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Improving clinic workflows and patient outcomes with agentic voice AI
Through a startup incubator at USC, I led the end-to-end design process for Voxel, a clinical platform for automating outgoing phone calls using voice AI agents.
BACKGROUND & RESEARCH
SMALL TEAM. BIG IDEAS.
I was paired with one product manager and two developers to ideate, build, and ship an MVP in 10 weeks. We bounced from idea to idea, but ultimately, noticed a large gap in the healthcare system and chose to focus on this industry.
IN HEALTHCARE, COMMUNICATION DRIVES EVERYTHING.
Through multiple user interviews, we discovered how reliant the healthcare system is on effective communication – especially between providers and their patients.
PROBLEM
Clinics lack the time and staff to make manual appointment calls, leading to missed visits, financial loss, and gaps in patient care.
SOLUTION
AUTOMATED CALLS. COMPLETE CONTROL.
A digital platform designed for clinics to build custom voice AI agents that automate the outgoing phone call process to patients.
PROCESS & DECISIONS
TRANSLATING NEEDS INTO ACTIONABLE REQUIREMENTS
To make sure we were creating a product that would meet our users' needs, it was imperative that we translated the insights we gathered into actionable targets.
UNDERSTANDING HOW CLINICS CAN EFFECTIVELY USE AI
The voice AI model we used had a native flow chart model for building agents, but we explored whether this would be the best approach for clinics and providers.
While the flow chart model offered…
Complex conversation flow/interaction
Branching of agent interactions
Unique call controls and functions
We ultimately chose the block-based model for…
Ease of use and simplicity for creation
Alignment with call needs of clinics
Similarity to existing tech used by providers
ITERATING TO MEET THE NEEDS OF CLINICS
One key pain point from users led to our goal of allowing clinics to visualize their business metrics, but it took a few iterations to align with what clinics wanted.
FINAL PRODUCT
MVP TO PITCH, A PRODUCT TO IMPROVE PATIENT OUTCOMES.
After ten weeks, my team and I had the opportunity to demo and pitch our product to other founders and three investors at a demo night.
Build custom voice agents that can automatically call patients, based on your clinic's needs.
Review call transcripts and AI-powered flags and insights based on the conversations.
Visualize how Voxel is supporting your clinic's needs through key metrics and patient alerts.
TAKEAWAYS
FOUNDER VS DESIGNER
Being both a founder and designer is difficult – you have to prioritize not just user experience and needs, but business and product strategy goals effectively.
DESIGN IS ABOUT RECOGNIZING PATTERNS
You don't always needs to reinvent the wheel, but it's important to recognize when you should. People like familiar patterns, but they're not always applicable.
COMMUNICATE YOUR NEEDS, BUT BE RECEPTIVE TO CONSTRAINTS
Oftentimes, it can feel like other stakeholders are pushing back on your ideas, but it's important to advocate for your decisions and recognize where a compromise should be made.
HUGE SHOUT TO MY TEAM AND MENTORS!
