Designing a smarter, more trustworthy care-navigation experience — integrating scheduling, urgent care, facility search, and data-driven doctor insights.
RoleProduct Designer
Timeline2022–2023
TeamProduct, Data Science, Solutions, Customer Service, Web & Mobile Eng, external partners
Background
Provider Finder was one of the highest-traffic flows in the Transcarent app. Despite strong usage, the early experience was simple and limited, often requiring members to call a Health Guide for scheduling or information.
As the product scaled — and as new data sources and partnerships became available — we had an opportunity to evolve Provider Finder from a basic lookup tool into a robust, trustworthy care-navigation experience that helps members make informed decisions.
Challenges
The early experience provided minimal filtering or guidance, creating friction for members navigating care options
Data from Ribbon (our provider data API) was constrained, limiting design flexibility and search accuracy
Scheduling through Health Guides was not standardized, leading to inconsistent experiences
Urgent Care data became available later via Solv, requiring UI integration aligned with their constraints
As Transcarent improved internal quality, cost, and outcome data, we needed a way to surface ranked "top doctors" transparently while preserving trust
Two phases
Phase 1 — Expanding the provider finder ecosystem. The focus was on expanding Provider Finder beyond basic search into a more complete care-navigation experience, including scheduling, facility search, urgent care, and Health Guide workflows.
Phase 2 — Making provider finder a differentiator. Once foundational features were in place, this phase focused on making Provider Finder uniquely valuable through clinical-quality data and price transparency — introducing the quality score and refined ranking logic display.
Enhancement
Scheduling flow
Goal: improve the scheduling experience by aligning member-facing flows with Health Guide workflows, making booking easier, clearer, and more consistent for both sides.
What I did
Collaborated directly with Health Guides to understand their scheduling process, preferences, and common friction points
Designed a member-facing scheduling flow that reduced confusion and created a smoother handoff to Health Guide intervention
Refined provider cards and entry points to better communicate which providers required Health Guide scheduling
Improved clarity and next-step guidance to decrease reliance on manual support
Enhancement
Urgent care booking (Solv integration)
Goal: enable real-time urgent care booking in the Transcarent app using Solv's data, giving members faster access to care and reducing manual intervention.
What I did
Designed the urgent care search and booking flow, incorporating Solv data and constraints while maintaining a Transcarent-native feel
Created the time selection and appointment confirmation UI, keeping it intuitive and easy to scan
Worked closely with Solv and engineering to align booking logic, edge cases, and data handling
Updated navigation and entry points so urgent care became a clear, discoverable option
Enhancement
Quality score integration
Goal: introduce transparent, data-driven provider quality scores to help members make confident decisions and differentiate Transcarent's provider finder experience.
What I did
Partnered with Data Science and Clinical teams to translate quality, outcome, and cost metrics into simple, member-meaningful visuals
Redesigned provider cards and profiles to incorporate quality scores, rankings, and explanatory details without overwhelming users
Conducted moderated user testing to validate comprehension, trust, and perceived usefulness
Refined language, visual hierarchy, and ranking logic based on testing insights
