My role
Lead Designer — strategy, AI experience, full design execution
Timeline
12 weeks across 2 shape-up cycles
Outcome
58% of members actively engaging with AI takeaways; 80% opt-in for session recordings
The challenge
Members consistently told us they felt adrift between therapy sessions — progress made in a session would fade without anything to anchor it. At the same time, Spring Health was rolling out new generative AI capabilities and needed to prove their value to both members and enterprise customers.
The design challenge was balancing two things at once: building an experience that felt genuinely supportive and human-centered, while establishing clear metrics that could demonstrate AI's reach and impact across the platform.
"Members felt unsupported between sessions — progress made in the room would fade before the next visit."
The approach
I led a collaborative, iterative process that aligned Spring Health's long-term AI vision with near-term feasibility — all while preserving the compassionate, clinically informed voice the platform is known for.
The solution paired generative AI with session recordings to produce clear, individualized session summaries and tailored between-session takeaways. Early exploration involved wireframes and concept sketches defining how AI content could meaningfully extend therapy support without feeling mechanical or generic.
Close partnership with product, data science, and clinical teams established the technical, ethical, and tonal guardrails needed to make the content safe and trustworthy. Cross-functional workshops shaped the takeaway card structure, tone, and visual system. Critiques and alignment reviews ensured scalability and clinical rigor across all care pathways.
Impact
This initiative established the foundational elements of Spring Health's Continuous Care vision — bridging the gap between sessions and helping members feel more equipped and supported throughout their therapeutic journey.
By early 2025, session summaries and takeaways reached general availability across Commercial, Enterprise, and Jumbo segments for all AI-enabled US customers. The work also created Spring Health's AI design system, establishing principles centered on empathy, safety, and clarity — setting the benchmark for how AI will integrate across the platform going forward.