Screenshot of a healthcare coaching platform webpage showing active playbooks for medication change, lab work, and onboarding, with tasks, documentation, and progress details.

COACHING PLAYBOOKS

Designing for Greater Trust and Control Through Visibility into Automated Flows

Story Health’s platform uses automated workflows to send patients text messages based on their care plan. However, health coaches had no visibility into upcoming automated messages or the logic behind them, so they struggled to coordinate their outreach. They were forced to rely on memory and guesswork. Over time, this lack of transparency caused coaches to lose trust in the system itself.

The goal of this project was to give coaches visibility and control over automation, reduce errors, and make workflows easier to manage.

Role
Lead Designer

Contributions
UX Strategy, UI Design, Interaction Design, Prototyping, UX Research

Company
Story Health

Year
2024 – 2025

THE CHALLENGE

Coaches had no visibility into scheduled messages, so they often duplicated automation without realizing it. In addition, because the system wasn’t aware of coach–patient conversations, it would still send reminders at the wrong time. This resulted in overlap, misaligned outreach, and patient confusion.

Text message conversation between multiple people discussing lab work and medication management, including profile pictures of a smiling woman with glasses, a logo with an open book, and an older man with glasses.
Appointment scheduling and task reminder interface showing a message sent on March 5, 2024, at 1:00 PM EST and scheduled for 7:00 PM EST, with tasks to assign to Jane Doe on March 6, 2024, for follow-up survey responses.

SOLUTION

The Playbooks Hub

Surfaces automation rules and customer-specific variations.

Screen showing a setting for auto-sending SMS with date, time, and AM/PM options.

Lets coaches cancel, reschedule, or preview automated messages.

A digital schedule with three appointments: a medication change for Entresto, lab work for Labcorp, and onboarding for Skittlefood Heart Failure Clinic, with relevant icons and dates.

Groups tasks by type for quick scanning and action.

STREAMLINED AND TRACKABLE WORKFLOWS

How playbooks keep both the automation and health coach in the loop.

When automation failed to engage a patient, coaches had to complete the workflow manually, with no way to return tasks to the system. Playbooks changes this by enabling collaboration between coaches and automation: if automation stalls, coaches can input the necessary data into the playbook, so the system can continue seamlessly.

Flowchart diagram showing health process: a health coach and automation feed into playbooks, which then lead to a patient.

CENTRALIZED HISTORY

Completed playbooks form a complete historical view of the patient’s journey in Story Health

  • 80% Reduction in duplicate messages

  • 46% Decrease in patient review time

  • Health coaches reported increased confidence

IMPACT AND RESULTS

“The playbooks Stephanie designed gave our coaching team clear visibility into the details behind the big picture. Playbooks have streamlined our follow-up with patients, and our workflows are now significantly more efficient thanks to this tool she created.”
— Anna Wilson, Lead RN Health Coach

Want to hear more?
Fill out this form to get in touch.

View Other Projects