Design
Connected product and service experiences give operations shared standards to repeat.
Yosi Health · 2025 to Present
Building a Connected Experience at Yosi Health
Experience Leadership | Product Design | Strategy | Organizational Transformation
At Yosi Health, I lead product vision, design, and research for a healthcare platform serving 1,300+ customers and 30M+ patients. My work connects product, operations, and strategy: building the systems, standards, and customer intelligence that help an organization create and improve experiences across 18 live modules.
18Live modules
1,300+Customers
30M+Patients
CEODirect reporting line
Head of Experience and Design · 2 Senior Product Designers + 1 Product Designer · 3 Product Managers as dotted line reports · Team budget responsibility
The bottleneck / Fragmented customer truth
Teams heard different pieces.
Decisions needed the whole story.
Sales, support, and product each held part of the customer experience. Feedback was scattered. Roadmap debates leaned on anecdotes. The opportunity was to make customer understanding a shared organizational capability.
Scattered signalsSales conversationsSupport feedbackCustomer research
Decisions to informRoadmap prioritiesOnboarding improvementsValue communication
Illustrated framework. This shows the intent of the capability, not a product screenshot or a measured result.
The loop / Listen, understand, decide, deliver, learn
What is the Insights Engine?
The Insights Engine is the internal capability I initiated, designed, and built to turn customer and patient feedback into roadmap and growth decisions. The growth flywheel connects listening to action, then brings what we learn into the next decision.
Experience asa growth
flywheel.Listen. Act. Learn. Repeat.
flywheel.Listen. Act. Learn. Repeat.
Gather customer and patient signals from conversations, support, surveys, feedback, and product usage.
Synthesize signals into themes, needs, and opportunities that individual conversations cannot reveal.
Use customer evidence for roadmap priorities, investment choices, and what not to build.
Act on the friction customers encounter through clearer journeys and onboarding improvements.
Feed outcomes back into listening. What changed and what still hurts guide the next loop.
↳ Outcomes feed back into listening. Each loop sharpens the next.
My contribution
I identified the gap, designed the system, and built customer evidence into prioritization, planning, and reporting. Teams across the company contribute signals and use the resulting evidence.
Delivery boundary
AI-supported analysis is part of internal workflows. AI in Yosi product features remains in R&D. The Engine is an internal decision capability.
What it enables / Experience leadership beyond interfaces
Connect the product.
Build the organization behind it.
The loop is part of a broader experience function. Research informs direction. Design systems make quality repeatable. Shared operating practices connect the teams delivering it.
- 01Building the Experience Function
- 02Transforming the Product Experience
- 03Bringing the Customer Into the Room
- 04Connecting Experience to Business
- 05Building for What Comes Next
How design, operations, and strategy connect
01Design
02Operations
03Strategy
Built aroundPeople.Customer & patient needs
Operations
Research, governance, and team capabilities make customer evidence available to strategy.
Strategy
Experience vision, positioning, and business priorities guide what we design next.
Great experiences are not created through interfaces alone. They are the result of aligning product, people, processes, and strategy around the needs of those we serve.
01 / Experience leadership
Building the Experience Function
From delivery discipline to organizational capability.
At Yosi Health, my role extends beyond product design to how the organization understands, creates, delivers, and improves experiences. Working with product, operations, customer success, sales, and executive leadership, I connect fragmented efforts into a shared approach. Design operations, experience governance, team development, and hiring connect experience initiatives to company priorities. I established design standards and built a customer lifecycle and 30-60-90-day adoption framework with experience KPIs and health scoring.
Leadership demonstrated
Organizational leadership, team development, and alignment around company priorities.
Scope of the work
- Experience principles and shared standards
- Research and customer feedback programs
- Cross-functional alignment and experience governance
- Design team development, hiring, and operating rhythms
- Experience KPIs, health scoring, and a 30-60-90-day adoption framework
Evidence to add
[NEED FROM LOGAN: experience principles, governance artifacts, team operating rhythms, and one example of a decision changed]
02 / Experience leadership
Transforming the Product Experience
A connected, next-generation healthcare platform.
The platform work connects Workspace, Admin Center, configurable workflow builders, and patient journeys through a unified information architecture. I established the design system, interaction standards, and governance that support consistency across 18 modules and strengthen design-to-engineering handoff. The next-generation platform remains in development. Accessibility, usability, and connected patient and practice experiences guide the direction.
Leadership demonstrated
Platform direction, systems thinking, and design leadership across complex workflows.
Scope of the work
- Workspace and Admin Center evolution
- Unified information architecture and configurable builders
- Design systems, interaction standards, and accessibility
- Scheduling, intake, check-in, and patient communications
Evidence to add
[NEED FROM LOGAN: approved product screens, design system examples, before and after flows, and implementation status for each initiative]
WorkspaceAdmin Center
Shared standards + configurable workflows
SchedulingIntakeCheck-inCommunications
A conceptual grouping of the supplied platform scope. Specific architecture and implementation status need confirmation.
03 / Experience leadership
Bringing the Customer Into the Room
Customer understanding as a standing input into decisions.
I initiated, designed, and built the Insights Engine to connect customer and patient signals to roadmap and growth decisions. The broader research program brings together one-on-one customer and prospect research, Voice of Customer initiatives, surveys, synthesis, and the evolution of the Customer Health Snapshot. The Client Design Council is a concept for deeper customer participation.
Leadership demonstrated
Capability building, evidence-led prioritization, and cross-functional influence.
Scope of the work
- Experience research and Voice of Customer
- Customer and prospect interviews, surveys, and synthesis
- Customer Health Snapshot evolution
- Client Design Council concept
Evidence to add
[NEED FROM LOGAN: an anonymized theme and the decision it changed, a before and after decision, a public-safe Engine artifact, and an approved teammate quote]
Research becomes a standing input into decisions.Return to the Insights Engine loop
04 / Experience leadership
Connecting Experience to Business
Experience leadership beyond the product roadmap.
My work extends into product positioning and naming, branding, website experience, and go-to-market enablement. I connect customer and market intelligence to enterprise needs, competitive differentiation, and product consolidation opportunities. Sales discovery and ROI diagnostic concepts, product demonstration strategy, onboarding, and value communication bring the customer lifecycle into business decisions.
Leadership demonstrated
Commercial judgment, strategic influence, and connection between customer value and business direction.
Scope of the work
- Marketing, branding, positioning, and product naming
- Website and go-to-market experience
- Enterprise readiness and product demonstration strategy
- Sales discovery and ROI diagnostic concepts
- Customer lifecycle, onboarding, reporting, and value communication
Evidence to add
[NEED FROM LOGAN: approved positioning or brand work, website comparisons, go-to-market artifacts, and verified business outcomes]
Proof / Separate the capability from its outcomes
The work needs evidence.
The claims need boundaries.
Established capability
The Insights Engine
Initiated, designed, and built. It gives customer evidence a standing role in decisions.
Explore the capability ↗Internal production practice
AI from design to QA
AI is used in internal production workflows. This does not establish a shipped customer-facing AI feature.
See practice and R&D boundaries ↗Before / Supplied context
Feedback was scattered.
Different teams held different signals. Priorities leaned on anecdotes, and customer value was difficult to communicate consistently.
After / Established capability
A shared input into decisions.
Customer evidence informs prioritization, planning, and reporting. Specific business outcomes still need approved examples.
What evidence is still needed?
[NEED FROM LOGAN: an anonymized theme and the decision it changed; one before and after decision; a public-safe Engine artifact; an approved executive or teammate quote]
[NEED FROM LOGAN: one concrete example each for churn or expansion signals, onboarding or support improvements, and competitive or pricing insight]
How is the work attributed?
- Initiated
- Opportunities I identified and brought forward.
- Led
- Workstreams, decisions, or programs I directed.
- Influenced
- Cross-functional initiatives where I shaped direction.
- Delivered
- Work I directly produced or helped bring to completion.
Other initiatives need project-specific delivery confirmation. Established capabilities, work in progress, and future concepts are identified separately.
05 / Experience leadership
Building for What Comes Next
Scalable, intelligent, connected healthcare experiences.
I use AI from design through QA in production workflows. AI in customer-facing product features is in R&D. The longer-term platform direction brings together Yosi Experience Principles, AI-ready architecture, experience telemetry, progressive disclosure, adaptive workflows, and persistent patient identity. These are foundations and future directions; individual implementation status still needs confirmation.
Leadership demonstrated
Future-oriented strategy, responsible application of AI, and clear boundaries between delivery and R&D.
Scope of the work
- AI-enabled internal design-to-QA workflows
- Unified patient and practice experience philosophy
- Standardized foundations with configurable workflows
- Telemetry, patient continuity, and long-term platform vision
Evidence to add
[NEED FROM LOGAN: an approved internal workflow example, architecture artifacts, and shipped versus R&D status for each foundation]
Internal production workflows
AI from design to QA.
I use AI in internal production workflows, including design and quality assurance.
R&D and future direction
AI-ready product foundations.
AI product features remain in R&D. Adaptive workflows, persistent identity, and telemetry need individual status confirmation.
Explore the chapter
Five deeper stories.
One connected system.
Story outlines are ready for actual project artifacts, decisions, and verified outcomes.
Direct answers
Leadership questions, answered.
What does a Head of Experience do?
A Head of Experience connects product, people, processes, and strategy around customer needs. At Yosi Health, Logan leads product vision, design, and research, reports to the CEO, develops the design team, and connects customer evidence to cross-functional decisions.
What is the Insights Engine at Yosi Health?
The Insights Engine is an internal capability Logan initiated, designed, and built to turn customer and patient feedback into roadmap and growth decisions. Its growth flywheel connects listening, understanding, deciding, delivering, and learning. It uses AI-supported analysis in internal workflows; AI product features remain in R&D.
What is Logan’s experience in enterprise SaaS and platform design?
Logan leads product vision, design, and research for Yosi Health’s healthcare SaaS platform across 18 live modules. His work includes platform strategy, multi-product unification, information architecture, design systems, and experience governance. A next-generation platform is in development.
How does Logan use AI in design and research?
Logan uses AI in internal production workflows from research synthesis and design through prototyping and QA. He leads AI workflow adoption and explores human-AI collaboration in product R&D, including where people stay in the loop. AI in Yosi product features remains in R&D.
Let’s talk / What comes next
Open to leadership
conversations.
I welcome VP and Head level opportunities, especially with mission-driven organizations, nonprofits, and companies that support nonprofits. Corporate experience leadership conversations are welcome too.