Selected Work
Symptom Checker
The Problem
Design practices weren’t scaled or consistent across WebMD/Medscape’s flagship products, limiting retention, engagement, and conversion. Accuracy was also a perception problem — WebMD had become a punchline on late-night TV and comedy shows (“it’s always cancer”), and that reputation wasn’t something a visual redesign alone was going to fix.
My Role & Impact
Led the redesign of the Symptom Checker while building the process and team practice around it, including a “design buddy” mentorship structure. To address the trust problem directly, the team developed an accuracy meter and made it easier to add new symptoms — more data in, more accurate results out.
Metrics & Outcomes
The accuracy meter and expanded symptom-input tooling became the direct answer to the trust problem, and the underlying design system was later adopted across WebMD’s other properties.
Navigating Roadblocks
Leading the team felt like whack-a-mole — there was always something new to deal with. Getting comfortable being uncomfortable, and helping the team understand the business value of design, was the ongoing work.
Other Selected Work
