that could’ve been avoided
The design principle we kept coming back to:
Reduce patient effort
↓
Improve patient readiness
↓
Reduce administrative burden
↓
Improve healthcare outcomes
What We Heard in Research
A few things came up again and again once we started talking to patients, clinicians, and admin staff:
Patients wanted onboarding that didn’t demand so much from them
Not knowing their insurance or payment status ahead of time made people anxious
Manual data entry was a constant source of friction
Clinicians genuinely only needed a small slice of information before a first visit — the rest could wait
Admin teams were spending real time chasing patients for basic info
Every healthcare organization ran its process a little differently, so the product had to flex
Part 1: Reducing Onboarding Friction
Onboarding was the first thing patients hit, and it blocked everything downstream — prep, financial clearance, all of it. That made it the highest-leverage place to start.
The problem
Patients were filling out long forms manually before they could access care. A lot of them didn’t finish.
Our first hypothesis
If we cut manual entry and let patients upload ID and insurance cards instead, completion rates would go up
What we actually did
Rather than guessing which fields mattered, we sat down with clinicians and stakeholders and went through the onboarding flow question by question. Every field got sorted into one of three buckets:
Essential Information
Needed before the first appointment for clinical care
Secondary Information
Pushed to the patient profile, to fill in later on their own time
Unnecessary Information
Cut entirely
What we learned
Even after trimming the form down, usability testing showed patients still found it overwhelming. Fewer questions didn’t mean less perceived effort — people were still dropping off before finishing.
The Fix - Reimagining Onboarding with Conversational Interface
We rebuilt the flow around uploads instead of forms. Patients scan their ID and insurance card, the system pulls what it can from those, and only asks for whatever’s still missing — through a conversational flow rather than a static form.
Less typing, less mental load, and onboarding started to feel less like paperwork.
Impact
8.7%
reduction in onboarding drop-offs
Part 2: Getting Patients Ready for Their Visit
The problem
When’s my appointment?
What do I need to bring?
Is my insurance actually verified?
What am I going to owe?
What’s still left for me to do?
That uncertainty was driving support calls, slowing down payments, and leaving patients unprepared walking into the visit.
Even patients who made it through onboarding were still showing up with open questions:
The Goal
One place where a patient could see everything they needed — appointment details, outstanding tasks, and what they owed — before they ever walked in.
Hypothesis
Show patients their estimated co-pay and insurance status before the visit, and more of them will pay ahead of time instead of at check-in.
Impact
See sources from website
+4.7%
Patient collections
+9.4%
Payments per visit
22%
Reduction in days sales outstanding
+8.25%
Net payments per visit
What we built:
Appointment details, pending tasks, and pre-visit instructions in a single view
Insurance details and an estimated co-pay
Payments, Quick Pay and Financial Aid options
Quick pay drawer
A Quick Pay drawer, specifically, so patients could pay without leaving the screen they were already on
More screens
Part 3: Giving Staff Visibility
Patients were in better shape, but the people running the clinics still couldn’t see what was going on across their patient load
The problem
Staff are managing thousands of patients. They need to know who’s ready, who isn’t, and where to spend their time — without digging through records one by one.
What they needed:
A fast way to check if a patient is ready for their visit
Quick record search
A view of how operations are performing overall
Fewer manual follow-ups
What we built
Feature
Smart Filters
Patient Management
Analytics
Reporting
Configurability
Purpose
Built around how staff actually search, not generic filter fields
Groups patients by readiness, not just by appointment time
Surfaces the KPIs operations teams actually check
Shows trends, not raw exported data
Adapts to different hospital workflows instead of forcing one process on everyone
Impact
through internal reports
Less time spent on manual follow-up
Faster flagging of patients who need attention
One product, multiple hospital workflows — no separate builds needed
Clearer visibility into which patients are actually ready
What This Project Taught Me
I learned that successful products aren't defined by the number of features they offer, but by how confidently users can achieve their goals. Every design decision should reduce complexity, not introduce it.
Designing a seamless patient journey from onboarding to post care.
Overview
My Care Hub is a patient engagement platform that simplifies the healthcare journey from onboarding and appointment preparation to payments and financial clearance. The goal was to help patients complete their care while reducing administrative effort for healthcare teams.
Details
Senior product designer
Role
0-1 Product Strategy, Research, Prototyping, Design system, Developer Handoff
Responsibilities
Dheeraj (me) & Akhil Ram
Team members
Problem
Patients struggled with appointment forms, insurance information, appointment preparation, and payment-related queries.Without a unified experience, healthcare providers relied heavily on manual support, increasing operational complexity and administrative effort.
Solution
Designed an end-to-end patient engagement platform that simplified every stage of the care journey, from onboarding to payments. An integrated admin dashboard gave healthcare teams complete visibility into appointments, insurance verification, and payment status.
Impact
8.7%
Reduction in onboarding-dropoffs
+4.7%
Patient collections
22 days
Reduction in days sales outstanding
The Problem
So communication wasn’t actually the gap. When we mapped the patient journey, the pattern was different: patients were already getting reminders and instructions. What they weren’t doing was finishing the tasks behind those reminders — onboarding, insurance verification, payment, appointment prep.
“Most patients know what to do. Actually doing it is the hard part.”
MyCareHub is built around that one idea — reduce the effort a patient has to put in at every step, and follow-through improves on its own.
Who We Were Designing For
Most of the people using this app are senior patients, so simplicity wasn’t optional — it was the baseline. Every screen had to work for someone who might not be comfortable with technology, which is a big part of why we kept pushing to strip things down rather than add polish on top.
Patients were dealing with
A fragmented journey spread across disconnected systems
No clear sense of what to do next
Confusion around insurance and payment
Onboarding that took too long
Uncertainty about how to prepare for a visit
Healthcare Organizations were dealing with:
Incomplete onboarding on their end too
A growing pile of manual follow-ups
Delayed payments
Little visibility into which patients were actually ready for their visit
Missed appointments and scheduling gaps that could’ve been avoided
The design principle we kept coming back to:
Reduce patient effort
↓
Improve patient readiness
↓
Reduce administrative burden
↓
Improve healthcare outcomes
What We Heard in Research
A few things came up again and again once we started talking to patients, clinicians, and admin staff:
Patients wanted onboarding that didn’t demand so much from them
Not knowing their insurance or payment status ahead of time made people anxious
Manual data entry was a constant source of friction
Clinicians genuinely only needed a small slice of information before a first visit — the rest could wait
Admin teams were spending real time chasing patients for basic info
Every healthcare organization ran its process a little differently, so the product had to flex
Part 1: Reducing Onboarding Friction
Onboarding was the first thing patients hit, and it blocked everything downstream — prep, financial clearance, all of it. That made it the highest-leverage place to start.
The problem
Patients were filling out long forms manually before they could access care. A lot of them didn’t finish.
Our first hypothesis
If we cut manual entry and let patients upload ID and insurance cards instead, completion rates would go up
What we actually did
Rather than guessing which fields mattered, we sat down with clinicians and stakeholders and went through the onboarding flow question by question. Every field got sorted into one of three buckets:
Essential Information
Needed before the first appointment for clinical care
Secondary Information
Pushed to the patient profile, to fill in later on their own time
Unnecessary Information
Cut entirely
What we learned
Even after trimming the form down, usability testing showed patients still found it overwhelming. Fewer questions didn’t mean less perceived effort — people were still dropping off before finishing.
The Fix - Reimagining Onboarding with Conversational Interface
We rebuilt the flow around uploads instead of forms. Patients scan their ID and insurance card, the system pulls what it can from those, and only asks for whatever’s still missing — through a conversational flow rather than a static form.
Less typing, less mental load, and onboarding started to feel less like paperwork.
Impact
8.7%
reduction in onboarding drop-offs
Part 2: Getting Patients Ready for Their Visit
The problem
When’s my appointment?
What do I need to bring?
Is my insurance actually verified?
What am I going to owe?
What’s still left for me to do?
That uncertainty was driving support calls, slowing down payments, and leaving patients unprepared walking into the visit.
Even patients who made it through onboarding were still showing up with open questions:
The Goal
One place where a patient could see everything they needed — appointment details, outstanding tasks, and what they owed — before they ever walked in.
Hypothesis
Show patients their estimated co-pay and insurance status before the visit, and more of them will pay ahead of time instead of at check-in.
Impact
See sources from website
+4.7%
Patient collections
+9.4%
Payments per visit
22%
Reduction in days sales outstanding
+8.25%
Net payments per visit
What we built:
Appointment details, pending tasks, and pre-visit instructions in a single view
Insurance details and an estimated co-pay
Payments, Quick Pay and Financial Aid options
Quick pay drawer
A Quick Pay drawer, specifically, so patients could pay without leaving the screen they were already on
More screens
Part 3: Giving Staff Visibility
Patients were in better shape, but the people running the clinics still couldn’t see what was going on across their patient load
The problem
Staff are managing thousands of patients. They need to know who’s ready, who isn’t, and where to spend their time — without digging through records one by one.
What they needed:
A fast way to check if a patient is ready for their visit
Quick record search
A view of how operations are performing overall
Fewer manual follow-ups
What we built
Feature
Smart Filters
Patient Management
Analytics
Reporting
Configurability
Purpose
Built around how staff actually search, not generic filter fields
Groups patients by readiness, not just by appointment time
Surfaces the KPIs operations teams actually check
Shows trends, not raw exported data
Adapts to different hospital workflows instead of forcing one process on everyone
Impact
through internal reports
Less time spent on manual follow-up
Faster flagging of patients who need attention
One product, multiple hospital workflows — no separate builds needed
Clearer visibility into which patients are actually ready
What This Project Taught Me
I learned that successful products aren't defined by the number of features they offer, but by how confidently users can achieve their goals. Every design decision should reduce complexity, not introduce it.
More works
Think of all the cool stuff, We could accomplish together
All rights reserved.
Created by Sai Dheeraj
Think of all the cool stuff, We could accomplish together
All rights reserved.
Created by Sai Dheeraj
Think of all the cool stuff, We could accomplish together
All rights reserved.
Created by Sai Dheeraj