Case studies

Healthcare products and the constraints that decided them

What decided each one was approval, workflow, ownership, or who would end up paying — not whether the technology worked.

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Case studies

2013–2017

The patient sees the office, not the cell phone

Outcome 9 years after I left, still carrying the call shielding the identity layer was built for.

Physicians need to reach patients but face a structural bind: call from the hospital desk phone, which means being at the hospital, or from a personal cell, which gives the number away for good — no boundary, no audit trail, and a safety risk. Most choose neither, and the call doesn't happen. When they do call from a cell phone, patients see 'Unknown Caller' and don't answer.

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6 independent sources — Doximity / PR Newswire, Doximity Blog, “Goodbye *67, Hello Doximity Dialer” (Internet Archive) +4

Doximity Dialer 'Call from' selector set to OFFICE, with a tooltip explaining the recipient sees this number as caller ID — The identity decision in the product's own words — the clinician picks which number the patient sees, with the office line preselected.

2021–2022

Four specialty programs on one routing architecture

Outcome Four specialty-care programs launched on one shared architecture.

High-acuity specialty cases (Surgery, Oncology, Behavioral Health) were stalling in exception queues, limiting how fast programs could deploy across employer partners. The challenge was scaling four clinical domains at once — each with different protocols, benefit structures, and partner integrations — without building four separate products.

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1 independent source — BusinessWire

Transcarent care navigation app — public app store visual — Transcarent public app visual for care-navigation context.

2012–2013

After the software is installed

Outcome A cancellation risk turned into a reference account, a 134-year-old health system taken online, and millions in federal incentives protected.

Installation is where most vendors declare victory. It is where the actual problems start: workflows that don't match how the department works, quality measures that won't report, and federal incentive money riding on both.

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2 independent sources — Epic Systems, CMS, “Physician Quality Reporting System (PQRS) Overview” (Aug 2013)

Public MyChart app screenshot — MyChart — Epic's patient portal, and one of the two products I deployed for the 514-bed research hospital. EpicCare Link, its portal for referring providers, was the other.

2019–2021

Scaling oncology navigation for 30MM annual visitors

Outcome Chat conversions up 267%, from the interface and analytics updates.

The platform was overwhelming users with dense clinical prose. When a family navigates a new cancer diagnosis, they do not need exhaustive encyclopedia entries — they need clear, actionable guidance on what steps to take next and who to call.

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2 independent sources — USPTO TSDR — serial 90330500, Axios

CancerCompass archival homepage screenshot — The archived homepage, captured before the platform wound down pre-acquisition.

2022–2024

Reading the contract before the physician signed it

Outcome 1,200+ physician users, then a deliberate wind-down when the fundable paths changed who the product would serve.

Early-career physicians faced high-stakes financial decisions — debt, contracts, home buying — with no unbiased guidance.

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2 independent sources — Andwise About, Andwise Medical Advisory Board

Andwise Contract Analyzer design — a detected contract clause with a confidence label, physician- and employer-friendly framing side by side, and a handling decision — The Contract Analyzer as specified in January 2023. This is the design artifact, not a screenshot of a live analysis — the document body is placeholder text.