About the Project

This project focused on helping members navigate a sensitive turning point in their mental health journey: when their provider unexpectedly leaves.  

My Role

As the Senior Product Designer, I led the end-to-end design of key member-facing flows while mapping interconnected workflows across admin and clinician experiences to ensure a cohesive redesign of the entire experience.

Research / Strategy
High Fidelity Prototypes
Cross functional Collaboration

The Team

The Problem

When a provider becomes unavailable, members are often left confused or unsure of what to do next. Previously, our operations team manually reassigned providers, but this approach was inefficient and didn’t scale. More importantly, it created gaps in the member experience, especially at a moment when continuity of care and trust are most critical.
We set out to design a member-facing experience that would:

Notify members with empathy
Guide them through the steps to find a new provider
Minimize care disruption
Automate what was previously handled by Ops.

Research + Discovery

Member Frustrations

The existing flow had the following issues for the member experience.

I leveraged existing user research conducted by a previous UX designer and supplemented it with insights gathered from conversations with the Carepath team, who manage member support and engagement.

Process and Exploration

I collaborated closely with the product manager and Network Operations team to gain a comprehensive understanding of the end-to-end journey: From when a provider departs to how it impacts internal workflows, providers, and members. I facilitated multiple cross-functional brainstorming session to map the full rebooking experience from the perspectives of Network Ops, members, and providers, identifying UX gaps in the process.

Defining Success Criteria

I partnered with the product manager early in the project to define what success would look like for both the business and the member experience. Together, we identified clear, measurable criteria to ensure our solution addressed not only operational efficiency but also member trust and engagement. Our shared goals included:

Reduce time from provider loss to next appointment
Decrease reliance on ops to manually reassign
Increase member completion of rebooking flow
Emotionally supportive messaging
Clear, frictionless next steps
Flexibility to explore new providers

Leveraging Existing Designs

During exploration, I discovered an existing provider selection flow that closely aligned with the reassignment use case. Rather than building a brand new experience from scratch, I strategically leveraged and adapted flows available in the design system to minimize engineering lift while still addressing the functional needs of members navigating a provider transition. I refined the flow’s structure, and worked closely with marketing/copywriting to define language and entry points to ensure it guided members with clarity.

Work in Progress

Design is rarely a straight line. This project required exploring multiple paths, aligning across member, practitioner, and NetOps flows, and working through edge cases. The files were full of notes, alternate flows, copy updates, content experiments, and rejected ideas, which brought me closer to a cohesive experience.
Here’s a glimpse of what the process actually looked like.

Final Designs

After identifying the existing provider selection flow, I audited its structure and touchpoints to assess how it could be adapted for the reassignment experience. I collaborated with marketing and copywriters to refine the messaging for tone, clarity, and emotional sensitivity, given the unexpected nature of provider transitions. I also prototyped the new end-to-end experience across multiple channels, including native app, web, admin portal, and provider portal along with email communication in the final handoff.

Member Experience (Native App)

Once a provider notifies Brightside of their departure, the member will have two weeks to select a new provider. During this time, they’ll receive prompts via email and in the mobile and web apps, guiding them through the flow to choose their preferred provider and schedule a session.

Member Experience (Web App)

Provider Experience

On the provider side, newly assigned members will appear in their case list within the portal and will be labeled as “Reassigned.”

Network Operations Experience

For the Network Operations team, a new feature was added to their portal allowing them to enter a provider’s resignation date. This ensures members have two weeks to select a new provider before one is automatically assigned to them. The NetOps team will still need to confirm the availability of backup providers or, if none are available, escalate via the provider Slack channel.

Flows to Consider + Edge Cases

While collaborating with the PM and engineers during the build phase, we identified additional flows and edge cases, and worked together to develop effective solutions.

Impact

By introducing a guided rebooking flow, we significantly reduced care disruption and overhead support, while increasing member engagement and building trust during a sensitive moment in the care journey.

100% Rebooking Within 48 Hours

100% of members rebooked within 48 hours of receiving the reassignment notification

Decreased Time Spent

Manual Ops time per reassignment reduced from ~20 minutes to <2 minutes

Positive Feedback

Received positive qualitative feedback from members via Appcues survey

Reduced Escalations

Fewer escalation cases reported during the transition period

Standardized Scalable Design

Built reusable system for future provider transitions (applies to both Rx and Therapy)

My Learnings

This project challenged me to design within a complex, interconnected system. Balancing the emotional needs of members with the operational constraints of Network Operations and the responsibilities of providers required systems thinking and careful coordination. I zoomed out to understand how flows intersected across teams, then zoomed in to create a thoughtful, intuitive member experience. It reinforced the importance of designing for scale, aligning cross-functional teams, and making smart, sustainable design decisions.

Key Takeaways:

Systems thinking drives better outcomes
Designing within a web of interconnected flows pushed me to consider how each decision impacted not just members, but also providers and operations.

Alignment requires intentional facilitation
Navigating conflicting priorities meant bringing teams together early, clarifying goals, and guiding decision-making through thoughtful communication.

Clarity and consistency build trust
Even with backend logic and technical constraints, prioritizing clear communication and consistent interactions helped reduce confusion and improve the member experience.

Provider Reassignment