AI Health Copilot: From User Story to Human-Centered Experience
Our design journey for this AI Health Copilot covered these core areas:
User pain points – understanding the emotional and behavioral friction users face before even reaching the platform
Research document provided – mapping out the full patient journey, from symptom searches to emotional stress points
Emotional design elements (bird animation) – soft visuals to set a tone of safety and comfort, introduced by us and later embraced by the client
Conversational flow strategies – light, human-first interactions that reduce question fatigue while enabling key features like doctor suggestions, appointment booking, and visit note-taking
Smart UX choices – including memory-based tag suggestions and early probability-driven data visualizations that update as the user engages further
The Challenge
How can we create a health experience that feels human, not clinical—and leverage AI to tell a visual story that guides, comforts, and informs the user at every step?
The Pain Points:
- Users were anxious, unsure who to consult for their symptoms
- They were Googling health issues and landing on irrelevant, conflicting advice
- They didn’t like asking too many questions—feeling overwhelmed or judged
- They lacked continuity across sessions and often had to start over
- Most digital health tools felt robotic, cold, or overly interrogative
User story
The client provided us with a detailed document mapping out the full user journey—before users ever reached the app.
It included:
- Real screenshots of symptom searches on Google
- Emotional friction points at each stage
- Attempts to navigate conflicting sources and platforms
This wasn’t just a persona.
It was a realistic emotional journey.
It gave us one key insight:
people don’t want more data—
they want clarity, warmth, and direction.
Our Design Response
With those insights in hand, we didn’t just design an interface—we built an experience that listens before it speaks.
Emotional Connection First
We began the experience with a bird animation—not requested, but instinctively added by our team to create a soft, emotionally welcoming moment. It wasn’t a “feature,” but a visual signal of safety and calm. Once the client saw it in context, it became one of their favorite elements—setting a tone of care from the very first screen.
Fewer Questions, Smarter Engagement
Knowing that users hesitate to answer too much, we replaced heavy onboarding with something more intuitive and intelligent:
We designed the system to show probability-based results early, using minimal inputs to display likely health insights through clean, interactive data visualization.
Why it worked:
It lowered the emotional barrier, engaging users with insights rather than questions
It made users curious to explore further, nudging them to ask better questions
As they shared more, the probabilities updated in real-time—with timestamps—making the entire experience feel dynamic, responsive, and transparent
This turned the flow into a collaborative journey, not a cold intake process.
The Outcome
We built an experience that blended behavioral empathy, emotional intelligence, and data clarity—crafted to guide users gently, respectfully, and intelligently through their health journey.
This wasn’t just a better UX. It was a better way to care.
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