Flexible Patient Pricing
Client
Clinical Care Path
Role
UX Designer / Product Strategy
Duration
6 weeks
Teams
Engineering, IT, Marketing, Sales, Executive Leadership
Competitive research
User research & testing
Product definition
UX/UI design
Engineering collaboration
Design documentation
Rollout
Overview: Making practitioner discounts more flexible
Clinical Care Path is a practitioner-to-patient platform that enables healthcare providers to create recommendations, manage orders, and support patient adherence.
The existing discount system applied a universal discount to all patients within a practitioner's patient list. This left no room for personalized discounting per patient, which limited flexibility and created a gap compared to competitors offering more varied discounting models.
I was tasked with designing an individual patient discount feature that would give practitioners more control over pricing while fitting within the existing platform and technical constraints.
Research: Understanding how practitioners use discounting
I started by researching how competitors approached discounting across their practitioner platforms. I identified several discount types, including individual, auto-ship and first-order discounts.
I then wanted to validate whether this flexibility was actually valuable to our practitioners. In usability testing with 5 current users, 3 specifically expressed a need for more flexibility in how they could apply discounts.
One practitioner shared that their organization already had different discount tiers, and they wanted the ability to reflect those tiers within the platform.
This reinforced the opportunity to move beyond a one-off discount and think about how the feature could scale over time.
Comparison of competitor's discount model
Opportunity: Designing for more flexible discounting
Based on the competitive research and user feedback, I explored how the feature could scale over time. A discount framework that could eventually accomodate different discount types and rules.
However, because the initial project scope is limited to individual discounts, I focused on solving that immediate need while communicating with our Engineering team on what future capabilities would look like.
Design: Balancing scalability with technical constraints
The ideal future state was a stackable discount model, where different discount types could work together.
However, our engineering team did not have the bandwidth to support stacking the new individual discount on top of the existing universal discount. So instead, we designed it the individual discount to override the universal discount.
This allowed us to deliver the immediate need for personalized pricing without expanding the project beyond its technical and timeline constraints.
Simplified individual discount
Scalable multi-layered discount
Results: Giving practitioners more control over pricing
The new individual discount feature gave practitioners the ability to personalize pricing at the patient level, addressing a key limitation of the existing universal discount system.
Improved practitioner adoption and supported ~17% platform growth by simplifying discount management workflows and modernizing UI structure and grouping patterns.
Shipped product
Key takeaway: Designed for scalabilty, scoped for today
This project taught me that product design isn't always about solving for the ideal future state, it’s about balancing that vision with what is realistic and in scope for today.
I knew that a scalable, stackable discount system would create more flexibility long term, but team bandwidth was a real constraint. Rather than pushing for functionality that wasn't feasible within the project's scope, I focused on solving the immediate need for individual discounts while designing and documenting a direction that could support more discount types in the future.
It reinforced for me that scalability doesn't always mean "you build it all at once" - Sometimes, it's about making thoughtful decisions today that don't prevent the ability to scale in the future.