Meridian Health
Patient-first mobile healthcare experience
Role
Lead UI/UX Designer
Timeline
4 months
Tools
Figma, Principle, Maze
Team
2 designers, 4 engineers
Challenge
The Problem
Patients struggled to navigate appointment booking, medical records, and telehealth in a fragmented experience. Drop-off rates during booking exceeded 60%.
Discovery
Research & Insights
Interviewed 12 patients and 4 care coordinators. Journey mapping revealed booking was abandoned at insurance verification — a step users didn't expect mid-flow. Diary studies showed patients wanted one place for appointments, records, and messages.
Mapped the end-to-end patient journey, tested three booking flows with 20 participants, and iterated on progressive disclosure. Built a component library aligned with WCAG 2.1 AA standards for engineering handoff.
Deliverables
Key Screens & Flows
Selected frames from the final experience — presented in context, not as loose screenshots.
nashrahfahim.com
Evolution
Before & After
Before
Five disconnected screens, unclear CTAs, and a 7-step booking form that buried insurance checks mid-flow.
After
A guided 3-step booking path with upfront eligibility checks, clear progress, and persistent care-team contact.
Impact
Outcome
Booking completion increased by 45%. Patient satisfaction scores rose from 3.2 to 4.6 out of 5. The design system reduced engineering handoff time by 30%.
45%
Higher booking completion
4.6
Patient satisfaction score
30%
Faster design-to-dev handoff