Meridianc
Helping 40,000 patients book, prepare, and recover — without the dread.
TYPE
Healthcare · Mobile App
YEAR
2025
TAGS
iOS · Design System · Patient UX
ROLE
Lead Product Designer
TIMELINE
Jan – Aug 2025 · 8 months
CLIENT
Meridianc
TEAM
2 designers, 4 engineers, 1 PM
Overview
Meridian's old patient app was built for clinicians, not patients. People skipped appointments because they couldn't find them. We rebuilt the experience around three real moments: before the visit, in the waiting room, and the days after. Plain language, calm pacing, no medical jargon.
Process
Shadowed 14 patients across 3 clinics. Mapped every anxiety point from booking to follow-up. Prototyped a "today" screen that surfaces only what matters in the next 24 hours. Tested with patients aged 19 to 81. Iterated the prep checklist seven times before it felt like homework.
Outcome
No-show rate dropped 38% in the first quarter. Average booking time fell from 4 minutes to 47 seconds. The clinical team adopted the same design system for their internal tools — something nobody planned for, but everyone wanted.
Key Decisions
Reframed the app around three patient moments, not clinical workflows. Designing for before, during, and after the visit matched how people actually experience care. Replaced medical jargon with plain language everywhere. Anxiety drops when people understand what's being asked, so clarity became a clinical outcome, not just a tone choice. Made the next appointment the most findable thing in the app. Missed visits were a navigation failure, so we designed the whole home screen around retrieval.
Conclusion
Meridian showed me that calm is a feature you can design. Lowering the no-show rate wasn't about reminders or pressure — it was about removing dread from every step. When the clinical team adopted the same system for their own tools, it confirmed the real lesson: humane design travels further than we plan for.
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