Role

Primary Product Designer

Overview

As the primary Product Designer for Digital Check-in, I led the design of patient check-in experiences across web, native mobile applications, and in-clinic kiosks. My work focused on creating a consistent, accessible experience regardless of how patients chose to engage, while balancing current platform constraints and defining a long-term vision for the future of digital check-in.

In addition to improving the existing experience, I partnered with cross-functional teams to design a future-state ecosystem that better connected digital and in-person touchpoints throughout the patient journey.

The Challenge

Digital check-in experiences were fragmented across channels and heavily influenced by the capabilities of a third-party vendor platform. While functional, the experience introduced friction for patients and did not always meet modern expectations for usability, accessibility, and transparency.

Key challenges included:

• Inconsistent experiences across web, mobile, and kiosk channels

• Limited accessibility and usability capabilities

• Difficulty checking in for multiple appointments within a single experience

• Lack of integrated communication between patients and care teams

• Limited flexibility for completing required tasks, such as questionnaires and forms

• Poor visibility into task expectations, effort, and progress

• Limited transparency around how patient information was being collected and used

These limitations created unnecessary complexity at a point in the patient journey where clarity and confidence are especially important.

My Contribution

As the primary designer for Digital Check-in, I partnered with product managers, engineers, operational leaders, and vendor teams to improve the current experience while defining a long-term product vision.

My responsibilities included:

• Leading UX strategy and design across web, mobile, and kiosk experiences

• Identifying usability, accessibility, and workflow pain points

• Creating journey maps, user flows, wireframes, and prototypes

• Collaborating with vendor teams to understand platform capabilities and constraints

• Partnering with operational stakeholders to align digital experiences with clinical and administrative workflows

• Defining and visualizing a future-state omnichannel check-in experience

Design Approach

A significant challenge of this work was designing within the constraints of a vendor-managed platform while still advocating for the best possible patient experience.

To make informed design decisions, I worked closely with vendor partners to understand system limitations, upcoming platform changes, and opportunities for customization. At the same time, I collaborated with hospital operational teams to ensure that proposed solutions would not negatively impact existing workflows or create additional burden for staff.

For the future-state vision, I expanded beyond current constraints to explore how digital check-in could become a seamless experience spanning mobile, web, kiosks, and physical campus interactions. This required thinking holistically about how patients transition between digital and in-person experiences and identifying opportunities to reduce friction across the entire journey.

Vision & Design Strategy

We improved the existing experience through targeted usability and accessibility enhancements while simultaneously defining a future-state vision for digital check-in.

The future-state experience focused on:

• A consistent check-in experience across all channels

• Simplified management of multiple appointments

• Flexible task completion options based on patient preference

• Greater visibility into task progress and expectations

• Improved communication between patients and care teams

• Increased transparency around patient data usage

• Better integration between digital interactions and on-campus experiences

By viewing check-in as part of a larger patient journey rather than a standalone transaction, we were able to identify opportunities to create a more connected and supportive experience.

Outcome

This work helped establish a strategic vision for a more unified and patient-centered check-in experience while continuing to improve the current state experience within existing platform constraints.

The project strengthened alignment across product, operational, and vendor teams and highlighted the capabilities needed to deliver a truly seamless omnichannel experience in the future.

For me personally, the project deepened my expertise in designing complex healthcare workflows, navigating third-party platform constraints, and balancing patient needs with operational realities across multiple channels and touchpoints.