Aria Health — making care coordination feel calm.

The challenge

Trust was leaking out of every screen.

Aria's original product had grown by accretion — five years of features bolted on without a system. Patients couldn't find their next appointment; care teams toggled between four tabs to read one chart. NPS had slipped to 14 and support volume was climbing every quarter.

The brief was deceptively simple: make the whole thing feel calm, fast and trustworthy — without a multi-year rebuild. I had fourteen weeks and one engineering squad.

The approach

Strip back, then systematise.

I started with two weeks of shadowing — sitting beside nurses and patients, mapping every tap. The pattern was obvious once seen: the interface was organised around the database, not the person. So I reorganised everything around a single question — what does this person need to do next?

"Aria finally feels like it's on my side." — Beta patient, week 3

From there I built a tokenised design system — type, spacing, colour, motion — and rebuilt the ten highest-traffic flows in production code alongside the team, so nothing got lost between Figma and ship.

The outcome

A product that earns its trust back.

We shipped the new core experience in twelve weeks and rolled it to 100% of users by week fourteen. Patients book in half the taps; care teams read a chart on one screen. The design system now powers every new feature the team builds.