Scaling Efficiency and Trust for Healthcare using AI
2030 Vision for Phone Communication between Patients and Frontline Staff in Small Outpatient Clinics
Role
With
Platforms
Timeframe
Overview
Introducing Hiya Health
Hiya Health focus on small outpatient healthcare practices, where calls often overwhelm staff. By listening for emotional cues and offering real-time guidance, our AI platform helps staff manage calls with empathy and efficiency — and most importantly, build trusting, caring relationships between patients and providers.
As the product designer on 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 design principles, project scope, and key scenario. I also managed team processes using Agile methodologies.
Original Prompt
Shaping the Future of AI-Powered Communication
Our team worked with the client Hiya, a 400M+ user company in the Phone Call + AI space.
We were tasked with the prompt to design a 2030 Vision for AI-powered communication. We centered around Hiya's value and explored how AI might support voice intelligence, caller ID, and seamless experiences, while reinforcing security and user trust in both personal and business contexts.
Problem Scoping
Overloaded Staff, Frustrated Patients
Through research and workshops with stakeholders, our team identified a high-impact, scalable problem that aligns with our stakeholder's interest: Small outpatient practices face high call volumes, fragmented communication, and manual workflows. While patients often experience delayed responses, unclear next steps, and impersonal interactions that make them feel ignored, frontline staff are stretched thin managing communication across multiple touchpoints.
Design Concept
Hiya Health: Quick Access and Human Connection at the Frontline
Hiya Health paves a 2030 vision, where frontline staff gain a unified view of communications with automated workflows that reduce burdens. Staff focus on meaningful conversations, while patients enjoy a simple entry point and personal, compassionate interactions.
We see Hiya Health playing two roles at the frontline:
1) Patient-Facing Receptionist: Acts as the first point of contact. Clarifies intent, checks safety, resolves simple needs, and routes urgent cases, reducing missed calls while keeping patients reassured.
2) Provider-Facing Call Assistant: Supports staff during live calls. Surfaces patient context, tracks sentiment, suggests next steps, and automates wrap-up, helping staff stay empathetic and efficient.
Together, these two side ensure the phone call can be processed in a more empathetic and efficient way.
Highlights
Hiya Health: Quick Access and Human Connection at the Frontline
I focused on the Provider-Facing Call Assistant, designing how AI could seamlessly integrate into live calls. My work centered on making it easier for staff to stay present and compassionate with patients while still capturing context, managing tasks, and closing calls efficiently.
Next Steps
Product Direction Beyond MVP
Integration with EHR/EMR
Role-Based Controls for Frontline Staff
Multi-Modal Commmunication (Rich Media Expansion)
