Streamlining Phone Communication Workflow for Healthcare Frontline Staff with AI
AI-powered product that helps frontline staff to speed up efficiency and build trust with patients
Role
With
Platforms
Timeframe
1. Overview
Introducing Hiya Health
For my Master's Capstone, I designed a B2B SaaS product from 0 to 1. Working in a 3-person team, I wore multiple hats: I executed end-to-end UX, prototyped and tested the MVP experience, and facilitated 5 iterative research cycles and 8 strategic workshops, driving alignment on key decisions. I also managed team processes using Agile methodologies.
Context
Working with Hiya, a Phone Communication Company
Our team worked with the client Hiya, a leading phone communication company serving over 500+ million users worldwide.
Hiya is best known for creating trusted connections between businesses and users, powered by AI-driven voice intelligence, advanced caller identification, and seamless voice experiences.
Problem Scoping
From "2030 Vision" to an Identified Problem in Healthcare
Hiya challenged us: Design the future of trusted AI communication for 2030. No specs. No defined users. Just ambiguity and 7 months to deliver impact.
Through research and communication with stakeholders, we identified the problem: Healthcare communication is fundamentally broken. Frontline staff spend most of their time wrestling with phone systems instead of caring for patients. Meanwhile, patients in crisis navigate endless phone trees.
Solution
Streamlining Calls to Reduce Missed, Rushed, and Fragmented Care
Our team designed Hiya Health, an AI solution that streamlines clinic phone calls to prevent missed, rushed, and fragmented patient care. The system has two parts: a patient-facing AI receptionist and a staff-facing AI assistant. Both integrate with the clinic's existing phone system.
Design Highlights
Hiya Health: Quick Access and Human Connection at the Frontline
Before the call:
Before the frontline staff even picks up the phone, they knows exactly what's happening because AI provides instant context.
During the call:
AI would automatically assist with in-call actions, sentiment support, and appointment scheduling, so the frontline staff can focus on the patient and keep the conversation flowing naturally without distraction.
After the call:
AI would automatically assist with in-call actions, sentiment support, and appointment scheduling, so the frontline staff can focus on the patient and keep the conversation flowing naturally without distraction.
Impact
Measuring the Effectiveness of the Design
I collect feedbacks from frontline staff and patients, as well as our clients.
0 to 1
Navigating through Ambiguity
100%
Willingness to Adoption
15+
stakeholders
Client Satisfaction
2. Research
Scoping the MVP
How did I scope down the project to Hiya Health?
Why Service-Based SMBs?
Market Size, AI Demand & Hiya’s Advantage
1. Massive Market Opportunity
85.7% of SMBs are service-based (Proweaver, 2024)
Trust-driven industries
Communication = success
2. AI Automation Demand
Service SMBs need AI-powered automation for streamlined outreach & engagement
Impact: 5X faster response, 20-30% higher conversions (Carta & McKinsey, 2024).
3. Hiya’s Strategic Strengths
Build trust through caller ID
Capture every call with smart intelligence
Future Forecasting Workshop
Vision: AI as SMB’s Growth Partner
I conducted future forecasting workshops to turn abstract 'what-ifs' into a concrete strategy that I could use to guide how we should be designing AI that truly becomes SMBs' growth partner.
Based on the workshop, the ideal AI experience is intelligent and adaptive. The AI would proactively engage customers, anticipating what they need, while still keeping that personal, human touch when it matters. In the future, trust becomes the make-or-break factor for SMBs.
Why Healthcare Industry?
The Right Mix of Challenge and Opportunity
1. Ideal Playground for AI
Strong emphasis on user trust and emotional sensitivity
2. Scalability Through Constraints
Restricted access to information
Transferable to other regulated industries
3. High-Impact Problem Space
Failures affect patient care & revenue
User Interview Insight
AI’s Value Lies in Supporting Human-Centered Care
I conducted 10 user interviews to understand how they perceive AI in healthcare communication. Because the involvement of AI can affect both sides of the communication, I interviewed both frontline staff and patients.
It was found that both patients and staff are resistant to AI handling emotionally sensitive communication, emphasizing that empathy, trust, and human judgment are essential. I also identified opportunities for AI in supporting professional communication, making scheduling easier and smarter, and simplifying care tasks across fragmented systems.
3. Ideation, Design, Iteration
How might we re-envision healthcare communication using AI to increase frontline staff efficiency and patient satisfaction without losing human touch?
Aligning with Stakeholders
Navigating through Ambiguity
I facilitated two workshops with 20+ people from the AI leadership and product team at Hiya to further understand and align on the project scope, ideal outcomes, design principles, and standout solutions.
I gained greenlight for the scoping, and we were aligned on the following strategies to build trust:
Keep Humans Connected: Preserve human relationships and enable seamless handoffs
Clear AI Involvement: Be transparent about AI involvement and demonstrate value
Enhance, Never Replace: Apply AI where it adds value (Efficiency), not where it replaces care (Empathy)
Because my project focused on healthcare, we also identified the hard requirement as protecting patient data and privacy.
Ideation & Feature Prioritization
Scoping the MVP for Hiya Health
This is how the call experience changes. Instead of patients waiting on hold or bouncing through phone trees, every call is answered right away.
The AI clarifies what the patient needs, checks for safety concerns, and resolves simple issues when it can.
If it’s something more complex, the call is routed directly to the right person — with full context already shared.
During live calls, staff aren’t left scrambling. They’re guided with real-time support and even sentiment cues, so they can respond with more clearity.
And once the call ends, the wrap-up is automated, saving time and ensuring nothing gets lost.
All of this helps reduce missed, rushed, and fragmented care.
4. Reflection
Learnings & Next Steps
Next Steps
Product Direction Beyond MVP
Integration with EHR/EMR
Role-Based Controls for Frontline Staff
Multi-Modal Commmunication (Rich Media Expansion)
