An AI health assistant that renews, books and routes, designed end to end for Maccabi.
Context
In Israel, renewing a prescription often meant waiting days until the doctor's next working day, then calls, messages and a search for which pharmacy had the medicine. Maccabi wanted one place to handle it.
I worked with nxty.ai, the studio building the product for Maccabi, and owned the UX end to end: research, user flows, page structure and then the visual design, in English and Hebrew.
Research and flows
I started from Maccabi's own notes and from what members go through today: the wait, the calls, not knowing where to collect the medicine. Each journey (renewals, tests and referrals, smart routing) was mapped as a decision flow with its triggers, edge cases and hand-offs to the doctor.
The three were joined into one path, from the first SMS to the pharmacy, and walked through with product and tech.
Decisions
Three decisions shaped the assistant. One chat for everything, so a member never has to choose a department first. Every request shows where it is, request, review, ready, so no one is left wondering.
And when the assistant should not decide, it hands off to the doctor clearly instead of guessing.
Design
A small system of colour, type and pieces, a calm voice, and the same experience on mobile and desktop.
Built for English and Hebrew, which meant designing for both reading directions from the start.
Takeaways
In health, an AI earns trust by being clear about what it does next and when a person steps in. Mapping the edge cases before drawing screens made the product calmer.
A bilingual, right-to-left layout is far easier to get right when it is planned from the first screen.
