Optum Now
Overview
Optum Now is RVO Health's AI-powered health assistant, built for the true Chief Medical Officers of the household — the parents, most often moms, managing care for kids, partners, and aging parents. As Principal Product Designer over a 6+ year tenure, I led its design strategy and cross-functional execution end-to-end.
The Challenge
Healthcare is fragmented and emotionally taxing for the 60M+ U.S. families juggling care coordination. Research across 40+ interviews and 12 pilot families in NY and Charlotte showed people didn't want more information — they wanted an assistant that thinks ahead, handles the logistics, and talks to them like a human.
The Solution
I defined 0-to-1 flows for care navigation, scheduling, pharmacy, and insurance clarity, then built a HIPAA- and ADA-compliant modular design system scaling across teams and use cases. Conversational AI was designed for warmth and transparency to earn trust with an AI-skeptical audience, with EHR interoperability integrated via Wellos, 1upHealth, and Healthgrades, plus camera and voice input to cut friction for caregivers.
The Result
Optum Now became a strategic pillar in RVO Health's product roadmap — its design system now powers multiple AI health flows in production and pilot, with a B2B expansion pitch underway. • $20M+ projected annual cost savings at 1M MAUs · 40% modeled reduction in care coordination time • +30% active usage during the 12-month pilot
Prototypes
Welcome to Optum Now: Your health, at-a-glance
What:
A personalized command center for your whole household. Focus: Reduce cognitive load and centralize control, turning multi-portal chaos into one clear, proactive hub; aligning with 100% of test families who said they’d share health data to gain this level of clarity.
Highlights:
Personalized welcome adapting to role and time of day; AI-driven Preventive Care Checklist, top-rated by test families; real-time Activity Feed; quick action tiles; trust-building sync and compliance cues.
Family hub: One place for every profile
What:
Manage the whole crew without the chaos—profiles, shared tasks, care teams, and records that stay in sync. Focus: Streamline family care coordination in a single view, reducing scheduling effort by up to 40%.
Highlights:
Color-coded household timeline; individual profiles; provider and visit context; one-tap member toggles; automated preventive care prompts.
Treatments & medications: Stay on track
What:
One clean view for prescriptions and treatments across the family. Focus: Improve treatment completion rates by shifting from reactive reminders to proactive coaching backed by adherence analytics.
Highlights:
Family-wide treatment list; filters by member, condition, and urgency; adherence progress rings; refill and provider details; AI follow-up prompts when adherence drops.
Find a provider: Smart matches in minutes
What:
The assistant blends preferences with Healthgrades data to surface the right doctors fast. Focus: Reduce decision fatigue and improve match accuracy with AI-powered search and flexible commitment options.
Highlights:
Conversational intake; ranked results by network fit, availability, and ratings; rich provider cards; save-to-care-team; one-tap scheduling.
Add insurance: Scan, verify, done
What: Point your camera at the card and let AI extract, validate, and attach coverage to the right family members—no forms, no friction. Focus: Cut insurance entry time from roughly 20 minutes to under 1 minute while making benefits easier to understand.
Highlights: OCR card capture; plain-language benefits; visual network indicators; secure family sharing; immediate verification of linked benefits.
