LifeCo

One account. Global healthcare system.



Goal


Build a global healthcare system which costs $3 per person per day




My role


First hire. Lots of hats, but I primarily manage product development (engineering, design, and product). Engineering includes 10+ developers across 3 different continents. And we have 3 folks on our product team.




Learnings



Mission control

Early version of our EHR system "LifeOS"



Problem


Healthcare in most places is pretty fucked up, especially for those who need it most. The model in each country is designed to maximize GDP, not increase quality and length of life. Governments should solve the problem, but until they do private companies need to step in and innovate.

In the US, most “innovators” layer costs onto the existing model. Or tackle small therapeutic solutions. And overly digital attempts sacrifice quality of care for a leaner cost model. And new clinic systems (One Medical, Forward, etc.) can only be accessed by those willing to pay a fee on top of their existing insurance payment (i.e. wealthy folks).




Solution


We're building a vertically-integrated healthcare system which can be deployed worldwide.

Business: A health plan and direct primary care model bundled into one “account” (with a monthly payment). Account holders get LifeCo through employers, and it replaces their old health plan (Aetna, etc.). Account holders can then visit LifeCo clinics or chat with their doctors as often as they want, at no additional cost. And we built our own lab in NYC (seriously!), so patients get most primary care testing for free too.

Product: We started with an EHR built on open-source technology and FHIR specs. This ensured interoperability with other health records, guaranteeing a more comprehensive patient record so our doctors can provide better care.

After launching our EHR, we focused on a chat and scheduling system between the EHR and patient apps (iOS, Android), so patients could have easy digital and in-person access to their “Care Team”. And recently we launched a brand new way to display and interpret patient medical records.

I’m biased, but the tech is badass.


Carepoint min

One of our Carepoints

Home app

Home page for iOS app for patients



Process


Our number one priority’s to provide an incredible in-person patient experience. We started from scratch and did a sweep of rigorous user research, probing on how best to redefine care. We also used these learnings to define our values and brand.

Then we tested different concepts. Longer visits, no waiting room, customer service reps who schedule all specialist visits AND fill out intake forms for you, same-day appointments, doctors who chat with you immediately instead of crappy bots. Lots of ideas to tease out what customers find most valuable.

While the unit economics of the business will always be a priority, we’ve been fortunate to have a team committed to first defining the optimal patient experience before iterating on the economic model. Every step we’ve taken has prioritized a better experience so that we can have engaged and satisfied patients.

And it’s all to prove out our larger hypothesis that we can keep patients healthier (and bend the cost curve) if they enjoy their healthcare experience.


Design system

Clinic design system

Clinic

Early architectural rendering

Service design

Service design for patients

Service blueprint min

Service blueprint session before we had an office :)