Care Guides
Scalable system
Care Guides started as a UI refresh to improve patient engagement. I challenged the scope after discovering that the bigger problem wasn't the interface, but how aftercare was created, issued and experienced.
I led the design of a more scalable system connecting clinical content writers, clinicians and patients—from creating modular Care Guides to issuing them during a consultation and measuring what patients did afterwards.
Project impact
45
%
Increase in qualified* return visits to Care Guides
60
%
Of patients marked or completed an activity
1→N
Created a scalable system for creating, issuing and measuring Care Guides
*A qualified return visit was defined as a patient returning to a Care Guide and remaining for at least 10 seconds.
My contribution
User research
Prototyping
Product strategy
Product design
The team
1 x product manager
1 x clinical content writer
1 x clinician
8 x engineers
Timeline
6 months
Platform
Web
Android
iOS
Context
After a consultation, clinicians could send patients Care Guides containing relevant advice, treatment information and next steps.
But the experience was largely built around long-form articles. Useful actions were buried in content, clinicians had to manually find and send appropriate guides, and clinical writers had limited ways to create more useful experiences.
Key insight
The content was valuable. The system delivering it wasn't.
Before
The original goal was to refresh the
Care Guide interface and improve engagement.
Before redesigning it, I looked at how guides moved through the entire service—from clinical authorship to clinician delivery and patient use.
That exposed three connected problems:
Content writers were constrained by static article templates.
Clinicians manually searched for and shared relevant guides.
Patients received information, but useful actions were difficult to distinguish.
Improving the interface alone would leave all three problems intact.
Simplified
Reframing the opportunity
I reframed the question from "How might we improve Care Guides?" to "How might we make aftercare more useful and actionable?"
That expanded the opportunity across three connected experiences: how guides were created, how clinicians issued them, and how patients engaged afterwards.
I mapped the ecosystem with engineering and clinical teams, then broke the vision into phases. This helped us align around a larger direction without turning it into an unmanageable redesign.
From vision to first release
The ecosystem created more opportunities than we could reasonably deliver at once. I worked with clinical writers to understand which interactions would make guides genuinely more useful, then with engineering to evaluate feasibility and reuse.
I prioritised modules that could serve multiple clinical needs rather than highly specialised interactions. This gave us a smaller first release without limiting where Care Guides could go next.
Building for reuse, not individual guides
Instead of designing individual Care Guides, I designed a modular content system.
Each module had a clear patient purpose but could support multiple use cases. Audio could deliver information or a guided meditation; prompts could become journalling activities; checklists could support treatment routines.
This gave clinical writers more flexibility without requiring engineering to build every Care Guide from scratch.
Measuring meaningful engagement
Engagement needed to mean more than opening a Care Guide.
We defined a qualified return visit as a patient returning and spending at least 10 seconds in a guide, while activities such as journalling, checklists and media interactions gave us behavioural signals inside the experience.
This turned previously invisible actions buried inside articles into something we could measure and improve.
The result was a 45% increase in qualified return visits, while 60% of patients marked or completed an activity.
Good aftercare should help patients act on the guidance they receive.
Reflection
What worked
Challenging the brief before committing to a solution
Making the wider system visible to build stakeholder alignment
Designing reusable capabilities rather than individual experiences
What I'd improve
Define module-level measurement earlier
Establish a stronger baseline for individual Care Guide performance
Connect aftercare engagement to longer-term patient outcomes
Next case study
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Selected works / Raz