METHODIQ Patient Care Agent
METHODIQ's production-grade AI agent that resolves customer questions and requests end-to-end, delivering answers and executing actions autonomously
ROLE
Product Lead
TEAM
Product Team <> CX Team (~10 people)
REACH
1.5M MAU as of June 2026
The Problem
Following METHODIQ's launch in Fall 2025, our Customer Experience team was quickly overwhelmed by tickets: medical questions, order requests, and general inquiries. To reduce ticket volume that required manual responses, we set out to build an agent capable of resolving a significant share of CX traffic.
I. Scoping Phase
We analyzed ticket volume across categories to determine which agent capabilities would resolve the majority of CX tickets, allowing us to prioritize our roadmap. The highest volume categories were: Returns/Exchange Questions, General Questions, Executing Returns, Executing Exchanges, and Cancel Order.
II. Roadmapping Phase
After determining ticket volume, we took:
volume x feasibility
to determine the roadmap.
Medical Profile
Role: UI Design
Homepage
Partnership: Antinomy Studio
Role: Concepting, UX research
Acne Patient Intake Flow
Role: Full feature ownership; product concepting, UX research, UX design, computer-vision AI implementation, API integration data architecture
Feature: Rather than your typical Q&A intake flow, our acne patient intake flow allows the user to upload a photo of their skin and see an analysis of their skin with metrics related to their acne condition (acne severity, inflammation scores of lesions, acne locations on face, hyperpigmentation coverage, etc.)
User answers baseline questions about their skin & acne
User takes a photo of their skin
User sees an analysis of their skin, with overlays on top of their image highlighting their acne condition (heat map of acne severity, boxes around acne lesions, etc.)
Users answers questions about their treatment preferences & receives their treatment match