Designed customer centric experiences for a healthy life.
Overview
Amazon Health AI is a primary care platform that combines in-person and virtual care with a seamless Ai powered product experience
Problem to solve
Users visited the One Medical product page but weren’t completing the On-Demand Care sign-up flow all the way
Goals
Reduce friction in the decision making process by simplifying the information hierarchy, addressing users’ key questions early, and making the path to sign-up more intuitive
Target audience
Customers exploring Amazon One Medical for the first time
Role UX Designer
Disciplines UX/UI Design, User Research, Content Strategy, UX writing, and Product Design.
Tools Figma, Photohop, Cedric AI, Amazon Q Suit Ai, Diya Ai, and Rufus Ai.
Timeline 2025-2026
Design process
Research
Research and Discovery New Amazon One Medical customers often faced confusion after signup and especially around billing and service type. This led to a decrease in customer sign-up and poor customer experiences. To address this, I conducted interviews with current One Medical customers, and gather customer insight data. I developed a user flow persona of a new user.
Research
User Research I analyze the data that I discovered during my interviews and customer insight. Redundant information increases cognitive load, making it harder for customers to scan the page and quickly find key product details.
The questions I asked during my interviews regarding the app product page user experience helped me understand the customer pain point.
1. Is there anything you usually have to search for or navigate through multiple screens to find?
2. When looking at a One Medical page, what information do you look for first?
3. How do you decide which information is important versus unnecessary?
4. Have you ever felt overwhelmed by the amount of information on a healthcare page?
5. What information do you wish was easier to find?
“Does On-Demand Care accept my insurance?”
“Do I get unlimited doctor visits with my Prime Membership?”
“The product page experience is awful and outdated?”
“Are all of the conditions the same fixed price?”
“There is too much information. I don’t know what to pay attention to.”
Research
Competitive Analysis I analyzed our competitors’ branding and user experiences. Hims has a very good user experience because hims offers users what they need, and understand there needs. It helps develop a company and customer connection.
Synthesis
User Flow + Persona - I than synthesis my user research and developed a user persona that takes the customer from the ingress to the final step in Signing-up for messaging Telehealth or in person visit
Ideation
Health Ai - Helped design the chatbot interface for the Amazon Health Ai agent.
Ideation
Usability Testing - Conducted usability testing by sending my prototype to other UX Designers for feedback on there usage of the One Medical mobile experience. The designers tested the navigation, carousel, card tags, buttons, and links.
“Keep the Ai agent on its own separate from header content in order to give it breathing room”
“ I love the card styling and how easy it is to scan the One Medical services type”
“Body text is too small. Make it bigger to adhere to accessibility”
Ideation
High Fidelity Wireframe - Prototype
Design Systems / Style guidelines
Designs the style guidelines for designers to adapt the new OM branding to their design work.
Design Systems / Components
Designs these components to be used for other OM product pages such as the Health HP, MSA, and OM HP. These components where share to other UX Designers, CD, and ACD, and external 3rd party agencies.
Final Design
Figma Prototype