Ro
Patient Experience @ Ro
Background
Ro is a direct-to-consumer healthcare company that connects patients with medical providers through an online platform. When I joined, the company was expanding into new product categories beyond its initial offerings. One of the biggest opportunities was hair care — a massive market where Roman (Ro's men's health brand) had no presence yet. The challenge was building the end-to-end patient experience from scratch: consultations, prescriptions, fulfillment, and ongoing care, all while navigating healthcare regulations and a tight timeline.
Solution
I led the cross-functional effort to ship Roman's first direct-to-consumer hair care product offerings, coordinating across engineering, product, medical, and operations teams to build the complete patient experience using React and TypeScript on the frontend and Django on the backend. The project unlocked over $1M in yearly revenue.
To improve long-term retention across 500K+ patients, I built a consultation flow that connected patients with medical providers for follow-up care, creating ongoing treatment relationships rather than one-off transactions. This increased retention by 5% and opened up future business opportunities for the company.
I also drove a 6% conversion improvement by running fullstack experiments that reduced friction in the patient onboarding process, and set up proactive monitoring and metrics dashboards using Sentry and Datadog to track impact in real time.