Overview
Role
Principal UX & Product Design Lead
Scope
UI Design
UX Design
UX Research
Information Architecture
End-to-End Product Strategy
Cross-platform Systems
Hardware Logistics Flow
Platform
iOS, Android, and Web App (Care Team Portal)
Level2 is an enterprise digital health and specialty care platform by UnitedHealthcare that combines continuous glucose monitors (CGMs), wearable activity tracking, and virtual clinical care teams to help members achieve Type 2 diabetes remission.
Type 2 diabetes has traditionally been managed as a chronic, progressive disease requiring ever-increasing medication. Level2 disrupted this model by deploying continuous glucose monitors (CGMs) and wearable tech to give members real-time visibility into their blood sugar, paired with a dedicated virtual care team (nurses, dietitians, endocrinologists, and lifestyle coaches) working to guide members into remission. As Design Lead, I led the complete product redesign across three core channels: the consumer mobile app, the member enrollment and device shipping journey, and the internal Care Team Coaching Portal.
The Opportunity
The Problem: Fragmented Tools & Clinical Data Fatigue
When Level2 launched, the early pilot tools were rudimentary, disconnected, and difficult to scale. The experience suffered from three major friction points:
Low Member Engagement & Blind Data
Members received continuous glucose monitors but had to leave the Level2 app to view their glucose curves, breaking the habit loop between food choices, activity, and real-time blood sugar spikes.
Clinical Data Fatigue & "Excel Workarounds"
Care coaches and nurses struggled with a rigid web portal. Lacking search, custom filters, and schedule views, coaches resorted to manually maintaining external Excel spreadsheets and Outlook calendars to manage daily patient calls.
High Onboarding Drop-Off
The journey from employer enrollment to receiving a prescribed CGM and Fitbit involved a disjointed multi-step web flow that created confusion before coaching even began.
The Strategic Goal
Unify member health behaviours, hardware telemetry, and clinical care workflows into a seamless, data-driven ecosystem that empowers members to achieve diabetes remission while enabling care teams to manage expanding patient caseloads efficiently.
Designing the Experience
To solve these challenges, I led design across the entire user lifecycle—ensuring that every data point captured on a member’s wrist seamlessly translated into an actionable insight for their clinical coach.
Member Mobile Experience
I led the ground-up redesign of the native iOS and Android apps, focusing on daily engagement, habit formation, and actionable biofeedback:
Native CGM Integration
Brought continuous glucose monitor data directly into the Level2 mobile home screen, allowing members to see how specific meals (e.g., oatmeal vs. eggs) impact their blood sugar.
Daily Actions & Micro-Interventions
Replaced generic medical advice with personalized "micro-interventions" pushed directly from the care team (e.g., "Walk for 20 minutes after dinner").
Fasting Tracker & Motion Rewards
Integrated a dedicated intermittent fasting tool alongside a habit-incentive engine that rewarded members for meeting daily step frequency, intensity, and tenacity goals on their Fitbit.
Clinical Care Team Portal (Web App)
To support nurses, dietitians, and coaches, our team conducted extensive observational shadowing sessions during live patient calls to overhaul the Coaching Portal:
Eliminating Spreadsheet Workarounds
Account owners select a playbook (e.g., Ransomware Response), choose a workstream, and extract required platform actions (e.g., completing incident facts, re-assigning tasks, cycling credentials).
Non-Blocking UI Architecture
Replaced screen-blocking modals with slide-out side drawers, allowing coaches to view a patient’s historical glucose trends and active medications while simultaneously logging call notes.
Standardized Clinical Notes & Goal Tracking
Created structured, searchable note templates and dedicated tracking areas for long-term goals and medication de-escalation, enabling seamless handoffs when patients interacted with different clinical specialists.
Streamlined Enrollment & Hardware Logistics Flow
I redesigned the end-to-end member onboarding journey to eliminate friction between initial interest and program activation
Seamless Eligibility Verification
Simplified the multi-step insurance qualification web flow for employer-sponsored health plans.
Automated Device Dispatch
Connected the digital onboarding flow to medical prescription clearinghouses, automatically triggering the shipment of no-cost Dexcom CGMs and Fitbit wearables upon qualification.
Frictionless First Touchpoint
Guided members from device unboxing through mobile app provisioning and their first welcome call with a dedicated health coach
Outcome & Business Impact
"Thanks everyone for your hard work to get this designed, built, tested and released. This is a monumental improvement and lays the groundwork for much more."
Joshua Marquart, Senior Director, UHG Ventures
$1B+ Value
Risk-Bearing Scale
Scaled the platform to manage risk on over 70,000 member lives across 23 states, representing more than $1 Billion in healthcare value.
100% Value-Based
Reconciled Clinical Claims
Enabled UnitedHealthcare's Assured Value program, where 100% of program fees are reconciled directly against clinical outcomes, A1C reductions, and pharmacy cost savings.
Market-Leading UX
App Store Excellence
Transformed a rudimentary pilot app into a top-rated digital health application across the Apple App Store and Google Play Store.