Product design through virtual care, member experience, and the path to IPO.
Context
Healthcare UX is unforgiving: people are stressed, tasks are high stakes, and “delight” only matters when trust and clarity come first. At One Medical I led product design as the company expanded virtual care and prepared for public markets.
Focus
Design problems centered on access and continuity of care:
- Virtual visit flows that felt human — scheduling, intake, and follow-up without dead ends
- Member app patterns that worked for busy adults, not just idealized personas
- Cross-functional alignment with clinical, ops, and eng on what “safe to ship” meant
Lesson
The through-line to my AI and agent work today: high-trust environments need explicit states, plain language, and systems that fail gracefully. One Medical sharpened that instinct early.