All-in-one communication platform with the simplicity of a mobile app.
I joined Weave as the first UI/UX designer. I led the initiative to design a more cohesive platform for the product and worked on key products such as Payments, Team Chat, Digital Fax, and Analytics. My designs had a major impact on overall functionality, usability, and growth. I expanded the product design team, recruiting a total of 7 amazing designers/humans, and instituted a comprehensive design system utilized across the organization.
1.4 Billion
During my 3 years at Weave, valuation scaled from $30M to $1.5B.
7
Expanded the design team to include seven amazing designers.
12
Launched 12 major features and dozens of user-loved enhancements.
Billing and Payments
When Weave wanted to expand its products to include a payment solution, I knew we needed a new way to bring value to our customers if we wanted rapid adoption, not just a replacement for existing office setups. After talking with dozens of offices, it became clear that payment processing is just a small part of the billing headache. The real glaring issue is collecting payments after a patient has been seen and the insurance has been processed. This insight helped me design a simple tool that we called Text 2 Pay that would allow an office to automatically or manually text payment requests to patients that had outstanding balances. Text 2 Pay had a huge impact on the overall sales conversion of Weave and got our foot in the door to build out an entire payment system for dental offices.
Practice Analytics
Giving dental offices access to patient data was cool, but providing them with actionable insights to enhance their practice's efficiency and profitability was the real objective. A lot of the concepts for patient analytics were brought to Weave by an industry expert with years of experience. However, most of Weave's users had never seen their practice data, and they had definitely never tried to decipher them. What set Practice Analytics apart was the ability to drill down on patient lists and take action through Weave's various communication channels to reschedule patients, notify them of existing balances, and collect their payments.
Weave Onboarding Checklist
We had an amazing onboarding team at Weave, but despite their efforts, they were plagued with inefficient processes that caused major scaling issues for the company. One of the research studies I ran to understand the onboarding process involved going through it myself as an undercover dental office employee. Obviously, the onboarder figured out my trickery pretty quickly, but the insights I gained were awesome! I discovered one of the main problems during the onboarding was simply notifying the relevant party about the actions they needed to take to move forward.
Patient Messaging
When I started, Weave already had a texting feature, but it was extremely limited, and there was already a long list of customer-requested "improvements".
When redesigning messaging, I wanted to lean in to my belief that much of Weave's success came from the product's similarity to a smartphone. I referred to this as "perceived simplicity." so, when adding features like sending documents and images, I drew obvious inspiration from the iPhone. This resulted in one of the most well-received redesigns I've ever been a part of.
Weave Design System
Weave had a geat amount of success without a designer, but I knew I could have a huge impact on the overall consistency and speed in which the product team launched features. I like starting small with design systems. Creating a minimal amount of fonts, buttons, and interactions that a designer can use. If a designer needs to break a system and add an additional component there is an expectation for good reasoning
