Hi! I am Rui Song.
I’m a product designer with 8+ years of experience turning complex systems, services, and AI products into experiences that feel clear and intuitive. I’m especially drawn to problems where people, business needs, and multiple systems all have to work together.
AI Product Design
Led 0→1 design for an agentic AI concierge that helps people make sense of unclear care needs, find the right care option, and take the next step.
Scope
iOS & Web · Agentic AI · Interaction system · Human-in-the-loop workflows
What I designed
Designed the experience from initial conversation through care routing, provider matching, and scheduling, combining conversational AI with contextual UI and human support when judgment or safety mattered.
Impact
Reduced time to care by 12%, increased care navigation completion by 17%, and improved user satisfaction by 34%. Concierge Dot also became part of our enterprise AI strategy for clients including Google and Walmart.
Workflow & Service Design
Redesigned a fragmented claims service into a clearer, more connected, and scalable experience.
Scope
Member iOS app · Information architecture · Workflow optimization
What I did
Led the service design of an end-to-end claims support system spanning consumer-facing experiences and multiple operational team workflows, restructuring the information architecture and optimizing key workflows to improve operational efficiency by 31%.
Highlight
With no dedicated PM from early discovery through final design, I led both product and design direction, mapping the end-to-end service, aligning teams, and translating complex operational needs into a cohesive experience.
AI Experience Strategy
Evaluated AI experiences across the product and defined a shared framework for how Dot should behave from one interaction to the next.
Scope
AI experience framework · System-level product strategy
What I designed
Built a rubric to evaluate clarity, consistency, trust, and journey continuity across existing Dot experiences, then used the findings to identify gaps and define shared interaction patterns and product recommendations.
Impact
This work shifted how we evaluated AI from individual feature quality to the broader relationship members build with Dot across the product. This systems-level perspective helped shape future roadmap, AI strategy and downstream initiatives.
Cross-platform Product Design
Designed the foundation for a Dedicated Care Team experience across three connected platforms.
Scope
Member iOS app · Doctor web app · Care Team web app · Multi-team service model
What I designed
Translated an abstract executive vision into a connected multi-platform experience, defining how members, doctors, and care teams would work together to support a more longitudinal and personalized care model.
Impact
Used journey mapping, service design, and future-state concepts to bring clarity to a broad vision, align multiple subteams, and inform a 12-month roadmap.
Revenue Experience Design
Redesigned the billing experience to help members understand costs, resolve bills, and pay with more clarity and confidence.
Scope
Member payment journey · Cost estimates · Invoice redesign · Proactive refunds
What I designed
Mapped the end-to-end member payment journey and helped define the Revenue Connected vision - a more consumer-grade billing experience that brings cost transparency, payment actions, invoice details, and refund support into clearer, more connected member touchpoints.
Impact
Helped increase cost share accuracy by 10 points, improve invoice collection by over 30%, reduce cost to collect by 26%. Strengthen the vision for a more transparent and trustworthy payment experience.