Strategy (Research)
Project Detail
MedMatch
MedMatch sits between a referring practice, the patient, and the providers that patient is being sent to.
— Description:
MedMatch sits between a referring practice, the patient, and the providers that patient is being sent to. When a referral cannot move forward, the system explains why, notifies the right people on the right channels, and keeps following up until the issue is resolved or escalated to a person. It was delivered as a production-ready service for a real healthcare client.
Problem
Statement
Referrals stall for ordinary reasons, a missing document, pending insurance authorization, a clinic not accepting new patients, an expired subscription, incomplete provider information, or a scheduling window that can't be met. These blockers are easy to miss and expensive to chase manually. Different audiences also need different messaging: a patient should never see internal clinic details, and a provider's office shouldn't receive patient-facing wording. And when nobody responds to the first notice, a case can't simply sit silently.
Possible
Solution
We built a referral intelligence layer that the client's own product calls whenever a referral is created or reviewed, with real-time blocker detection that checks live referral data and returns only the providers who can't proceed, each with a clear, specific reason. Audience-aware messaging translates each reason into language written for its specific recipient, patient, provider office, or internal operations, and multi-channel outreach spans in-app, email, SMS, and fax, automatically skipping any channel the recipient can't actually receive rather than generating an undeliverable message. A business-hours escalation ladder keeps reminders on a working schedule, with urgency increasing over time and escalation to a human with a call script if the issue stays unresolved, while automatic resolution detection stops outreach for a specific issue the moment it clears, without halting work on unrelated open issues on the same referral.
Breakdown
FullProject Timeline
A 12-week UX-to-UI path from research and architecture through wireframes, visual design, and usability testing.
UX Design
UI Design
Interview, Empathy Map, User Journey Map
Problem Statement & Goal Statement
Competitive Analysis & Information Architecture
Paper Wireframes
Visual Design & Prototyping
Usability Testing Phase
- 1st Week
- 2nd Week
- 3rd Week
- 4th Week
- 5th Week
- 6th Week
- 7th Week
- 8th Week
- 9th Week
- 10th Week
- 11th Week
- 12th Week
InformationArchitecture
The product map starts at authentication, lands on Home, then branches into the core destinations people actually use.
High FidelityWireframes
High-fidelity screens arranged to show the primary journeys, from first entry through the everyday product moments.
Our Work
OurWork
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