Redefining Healthcare Support with AI

Nemy set out to make healthcare more human through intelligent, empathetic conversations. Built for NEM Health, Nemy is an AI-powered healthcare assistant that helps users get instant answers, book appointments, upload files, and continue past chats, all in one seamless, caring experience.
 But this wasn’t just about automating support.
For Nemy to succeed, it had to go beyond being a chatbot; it had to earn users' trust, speak with empathy, and truly understand context in a space where every word matters.

Understand complex health-related questions with AI intent detection.

Respond instantly, yet feel human and trustworthy.

Support uploads, transcripts, and escalation to real doctors.

Integrate seamlessly within NEM Health’s telemedicine experience.

This wasn’t about automation for efficiency; it was about designing for care and trust.

Most users struggled with service navigation.

Many asked repetitive, easily automatable questions.

Trust was lost when bots sounded robotic or unhelpful.

These insights guided Nemy’s design principles:

Be human. Every word should sound like it came from a caring professional.

Be clear. No jargon, just guidance.

Be helpful. Always lead users to the next meaningful action.

Floating chat bubble CTA to ensure visibility on all pages.

Clear icons for file upload, transcript email, and session end.

Responsive design optimised for both desktop and mobile.

Natural language understanding (NLU) for varied user inputs.

Session context retention for multi-turn conversations.

Smart fallback routing to human agents when needed.

I collaborated with developers to define prompts, handle data flows, and maintain compliance with health privacy standards.

⚡ Response times dropped by 60%.

💬 More than 70% of inquiries were handled without escalation.

👩🏽‍⚕️ Support staff could focus on complex cases instead of repetitive chats.

❤️ Patients praised its “human feel” and clarity.

“It felt like chatting with a real assistant who cared about my issue.” Nemy didn’t just reduce load it redefined the patient experience on NEM Health’s platform.

Learnings Designing for healthcare AI reminded me that technology doesn’t need to sound technical. People come to digital health spaces when they’re anxious or uncertain.
 So every design choice, tone, delay, microcopy, and even emoji had to feel reassuring and empathetic.

As an AI Product Designer, this project deepened my understanding of conversation design ethics, trust building, and AI usability in sensitive domains.