Matching patients to the right specialist
A recommendation layer that helps medical-concierge agents route each patient to the best-fit specialist or provider — faster, and with more confidence.
The right specialist, every time
My role — Lead Product Designer: problem framing, research, flows, hi-fi design & validation.
Within the same medical-concierge operation, choosing which specialist or provider to route a patient to was a manual judgement call — dependent on individual agent knowledge, scattered across tools, and hard to do consistently under time pressure.
Provider Recommendation adds a decision-support layer on top of the booking flow: given a patient's referral and context, it surfaces the most suitable providers so agents can act quickly and confidently.
Matching by memory doesn't scale
- Provider choice relied on individual agents' tacit knowledge.
- Relevant signals — specialty, location, availability, language, insurance — lived in different places.
- Inconsistent matches led to re-referrals and slower confirmations.
This study is a focused summary — happy to share the full artefacts (research, flows, screens) and detailed metrics on request.
Make the best option obvious
I framed the design around the signals agents actually weigh, then designed a ranked, explainable recommendation so the “why” was always visible — never a black box.
Bring specialty fit, location, availability and coverage into one ranked view.
Show why a provider is recommended so agents stay in control of the decision.
Inside the agent's flow, not beside it
The recommendation lives where agents already work, so it speeds the decision instead of adding a step — ranked providers, clear rationale, and a one-tap path back into booking.
Faster, more consistent matching
Add your measured results here and I'll slot them straight into these tiles.