Case study · Virtual care
TELUS Health MyCare
One booking flow and one health assessment for a whole virtual clinic
All three flows launched; two new memberships went live on them in May 2026
The short version
Working with the MyCare team, I designed patient booking, the health assessment and an AI assistant as one system, built to scale across every service in the app. All three launched, and two new memberships went live on them.
I joined the team six months into the work. They had been moving fast and designing AI-first, and each service had grown its own way to book and assess patients. My job was to build one shared system with the team, earn their trust and keep their designs moving.
The problem
TELUS Health MyCare is a virtual clinic in an app. Canadians use it to see doctors, nurse practitioners, mental health counsellors, psychologists and dietitians, and it carries 67,000 App Store ratings averaging 4.5 stars. In late 2025 TELUS Health was launching two memberships, weight management and menopause care, and each needed its own intake and an ongoing chat with a nurse practitioner.
How do you give one clinic one way to book and one way to assess, when five kinds of care and two brand-new memberships each arrive with their own?
Each service had grown its own intake. A patient who saw a counsellor and then a dietitian answered different questions, in a different order, on different screens, and the developers rebuilt the same steps each time. The two memberships were about to add two more.
The flows had to be ready for the memberships’ launch, I was new to the team, and there was no documentation yet to build from.
What the business needed
- One booking flow for primary care, mental health, nutrition and the two new memberships.
- One assessment flow that each service fills with its own questions.
- An AI assistant that serves every service from the day it launches.
- Patterns the existing team adopts, on a schedule that does not slip.
How I worked
We designed booking and assessment once, as one booking flow and one assessment flow on shared components and tokens. A new service plugs in its own providers and its own questions without needing a new design, so a patient booking a dietitian and a patient starting menopause care move through the same steps.
I prototyped the flows in Figma Make, so product and engineering could react to working flows from the start. Ideas were testable within days.
Led
- Design principles, pattern specs and annotated flows
- Pairing, working sessions and critiques
Hands-on
- Booking flow, across every service
- Health assessment flow and its question patterns
- AI assistant
- Shared components and tokens
- Working prototypes in Figma Make
Key design decisions
One booking flow for every service
The booking flow asks what the patient needs, then offers that service’s providers and times. Primary care, mental health, diet and nutrition and the two memberships sit in the same list and move through the same steps.
One health assessment for every service
The health assessment is one flow with a small set of question patterns. Each service supplies its own questions; the patterns, the progress and the way answers are reviewed stay the same.
An assistant built on the same patterns
The AI assistant covers the time between visits: support between appointments, and a provider to message for $15 a month. Because it used the same patterns as booking and assessment, it could serve every service in the app from day one.
Every design decision written down
I set design principles, specced every pattern and annotated the flows with the reasoning behind each call, for the next designer to build on.
Built with the team
I paired with designers on their own flows and ran working sessions and critiques, and together we shipped quick wins first. The team took up the shared patterns once they made their screens faster to build.
Results
The booking flow, the assessment flow and the AI assistant all launched, and the weight management and menopause memberships went live on them in May 2026. Post-launch results came in after I rolled off, so I don’t have usage figures to share.
Reflection
On a fast-moving team, I would put shared patterns in place in the first weeks. By the time I joined, each service had its own way of doing things, and patients and developers were both feeling the differences.
I would prototype in working flows again from the first day. Product and engineering reacted to something real in Figma Make, and decisions came faster for everyone.