Patient Outreach Insights
Product Design, Design Strategy, Stakeholder Alignment
About the company
CareMessage is a healthcare technology nonprofit that provides patient communication platforms to 400+ federally qualified health centers, serving millions of underserved patients annually.
Project Overview
Core Problem
Patient engagement and messaging data was siloed across five separate features - Appointments, Programs, Referrals, Outreach, and Messenger. To understand organizational performance, customers had to jump between tabs, export CSVs from each feature, and manually stitch together a picture. Senior leaders, the people responsible for proving ROI to boards, had no unified view at all.
30%+ of all web-app feedback was reporting-related, the single largest category of customer pain
My role
Led end-to-end UX design
Drove stakeholder alignment on data structure and product packaging
Ensured C-suite users see measurable CareMessage value on login
Solution Summary
A new Global Insights section: a dedicated menu entry point, not bolted onto an existing page that brings all-feature data together through the lens of Health Equity pillars: Access to Care, Clinical Outcomes, and Social Determinants, as well as Patients & Engagement, that _____
Data structured to mirror CareMessage's product packages, so what executives see reflects what they purchased
Full CSV export capability of selected date range
User Challenges & Research Signals
Four user groups were identified as high-priority, each with a distinct unmet need that the fragmented experience was actively blocking.
Senior Leadership
No way to see aggregate organizational performance — messaging volume, engagement, opt-outs, health equity impact — in a single view to report to board members or justify the CareMessage investment.
Clinical Staff
Needed simple, clear dashboards showing patient reach and failed message trends to follow up proactively — but data lived deep inside feature-level reports with no cross-feature summary.
Department Managers
Couldn't track patient trends, delivery failures, or engagement across locations without manually exporting from each feature separately — creating workflow inefficiency and increasing cognitive load.
Data Analysts
Required exportable, filterable datasets spanning all features for deeper analysis and custom reporting — the current patchwork of per-feature CSVs made this time-consuming and error-prone.
Design Exploration & Key Decisions
Before jumping to a solution, three fundamentally different design paths were evaluated.
Final Solutions & Key Features
Four tabs organized by Health Equity pillar, each mapping directly to a product package area. Accessible from a new Global Insights menu entry right beneath Dashboard.
Planning with the product manager, we decided to take an iterative, phased approach to the rollout in order to allow us to test and gather user feedback while designing.
For phase 1, we aimed to increase the engagement by optimizing the components and layout while bringing more valuable yet digestible information to our users. To do so, I leveraged three techniques for the design improvement.
Modular approach
Modules can be applied based on a drug's given attributes, to allow us to test and scale new designs.
Rearchitect information
to solve existing problems. to better organize the existing information on the page
Eligibility labeling system
find savings in a glance
Impact
Global Insights shipped to production in December 2025 with all 7 engineering milestones complete. Success is being measured against three defined targets through the end of Q1 2026.
35%
Target weekly adoption among active customers from a 0% baseline on a net-new feature
20%
Target engagement rate - Customers actively interacting with key actions like downloads and drill-downs
Qualitative Impact
For the first time, CareMessage customers have a single place to see their full health equity impact and not just message delivery stats. C-suite users who previously had to schedule calls with CSMs to build board presentations can now self-serve the data they need. The structure mirrors the product packages they've paid for, creating a direct, visible connection between investment and outcomes every time they log in. The reporting section has been removed from the dashboard, reducing confusion, and the architecture scales cleanly for future work of the CareMessage App redesign and role-based views.