Orbita AI Voice and Chatbot
Reimagined patient engagement using conversational AI technology
CONVERSATIONAL AI (UX/UI DESIGN)
TL;DR
Role & Scope: Led end-to-end design for Orbita's AI-powered chatbot platform, including UX strategy, interaction design, and direct authorship of the conversational prompt logic that governed how the AI guided patients through triage, scheduling, and health inquiries.
Strategic Influence: Translated user research and clinical requirements into intuitive, flexible workflows, guiding roadmap alignment and ensuring HIPAA-compliant, accessible experiences.
Business Impact: Accelerated client adoption and expanded market reach by simplifying chatbot creation for healthcare organizations, reinforcing Orbita’s position as a leader in conversational AI health solutions.
Project information is limited due to confidentiality—reach out if you’d like to learn more about my design process or see additional examples.
Overview
At Orbita, a leader in conversational AI solutions for healthcare, I led the end-to-end design of a conversational AI platform that automated patient outreach, streamlined access to care, and reduced call center strain. My role extended beyond interface design into the conversational logic layer, I authored the prompt structures and decision flows that determined how the AI responded to patients across clinical scenarios. By designing scalable, multi-channel experiences, I helped deliver personalized, HIPAA-compliant solutions that improved workflows for healthcare providers and enhanced the patient journey.
ROLE & DURATION
Senior Product Designer | Orbita
UX/UI Design, Prototyping, Product Strategy and UX Writing
Collaborators
Project Manager, Marketing, Software Engineers and Customer Success Team
2020
CHALLENGE
Healthcare systems lacked efficient channels for patient triage and scheduling
Healthcare providers were overwhelmed by high call volumes and limited staff capacity, leaving patients without timely access to information or care. Providers needed a scalable, HIPAA-compliant solution to automate routine tasks like appointment scheduling, symptom checking, and patient education—without compromising the human experience.
SOLUTION
Designed a conversational AI to streamline healthcare access
To address the lack of scalable communication and scheduling tools, I redesigned and elevated the existing chatbot experience into a more accessible, intuitive, and patient-centered platform. I introduced clearer conversation flows, guided prompts, and inclusive UI patterns to reduce friction for users. The result: a HIPAA-compliant solution that automated symptom checking, appointment scheduling, and routine inquiries—helping healthcare providers manage high call volumes while improving access and reducing delays in care.
CHALLENGES & CONTRIBUTIONS
Streamlined patient interactions through a smarter, more accessible chatbot
As the sole designer, I led the redesign of a conversational AI experience to streamline healthcare access—balancing regulatory constraints, content complexity, and user trust. My work focused on elevating usability, improving accessibility, and guiding patients through meaningful health interactions.
Lack of Clear Triage and Scheduling Pathways
Patients struggled to book appointments or get support due to fragmented call centers and inconsistent digital experiences. I designed an intuitive, guided chatbot flow with contextual prompts and fallback options to reduce dead ends and enhance discoverability.
Key Contribution: Reimagined conversation flows and interface patterns to simplify navigation and help patients complete key actions independently.
The existing chatbot lacked structure, accessibility features, and cohesive design—making it harder for users to engage confidently. I applied WCAG-compliant design standards and crafted a clean, branded UI that worked across channels (web, voice, SMS).
Key Contribution: Elevated the visual and interaction design, improving clarity, readability, and trust in the virtual assistant
Limited Patient Insights and AI Constraints
The chatbot’s knowledge base was limited by preloaded data and privacy restrictions, creating gaps in response quality. I introduced guided prompts and fallback mechanisms to keep users within supported topics while ensuring a smooth experience.
Key Contribution: Authored prompt logic and fallback decision flows in collaboration with product and clinical experts, defining how the AI handled ambiguous or out-of-scope patient inputs while maintaining safety and clinical accuracy.
SUMMARY
Improved access and efficiency by overhauling a healthcare AI assistant
I led the end-to-end redesign of a conversational AI platform used by healthcare systems to triage patients, schedule appointments, and automate routine tasks. The existing experience lacked structure, accessibility, and adaptability across channels. I reimagined the interface, interaction flow, and visual design to create a more intuitive, scalable solution that improved both patient experience and staff efficiency.
OUTCOME & IMPACT
- Enhanced patient engagement by designing an intuitive, accessible chatbot experience that handled routine inquiries and scheduling—helping reduce call volumes and ease the burden on busy call center teams.
- Accelerated onboarding and customization by establishing a scalable design system, enabling rapid client deployments and tailored experiences for healthcare providers.
- Collaborated with clinical experts to translate complex healthcare workflows into conversational interactions, aligning content with HIPAA standards and patient safety best practices.
This project showcased my ability to design empathetic, end-to-end conversational experiences that improved patient access, reduced strain on healthcare teams, and delivered scalable, branded solutions tailored to the complex needs of modern healthcare.
Let's talk about your next project!
Share details about the project or opportunity you need help with, and I'll follow up with how my experience lines up and what working together could look like. I'm open to both contract and direct-hire roles.
Email me
hello@jlpstewart.com
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