2024
Major Healthcare Provider – Confidential
Product Management
AI Implementation
Know More
What Happens When You Build for the Real Needs: A Healthcare AI MVP That Actually Changed the Experience
As a product manager consulting with one of the nation’s largest healthcare networks, I was asked to solve a persistent problem: patients and families were often lost or confused during pre-op visits. While the hospital’s MyChart portal was useful for scheduling and basic health information, it didn’t address real-world questions like “Where should I go now?”, “How long will I wait?”, or “What happens after my procedure?” This confusion led to stressed visitors, crowded welcome desks, and staff struggling to keep everything running on time. The stakes were high—patient frustration directly affected satisfaction and, sometimes, even clinical outcomes.
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Fewer Rescheuling Calls
In 12 weeks during the MVP pilot
0+
0+
Questions Answered In App
AI Assitant deflected routine desk asks
0%
0%
Stakeholder In the Know
At every step in the process
My role on the project
My role on the project
🟥 Product Manager for this product ensuring alignment with larger product roadmap
🟥 Managed a team of BAs, system architects, UX, and tactical delivery
🟥 Ensured alignment with our tech decisions in the wider infrastructure of the hospital
🟥 Kept all teams focused on user value and project priorities
Solution: Bringing AI-Powered Help to the Hospital Experience
Solution: Bringing AI-Powered Help to the Hospital Experience
Rather than replace MyChart, we built a digital layer on top using AI as the backbone. The centerpiece was a custom-built AI assistant powered by retrieval-augmented generation (RAG). Patients and visitors could ask questions in plain language—from “How do I get to pre-op room 2B?” to “What should I watch for after surgery?”—and get instant, personalized answers sourced only from hospital-approved content. The assistant lived within the patient portal and was accessible via mobile or desktop, making it easy to use from anywhere.
To complement the AI, we embedded smart navigation that worked hand-in-hand with the assistant, so users received step-by-step directions all the way to their destination inside the hospital. We also enhanced MyChart’s scheduling features, allowing users to manage special requirements or last-minute changes without picking up the phone.
Solution
Solution
Throughout, I worked closely with the head of digital (our biggest champion), but getting C-suite buy-in required results they could see. During key reviews, two things wowed the broader executive team:
How easily patients could ask the AI assistant for help in plain English and get real answers.
The seamless map experience, guiding users not just to the hospital but directly to the right room or waiting area.
Lessons Learned
Lessons Learned
This wasn’t just a technical project. Navigating compliance and governance—ensuring the AI only used pre-approved info and only authorized users could update content—was critical. Implementing AI in healthcare taught me just how much careful stewardship and trust matter, especially when lives are on the line.
Looking back, I’m proud we kept our focus on what really mattered to patients—not just what looked good on paper. If your organization wants to uncover the real reasons behind customer pain points—and actually solve them—I’d love to talk.
More Work
More Work
FAQ
FAQ
01
What types of projects do you take on?
02
Who are your typical clients?
03
How do you add value to digital projects?
04
Can you help with digital transformation?
05
Are your engagements flexible?
06
What’s the best way to start working together?
01
What types of projects do you take on?
02
Who are your typical clients?
03
How do you add value to digital projects?
04
Can you help with digital transformation?
05
Are your engagements flexible?
06
What’s the best way to start working together?
2024
Major Healthcare Provider – Confidential
Product Management
AI Implementation
Know More
What Happens When You Build for the Real Needs: A Healthcare AI MVP That Actually Changed the Experience
As a product manager consulting with one of the nation’s largest healthcare networks, I was asked to solve a persistent problem: patients and families were often lost or confused during pre-op visits. While the hospital’s MyChart portal was useful for scheduling and basic health information, it didn’t address real-world questions like “Where should I go now?”, “How long will I wait?”, or “What happens after my procedure?” This confusion led to stressed visitors, crowded welcome desks, and staff struggling to keep everything running on time. The stakes were high—patient frustration directly affected satisfaction and, sometimes, even clinical outcomes.
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Fewer Rescheuling Calls
In 12 weeks during the MVP pilot
0+
0+
Questions Answered In App
AI Assitant deflected routine desk asks
0%
0%
Stakeholder In the Know
At every step in the process
My role on the project
🟥 Product Manager for this product ensuring alignment with larger product roadmap
🟥 Managed a team of BAs, system architects, UX, and tactical delivery
🟥 Ensured alignment with our tech decisions in the wider infrastructure of the hospital
🟥 Kept all teams focused on user value and project priorities
Solution: Bringing AI-Powered Help to the Hospital Experience
Rather than replace MyChart, we built a digital layer on top using AI as the backbone. The centerpiece was a custom-built AI assistant powered by retrieval-augmented generation (RAG). Patients and visitors could ask questions in plain language—from “How do I get to pre-op room 2B?” to “What should I watch for after surgery?”—and get instant, personalized answers sourced only from hospital-approved content. The assistant lived within the patient portal and was accessible via mobile or desktop, making it easy to use from anywhere.
To complement the AI, we embedded smart navigation that worked hand-in-hand with the assistant, so users received step-by-step directions all the way to their destination inside the hospital. We also enhanced MyChart’s scheduling features, allowing users to manage special requirements or last-minute changes without picking up the phone.
Solution
Throughout, I worked closely with the head of digital (our biggest champion), but getting C-suite buy-in required results they could see. During key reviews, two things wowed the broader executive team:
How easily patients could ask the AI assistant for help in plain English and get real answers.
The seamless map experience, guiding users not just to the hospital but directly to the right room or waiting area.
Lessons Learned
This wasn’t just a technical project. Navigating compliance and governance—ensuring the AI only used pre-approved info and only authorized users could update content—was critical. Implementing AI in healthcare taught me just how much careful stewardship and trust matter, especially when lives are on the line.
Looking back, I’m proud we kept our focus on what really mattered to patients—not just what looked good on paper. If your organization wants to uncover the real reasons behind customer pain points—and actually solve them—I’d love to talk.
More Work
FAQ
01
What types of projects do you take on?
02
Who are your typical clients?
03
How do you add value to digital projects?
04
Can you help with digital transformation?
05
Are your engagements flexible?
06
What’s the best way to start working together?
2024
Major Healthcare Provider – Confidential
Product Management
AI Implementation
Know More
What Happens When You Build for the Real Needs: A Healthcare AI MVP That Actually Changed the Experience
As a product manager consulting with one of the nation’s largest healthcare networks, I was asked to solve a persistent problem: patients and families were often lost or confused during pre-op visits. While the hospital’s MyChart portal was useful for scheduling and basic health information, it didn’t address real-world questions like “Where should I go now?”, “How long will I wait?”, or “What happens after my procedure?” This confusion led to stressed visitors, crowded welcome desks, and staff struggling to keep everything running on time. The stakes were high—patient frustration directly affected satisfaction and, sometimes, even clinical outcomes.
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Fewer Rescheuling Calls
In 12 weeks during the MVP pilot
0+
0+
Questions Answered In App
AI Assitant deflected routine desk asks
0%
0%
Stakeholder In the Know
At every step in the process
My role on the project
🟥 Product Manager for this product ensuring alignment with larger product roadmap
🟥 Managed a team of BAs, system architects, UX, and tactical delivery
🟥 Ensured alignment with our tech decisions in the wider infrastructure of the hospital
🟥 Kept all teams focused on user value and project priorities
Solution: Bringing AI-Powered Help to the Hospital Experience
Rather than replace MyChart, we built a digital layer on top using AI as the backbone. The centerpiece was a custom-built AI assistant powered by retrieval-augmented generation (RAG). Patients and visitors could ask questions in plain language—from “How do I get to pre-op room 2B?” to “What should I watch for after surgery?”—and get instant, personalized answers sourced only from hospital-approved content. The assistant lived within the patient portal and was accessible via mobile or desktop, making it easy to use from anywhere.
To complement the AI, we embedded smart navigation that worked hand-in-hand with the assistant, so users received step-by-step directions all the way to their destination inside the hospital. We also enhanced MyChart’s scheduling features, allowing users to manage special requirements or last-minute changes without picking up the phone.
Solution
Throughout, I worked closely with the head of digital (our biggest champion), but getting C-suite buy-in required results they could see. During key reviews, two things wowed the broader executive team:
How easily patients could ask the AI assistant for help in plain English and get real answers.
The seamless map experience, guiding users not just to the hospital but directly to the right room or waiting area.
Lessons Learned
This wasn’t just a technical project. Navigating compliance and governance—ensuring the AI only used pre-approved info and only authorized users could update content—was critical. Implementing AI in healthcare taught me just how much careful stewardship and trust matter, especially when lives are on the line.
Looking back, I’m proud we kept our focus on what really mattered to patients—not just what looked good on paper. If your organization wants to uncover the real reasons behind customer pain points—and actually solve them—I’d love to talk.
More Work
FAQ
What types of projects do you take on?
Who are your typical clients?
How do you add value to digital projects?
Can you help with digital transformation?
Are your engagements flexible?
What’s the best way to start working together?