At Virta Health, a pioneer in type 2 diabetes reversal, I led the development of Viv, an AI-powered health coach. This groundbreaking project aimed to provide 24/7 personalized support to help members adapt to and maintain the Virta protocol. By combining clinical knowledge with empathetic coaching, Viv has become an invaluable companion in our members' health journeys.
Challenge Addressed: We identified that members needed more frequent, personalized support during their first weeks on the protocol. Traditional coaching methods, while effective, couldn't provide the round-the-clock guidance some members needed. Our objective was to create an AI coach that could complement our human coaches while maintaining Virta's high clinical standards.
AI-Powered Solution: Using rapid prototyping and iterative testing, I developed Viv from concept to production. The process involved:
Outcome: Viv has become a trusted companion for our members, providing instant, clinically-sound guidance while maintaining the warmth and understanding that characterizes Virta's approach to care. Member feedback has been overwhelmingly positive, with many reporting that Viv helped them stay on track during challenging moments in their health journey.
Before diving into high-fidelity designs, I studied existing user flows and food logging features to create a comprehensive low-fidelity architecture and prototype. These grayscale wireframes helped facilitate early discussions around technical constraints, gather stakeholder feedback, and conduct initial usability testing with static mockups.
Viv was carefully designed to complement rather than replace Virta's human coaches. By handling routine requests about food choices and device troubleshooting with immediate, accurate responses, Viv frees up our coaches to focus on deeper emotional support and meaningful interventions. This partnership between AI and human coaches has led to more powerful care team moments and stronger relationships with members.
The integration of Viv has transformed how our coaches work, allowing them to spend less time on repetitive queries and more time on meaningful coaching conversations. When members need immediate guidance about food choices or technical support, Viv provides instant, clinically-sound answers. This leaves coaches free to focus on building trust, providing emotional support, and helping members navigate their deeper health journey.
As the sole UX researcher, I established our testing process from the ground up. After running a successful proof of concept study on UserTesting.com, I advocated for and secured leadership buy-in to formally adopt the platform. This enabled us to validate our AI vision early and often, while also providing an opportunity to mentor junior designers in usability testing methods.
"I really like using an AI assistant in here. Yep... excellent."
"I never knew that before. Thanks Viv!"
Several usertesting participants even thanked us for teaching them something during their session.
Technical Development
Creating Viv's intelligence required careful curation of Virta's clinical knowledge combined with coaching best practices. The process involved:
Integrating Viv into the Application
Through testing, member feedback, and iteration, I identified key moments in the member journey where Viv could strategically enhance the experience. These integration points were carefully chosen to complement existing features while providing additional support:
Viv in action
Impact
Viv has become an integral part of the Virta experience:
