As Director of Product Experience, I led the end-to-end redesign of UHC’s Virtual Care platform to drive member engagement, streamline care access, and improve clinical outcomes across digital channels.

Business Case:
UnitedHealthcare needed to transform its fragmented virtual care journey to reduce drop-offs, increase provider match completion, and align with clinical, legal, and technical requirements — all while serving a member base of over 28 million.

Challenge:
- The legacy flow created barriers to care:

- 38% drop-off before provider selection.

- Dense, confusing legal copy.

- Overwhelming provider listings with limited filters.

- Static, uninformative waiting room experience.

Solution:
We delivered a simpler, smarter, and more human-centered experience:

- SSO-enabled access with rapid identity verification.

- Bullet-style consent and redesigned HIPAA/legal UX.

- Conversational intake + intent-based provider matching.

- Personalized waiting room with visit status, wellness tips, and care tools.

- Cross-platform design system for consistency and faster development.

Impact:

- Increased provider selection by 60%

- Reduced drop-off rate by 45%

- Boosted member NPS from 40 to 73 (+82%)

- Improved development speed by 30% via reusable UX patterns