MD LIVE / VIRTUAL CARE
Making it easier to get started with care
Redesigning MD Live's scheduling experience to help patients find the right care and book appointments with less friction.
ROLE
Lead Product Designer
SCOPE
UX strategy, funnel analysis, research, workflow redesign, interaction and UI design
TEAM
Product Management, Engineering, Clinical, Analytics
TIMELINE
Launched in 2026
THE TL;DR
Help patients get the care they need
Patients came to MDLIVE knowing what they needed help with, but the scheduling experience made them work too hard to find the right path to care.
After identifying significant drop-off in the scheduling funnel, I championed an opportunity to simplify how patients entered and moved through the booking experience. I led the redesign of two key moments: introducing condition-specific shortcuts on the homepage and consolidating the first scheduling steps into a single screen.
Through funnel analysis, concept exploration, and usability testing, we developed a more direct path from a patient's reason for seeking care to a booked appointment.
The impact
Following the redesign, scheduling drop-off decreased and appointments booked increased. Add verified figures and a comparison period below.
105K+
incremental appointments attributed to the redesign
13%
reduction in drop-off at the first scheduling step
3%
increase of home screen visitors entering urgent-care scheduling
MEASUREMENT WINDOW: JUL 1 - SEP 30, 2026
THE OPPORTUNITY
Finding the right care shouldn’t be a barrier to receiving it
Patients don't think about healthcare in terms of service lines or scheduling workflows. They think about what's bothering them: a sore throat, sinus symptoms, or a medication refill.
But MD Live's existing experience asked patients to navigate service options, confirm who needed care, select a location, and then identify their condition through a chat-style flow.
We were seeing friction at multiple points:
Patients were reaching the homepage but not entering urgent-care scheduling.
Around 23% of patients were dropping off at the first scheduling step, where they confirmed who needed care.
Others entered the chat-based condition-selection experience but abandoned before completing it—or immediately after encountering the next follow-up question.
The data suggested that patients were struggling before they even reached the point of booking. Rather than simply optimizing individual screens, I saw an opportunity to rethink how patients entered the journey and remove unnecessary effort along the way.
How might we help patients quickly identify the right care pathway and complete scheduling with less friction?
MY ROLE
I identified and championed the opportunity within the design team, using funnel data and observed patient behavior to build a case for improving the experience.
As Lead Product Designer, I helped translate that opportunity into a redesign, working with Product and Engineering to build alignment around the approach. I collaborated with the designer initially leading the entry-point exploration, contributing to concept development and usability testing, before taking ownership of finalizing the broader experience and preparing it for engineering handoff.
My work focused on two complementary improvements: helping patients find a more direct starting point and simplifying the first steps of scheduling.
01
Start with why patients need care
The first opportunity was helping patients recognize the right path from the moment they arrived.
The existing homepage required patients to navigate into urgent care before identifying what they needed. Meanwhile, our data showed that certain conditions were appearing frequently in the scheduling chat.
The design team explored bringing those common reasons for care forward as condition-specific shortcuts on the authenticated homepage. Instead of starting with a service or navigating a chat conversation, patients could recognize their concern and move directly into the relevant booking flow.
I supported the initial concept exploration and usability testing, helping evaluate different approaches, including illustrated shortcuts and simpler chips or tags. We tested multiple variations, from low-fidelity concepts through higher-fidelity designs. Illustrations performed better in testing, informing the direction we moved forward with.
The goal was to reduce the translation patients had to do between their health concern and the product's navigation—making the next step easier to recognize.
02
Make the first step easier
The second opportunity came from a different point in the funnel. Patients were dropping off when asked to confirm who was receiving care and where they were located.
Previously, these were two separate screens. Patients had to actively select the patient and location before continuing, even when they had made those selections before.
I explored consolidating both decisions into one screen and changing the interaction from selecting to reviewing. We used patients' previous selections as defaults, allowing them to confirm the information and continue rather than repeat two separate steps.
We tested concepts to understand whether patients could easily review and update their information within the combined screen. Usability testing helped validate the approach and refine the design.
The design shifted the entry experience toward the patient’s immediate question: can I get help with this? [Add how you selected and organized care reasons, the alternatives considered, and any validation that shaped the design.]
WHY IT MATTERED
A clearer starting point removed an unnecessary interaction while preserving patients' ability to review and change important information before proceeding.
03
Bringing the experience together
Together, the two improvements created a more direct path from the patient's reason for seeking care to booking an appointment.
Patients could enter through a recognizable condition shortcut, bypass the initial chat-based condition-selection experience, and move into a streamlined scheduling flow. The consolidated confirmation screen further reduced effort at the beginning of the journey.
I took ownership of finalizing the patient-facing experience, bringing the two improvements together through interaction design, UI refinement, and engineering handoff.
AFTER SHIPPING
Following the redesign, the scheduling experience saw measurable improvements in patient progression and appointment volume.
More patients moved through scheduling
Drop-off at the first scheduling step decreased by 13%, following the consolidation of patient and location confirmation.
More appointments were booked
Approximately 105K+ incremental appointments were attributed to the redesign compared with the baseline period.
These results reinforced the value of looking beyond individual screens and addressing the points where patients struggle to move forward. By making the starting point more intuitive and reducing unnecessary steps, we helped make a critical patient journey easier to complete.
TAKEAWAY
This initiative started with an observation: patients were struggling to get into a care journey that should have been straightforward. By using behavioral data to identify the friction, advocating for a broader redesign, and collaborating across design and product teams, I helped turn an initial design-team opportunity into a shipped product improvement with measurable results.
Small changes at high-friction moments can have a meaningful impact when they're connected to the larger experience.
Designed with care and curiosity.