One Shot
Quick Care, Clear Choices
A Clear Shot At Care
Humanizing healthcare, one clear action at a time. A mobile health platform built to simplify how under-resourced Americans access diagnosis and book appointments.
Where Design Meets Direction
I led design, end-to-end research, UX/UI, and design system creating a scalable experience that builds trust through clarity.
Key Outcomes
Increased 42% task success · Reduced by 31% time-to-diagnosis · Increased 25 pts trust · ≈ $120 K projected revenue (Y1)
All metrics were derived from prototype usability testing: 15 moderated sessions and 40 unmoderated trials. Task success, time-to-diagnosis, and trust scores were measured via completion rates, time-on-task, and post-test surveys (SUS & trust index).
Team
My Role
Tools
Timeline
Aug 2022 - Oct 2022
Product Designer — Research · UX/UI · Design System
Figma, FigJam, Illustrator, Photoshop
Tahseen Hossain
Joshua Lim
Stakeholder Critiques
Peer Critiques
Defining the Opportunity
For many low-income Americans, accessing healthcare is slow, unclear, and often feels untrustworthy. Existing healthcare apps were either too complex, too clinical, or too fragmented leaving users uncertain about what to do next.
Pain Points
No single “home” or clear CTA
Repeated questions and screens
Visual and brand inconsistency
Every new feature designed in isolation
Intent
Design a healthcare experience that feels accessible, immediate, and human—a system that grows effortlessly with users’ needs.
Listening Before Designing
How We Learned
120-person online survey · 12 interviews · 15 moderated usability tests · 40 unmoderated prototype trials · Benchmarks vs. major telehealth apps.
What It Meant
What We Heard
Clarity is credibility.
Simplicity drives confidence.
People want agency, not options.
Empathy outperforms sustainability.
“Too many steps = I don’t trust it.”
“I want one action, not five.”
“Let me explain in my own words.”
“Just talk to me like a person.”
Takeaways
Respect time. Remove friction. Make every tap meaningful. Insights directly shaped our diagnosis flow and roadmap priorities, improving task completion by 27% and reducing drop-offs during onboarding.
From Messy Journeys to Meaningful Flows
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Mapping the Moment
Visualized every step from launch, diagnosis, to booking to find friction and redundancy.
Testing the Fix
Low-fi prototypes informed two rounds of usability testing (8 users each) produced clear navigation and simplified forms.
First-click accuracy rose from 62% → 89%.
Higher clarity also increased user trust scores by 19% and cut average booking time by 40 seconds.
User Flow
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User Tests with Mid-Fidelity Wireframes
Components Library
Building a Shared Design Language
Created a component-based system that turned brand and interface into one voice:
• Unified type scale, spacing, and 4 pt grid system
• Reusable molecules and organisms for faster iteration
• Accessibility baked into every component
(contrast ≥ 4.5 : 1, 48 px targets, grade-8 copy)
New screens designed 45% faster — consistent, accessible, and trustworthy. The system is now used across three product teams to prototype and ship updates in half the time.
Keeping Consistency at Scale
Design isn’t just what you see. It’s how it stays consistent when everything grows. A framework built to evolve from a single element to the full experience while keeping clarity and care intact.
Hierarchy of Reuse
From foundation to flow
Governance
A central Figma library with design tokens and a review process kept every feature consistent, accessible, and ready for scale.
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Turning Hesitation into Confidence
Understanding the Friction
Usability testing revealed hesitation and drop-offs in the final diagnosis step. The input felt unclear, repetitive, and high-effort — especially when entering medications.
Design Decisions
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Effortless Medication Input: Switched to a searchable, chip-based input to reduce typing, prevent errors, and streamline interactions.
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Context When Needed: Added a lightweight optional comments field to let users provide extra details without cluttering the interface.
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Guided Completion: Introduced a clear progress indicator and emphasized the primary action (“Diagnose”) to reinforce confidence and guide users through the flow.
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Calm, Trustworthy Layout: Adjusted spacing, typography, and color to create a clearer, more reassuring visual hierarchy.
Measurable Impact
These refinements increased completion rates by 24%, reduced average input time by 18 seconds, and raised user trust scores by 15 points. Structured medication data also supported more accurate diagnostic recommendations, boosting appointment conversions and reinforcing reliability for returning users.
Example of iterations made from testing
Streamlining Onboarding:
How Simplicity Boosted Performance and User Trust
Takeaways
Simplifying the experience reduced user friction, nearly doubled retention, increased trust, and produced a 6.4× ROI transforming engagement and long-term business value.
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Minimal & Concise High-fi Wireframes From User Testing
Reflections
Guiding Beliefs
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Start with values, consistency follows.
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Simplicity is focus, not absence.
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Design is storytelling, hierarchy creates rhythm.
Next Experiments
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Add reminders & payments using existing system.
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Run 90-day retention tests.
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Scale system to responsive web and telehealth.
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