Hi! I am Rui Song.
I’m a product designer with 10+ years of experience designing thoughtful experiences for complex systems. I specialize in turning ambiguity into structure — connecting user needs, business goals, and product strategy into experiences that are clear, scalable, and human.
AI Product Design
Led the design of Concierge Dot, an agentic AI care assistant that helps members move from unclear health needs to the right care pathway.
Scope
Web App / iOS App / System Design/ Strategic Thinking
Outcome
Designed a continuous AI-powered journey across care routing, provider matching, and virtual visit scheduling, with human-in-the-loop support for moments requiring judgment, safety, or nuance.
Highlight
Reduced Urgent Care task completion time by 12% and increased MSAT by 25%. Concierge Dot also became part of our enterprise AI strategy for clients including Google and Walmart.
AI Experience Strategy
Reframed Dot, an AI assistant, from scattered AI touchpoints into one connected member experience.
Scope
AI experience framework · System-level product strategy
Outcome
Audited Dot across product areas to evaluate AI quality, pattern consistency, and journey continuity, then translated the findings into system-level design recommendations and a strategic roadmap for a more connected Dot experience.
Highlight
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
Outcome
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.
Highlight
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.
Service design
Modernized a fragmented claims service into a clearer, more connected, and scalable experience.
Scope
Member iOS app · Care Team web platform · Workflow optimization
Outcome
Modernized both the member and Care Team experiences while migrating claims operations into a new platform. Introduced clearer IA, contextual workspaces, and automated workflows to reduce friction and improve case resolution.
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.
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
Outcome
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.
Highlight
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.