Designing AI-powered symptom monitoring and care during the global pandemic
Summary
At the start of the COVID-19 pandemic, Babylon Health needed to scale remote care rapidly as physical health systems locked down. I led experience design across a global AI platform, establishing design system standards and launching AI-assisted care tools for millions of users. This work drove the global mobile platform update across more than 10 countries, expanding access to vital medical support during a global crisis.
Date: Mar 2020—Nov 2020
Role: Global Creative Director, Experience Design
1→10
Outcomes & Key Results
Expanded AI-assisted symptom monitoring and remote care during the global pandemic.
Led product design linked to a $4.2B initial public offering (IPO).
Supported $400M in strategic business deals.
Unified product foundations across iOS and Android by replatforming to React Native.
Led a global department of approximately 90 staff across design, research, and localization teams.
The main CTAs on the Babylon home screen were routes into the symptom checker and book an appointment.
Whenever an event in the symptom checker was a possible match for Covid-19 we would divert patients to the dedicated Covid-19 assistant with its bespoke AI and pathways.
Patients could use our chat feature to ask questions and receive answers from a member of the Babylon team or the dedicated Covid Care Assistant AI.
Patients also received information for isolation and other helpful tips for physical and mental well being.
Patients got daily notifications to input and track their symptoms. Including their temperature, to understand if they were getting better or worse.
Patients could book a video consultation with a clinician, via the app or web.
What I did
Designed AI-assisted care products: Created experiences that helped users monitor symptoms, evaluate health status, and access remote care during the pandemic.
Built products for global scale: Established design system standards and led the React Native platform update, which created a consistent product foundation across iOS, Android, and web applications in 10 countries.
Led critical projects under pressure: Directed a global team across design, research, and localization while prototyping new care services during a rapidly changing public health crisis.
What I learned
The pandemic showed the importance of digital healthcare services. When users cannot access a clinician easily, a clear digital service provides accurate guidance and access to medical care. The project proved that AI in healthcare must expand human capability, maintain clinical responsibility, and preserve human judgment.