An AI assistant where the stakes decide the design.
A supportive path to the right care.
Helping TELUS Health users find the services and resources they need through a warm, supportive conversation, with a clear path to human care when it matters.
Senior Product Designer
Mobile + Web
•
2025
OVERVIEW
TELUS Health AI Assistant
I owned the end-to-end product design, collaborating with the Product Owner, Engineers, Guide team, and UX Writer. I contributed to strategy alongside Lead Designer and later took over when they went on an extended leave.
THE PROBLEM
Help people reach the right care without making AI the destination.
The assistant needed to help members navigate TELUS Health’s services and resources. A supportive answer was only part of the task: When someone needed deeper or more immediate care, the experience had to guide them toward a person.
How can AI feel supportive while keeping human care within reach?
APPROACH
Design the guidance, the language, and the handoff together.
Understand what we wanted vs what our users need.
With the ongoing AI hype making every company racing each other to add the technology to their products, we wanted to take a step back and understand what our users required to reach the care their looking for.
Users wanted to navigate easier to the right care path
Research the market.
Not only just our competitors in the space but other AI product features to broaden our knowledge and fuel creative solutions.
Identifying common patterns + distinct features
Discuss what was possible in our given timeframe.
We had a deadline and a pretty tight one. So it was clear that the first iteration had to address our users' needs first, before we add in our creative ideas.
Phase 1: AI Assistant, Phase 2: AI Navigate, Phase 3: AI Coach
Shape a supportive voice and make room for human care.
With our UX writer and Guide team, we worked on the tone, language, and AI responses about the next step.
The assistant’s role was to guide people to support so we designed the transition to human care as part of the conversation, so getting help remained a clear next step.
Friendly, reassuring, and clear path for human intervention
Connect the full experience.
I worked with the product owner and engineers on the web and mobile experience, from entry points and chat controls to recommended resources and service states.
End to end designs with new components
THE SOLUTION
Useful answers, with a clear next step.
A conversation with a next step.
Thoughtful prompts, relevant resources, and useful content within the conversation.
HUMAN CARE
Knowing when to step aside.
The assistant is a guide to care. When someone needs deeper or more immediate support, the experience is designed to direct them to a human.
I worked with our UX writer and guide team to shape a tone that feels friendly, reassuring, and supportive, while keeping the next step clear.
OUTCOMES
An encouraging start.
Early results from the initial Canadian beta measurement window.
382
Canadian accounts enabled
Covering 385k+ members
34%
Activation rate
Against a 15% target
30×
Weekly active user growth
During the initial capped phase
44%
Total link-out rate
Across cards, links, and citations
Recommendation CTR reached 20.4%, peaking at 32.8%. The beta report recorded zero safety, quality, or crisis escalations across all delivered answers. These are early observations from a limited measurement window.
WHAT’S NEXT
Next: Making support easier to reach.
The next focus is streamlining onboarding and increasing adoption in early 2027. The rollout is also moving toward on-demand account enablement, so eligible accounts can be activated by Customer Success and Operations.