Included Health: Action Center
Summary
I lead design and launched Included Health’s Action Center — a new dynamic feed on the app’s homepage that proactively surfaces next-best actions for users. By consolidating fragmented touch-points into a single, actionable interface, the Action Center is built to shift engagement from reactive to proactive — improving both health outcomes and platform stickiness.
Problem
Without a health feed like the Action Center:
Users encountered disjointed experiences across the product and lacked clear guidance on what to do next for their healthcare
Preventive actions (e.g., screenings, check-ups, interventions) were often delayed or missed entirely
Engagement tended to be episodic — driven by member-initiated contact — instead of habitual and value-led
Product loyalty suffered without any consistent, actionable value
Approach and Solution
I created the Action Center as a scalable interface for surfacing timely, clinically-relevant actions with clarity and urgency.
Key design decisions included:
Badging. First-ever use of app badging in our product to signal actionable tasks and re-engage users. Badging behavior includes:
New actions: 🔴 Red badging in three distinct places to indicate new pending actions.
Total actions: 🔵 Lightweight blue badging to indicate total number of pending actions.
Feed architecture: A dynamic feed at the top of Home that behaves like a carousel and consists of action-oriented cards prompting users to complete any steps on their healthcare journey.
Overflow page: Limits the carousel to 5 visible cards to reduce cognitive overload, with an overflow page for discoverability.
Overflow page contains all of the user’s cards and organizes them into two categories — “Actions” and “Visits” — to fit users’ mental model
Inbox zero: Action Center celebrate a user’s completion of tasks with a delightful animation.
Impact
Set the foundation for more personalized, longitudinal health journeys — not just one-off visits
Established a scalable, proactive engagement framework that unifies cross-functional work-streams under one user-forward system
Currently driving a 6% increase in Weekly Household Engagement Rate