Business Context
The Providence Digital Innovation Group (DIG) was creating Grace, a chatbot to help patients access healthcare resources while reducing caregiver burnout
When I joined DIG in 2021, Grace was a click-bot without natural language understanding
Grace was deployed to a small number of public pages and received
about 800 users each month
Design documentation was scattered and inconsistent
My role
Lead the design of Grace, build and manage a design team
Design Starting Point
Evaluated the chatbot for myself
Collaborated with user researchers and analysts to understand their key insights and recommendations
Actions
Prioritized a cross-platform hybrid design approach that combined an open text field with buttons to guide and accommodate users through natural language understanding at all times
Hired several talented designers, managing up to 5 people at a time, eventually promoting two of them
Created a North Star Design vision to guide development
Led the creation of a design system and style guide
Collaborated with clinical staff to understand their workflows so we could automate them
Pitched Grace on MyChart to hundreds of caregivers
Impact
The redesigned chatbot was deployed to all instances of MyChart within Providence
Between 2021 and 2023, we grew engagement to 90k MAU with over 12 million messages exchanged
Deployed Grace to every clinic web page for Providence and Swedish hospitals
Deployed post-login to all Providence MyChart users, (2x DAU growth in two weeks)
Design system and style guides were used by all our product verticals