- Client
- Hearth Health
- Role
- Product designer
- Timeline
- 6 months
- Services
- Research, Service design, UI design, Design system
01
The brief
Hearth offers video appointments for families, yet its app was built for one patient at a time. Parents booked for their children, adults managed care for their own parents, and every switch between family members meant logging out and back in. Nurses spent the first minutes of each call collecting details the family had already typed.
02
The approach
I mapped care journeys with 18 households and the clinical team, then designed a shared household space where every person has a gentle, colour-coded profile. Bookings, prescriptions and notes follow the person being cared for rather than the account holder. A short, conversational check-in replaced the long intake form, so clinicians join every call already knowing why the family is there.
03
The outcome
The household model launched nationally and changed how Hearth sells its plans. Families book more often, clinicians start calls sooner, and moving between family members now takes a single tap.
3 min
saved at the start of every consult
+27%
family plan sign-ups
1 tap
to switch between family members
