Project Overview
Company
Waltz health Inc. (Acquired by Eversana life Sciences)
Industry
Healthcare, Pharma-tech
Timeline
May 2023-Nov 2025
My Role
Sole designer
I led the patient research, mapped the end-to-end journey, and designed a proactive omnichannel experience across text, email, and portal, including a conversational AI prototype to extend support into the chat layer.
Overview
Waltz Connect was launching a new kind of specialty pharmacy. Instead of dispensing directly, it routes each prescription to the best-fit pharmacy in its network. A clean idea, but unfamiliar to patients used to a single dispensing pharmacy they recognize. I designed the patient-facing experience that absorbed that unfamiliarity, keeping patients informed at every step a traditional pharmacy would have left silent. The system went live in May 2025 and is now running across Waltz Connect's specialty and GLP-1 programs.
Impact
99% of specialty patients engaged through the digital channels, adopting a new model on the experience alone.
Launched live across Waltz Connect's specialty and GLP-1 programs in May 2025, scaling across PBM and employer partners.
Built each channel (text, email, portal) to stand on its own, so patients stayed informed regardless of where they showed up.
Equipped the pharmacy team with experience-based knowledge assets, so internal staff could anticipate what patients had already seen.
What I did
Two-year patient research arc across specialty and GLP-1 patients, including interviews, surveys, journey mapping, and pattern analysis from clinical communities.
End-to-end omnichannel design across text, email, and portal, with each channel built to stand alone without dependency on the others.
Cross-functional partnership with engineering, ops, business, and a portal vendor to keep messaging configurable per client coverage and program.
Conversational AI prototype with an engineering partner using an open-source LLM, explored as an in-text and in-portal support layer.
What I took away
Silence is a design decision
Every gap in a system is something the design chose, even by omission. Wherever a system stays silent, the burden of filling it transfers to the user. The work isn't only what to say at each step. It's what to say between them.
Conversational AI is mostly restraint
Trust in an AI surface is built less by capability and more by the visibility of its limits, by the system knowing where it can help, where it can't, and where the user should reach a person instead.
The system performs the experience
A user-facing surface is only as good as the people and processes standing behind it. If the team supporting the design doesn't know what users have already seen, the experience breaks at the first handoff. Designing the front-stage and equipping the back-stage is the same job.
Public Coverage
The work I led supports a platform that has received external coverage across industry press, partnership announcements, and trade publications.
Waltz Health and Serve You Rx Delivering Millions in Specialty Pharmacy Savings to Health Plans, Employers and Patients
Waltz Health press release, October 14, 2025
Waltz Health Launches Waltz Connect to Lower Costs of Specialty Medications
Fierce Healthcare, August 26, 2024
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