← Back to Case Studies
3.0 → 4.8U.S. Apple App Store rating
2017–2020Primary UX ownership
January 2019Highest-rated patient-care app
Baylor Scott & White Health · EN
MyBSWHealth
Simplifying access to care across a complex healthcare system
MyBSWHealth is Baylor Scott & White Health’s patient-facing digital platform and mobile app. It helps patients schedule care, communicate with providers, review health information, manage prescriptions and bills, and access services such as video visits from one connected experience.
Overview
I joined Baylor Scott & White Health’s digital team in 2017 to help redesign the patient portal app. For most of 2017–2020, I was the sole dedicated UX designer for MyBSWHealth, carrying primary ownership of much of the mobile experience while partnering closely with product, engineering, operational and clinical stakeholders, and Bottle Rocket on broader platform strategy and execution.
The redesigned experience launched in 2018 and continued to evolve as the platform expanded. The work focused on making complex healthcare tasks easier to understand, helping patients find the right information faster, and creating a more consistent experience across connected workflows.
My contribution
Experience strategy
Clarified patient needs, product priorities, and the role of the mobile experience within the broader platform.
Journeys and architecture
Mapped patient journeys, information architecture, navigation, and cross-feature user flows.
Wireframes and prototypes
Turned complex workflows into testable concepts for product, engineering, and stakeholder alignment.
Design system
Helped establish reusable UI controls, iconography, color, typography, and interaction patterns.
Cross-functional delivery
Worked directly with engineering and business partners to navigate APIs, vendor constraints, and release decisions.
Experience ownership
Maintained continuity across features while the platform, team, and healthcare services continued to evolve.
The challenge
Problem to solve
The MyBSWHealth 3.0 app relied heavily on third-party technology, inconsistent interface patterns, and an experience that no longer aligned with Baylor Scott & White Health’s vision for connected, consumer-centered care.
Goals
Create a consistent experience for both iOS and Android, introduce more personalized and relevant content, simplify navigation across complex healthcare workflows, and move toward one patient portal where people could manage more of their care in one place.
Design system and visual foundation
A shared visual and interaction foundation helped the team create greater consistency across workflows, reduce one-off design decisions, and support the app as new capabilities were added.
Selected screens from the redesigned MyBSWHealth experience
01
Dashboard
- Goal
- Create a home experience where patients could quickly understand what required attention and reach high-value tasks such as appointments, finding a doctor, and prescription management.
- Challenges
- The team worked with limited or unavailable APIs, varying levels of control over third-party interfaces, and the need to introduce a significantly different navigation model without disorienting existing users.
- Solution
- I partnered closely with engineering to understand available data and identify where new API support was needed. Analytics and user-flow data helped prioritize commonly used features near the top of the dashboard, creating a clearer starting point for managing healthcare needs.
Appointment states
The appointment card adapted as the visit approached. Information hierarchy and available actions changed over time so the most relevant details became increasingly prominent.
02
Video visits
- Goal
- Create an experience that allowed patients to find, schedule, launch, and complete a virtual visit with their doctor, a new provider, or an on-call provider.
- Challenges
- The organization did not yet own a complete internal streaming solution. The experience also had to explain eligibility, supported conditions, insurance and self-pay costs, provider availability, and potential conflicts with in-person appointments.
- Solution
- The appointment experience was expanded to support virtual visits and launch streaming through BSW Bridge. The flow clarified available visit types, next available times, supported treatments, pricing, scheduling, and what patients should expect before connecting with the care team.
Video-visit streaming
The streaming flow included a virtual waiting room for early arrivals or delays, essential in-call controls, clear transitions between staff and provider interactions, and a post-visit quality-feedback prompt.
Outcome
During my period of primary UX ownership, MyBSWHealth’s documented U.S. Apple App Store rating progressed from 3.0 in June 2017 to 4.8 by January 2019. Public reporting in 2018 also cited a 4.7 rating, more than 25,000 reviews, and approximately 500,000 users.
App-store outcomes reflect the combined work of product, design, engineering, operations, support, external partners, and broader organizational investment. The June 2017 archived rating was based on eight all-version ratings; the sample size is disclosed here for context.
Public evidence and attribution
To comply with confidentiality obligations, I have omitted proprietary information, unreleased work, and internal business data. This case study reflects my own perspective and uses publicly available product information; it does not necessarily represent the views of Baylor Scott & White Health.