Hims & Hers is reshaping how people access healthcare — pairing clinically proven treatments, with trusted care. As Design Director on the app team, I worked closely with teams across product, engineering, marketing, and leadership to bring this vision to life.
Virtual care and subscription-based treatments are still unfamiliar territory for many. We needed to earn users’ trust — not just once, but continuously — especially after they began treatment.
Our goal was to validate users’ time, money, and motivation by making care feel dependable, responsive, and human. That meant removing ambiguity from the experience, designing for moments of reassurance, and supporting users through the often-overlooked realities of staying on track.
We designed moments in the app to respond to what was actually happening in a user’s journey — like showing a “Where’s my order?” tracker when a shipment was on the way, or kicking off onboarding when a treatment arrived.
Instead of making users dig for answers, we surfaced the right info at the right time — helping them feel more supported and less unsure at key moments in their care.
Once someone starts treatment, the real work begins — remembering when to take it, understanding how it works, and adjusting as life happens.
We designed tools that gave users more control: how-to instructions, shipment scheduling, the ability to switch medications or dosage — all in one place. It wasn’t just about delivering care, but helping people manage it on their own terms.
When questions came up, messaging was the bridge between users and their care team. But for it to work, it had to feel intuitive, timely, and human.
We streamlined the in-app messaging experience — making it easier to start a conversation, understand who you were talking to, and know when to expect a reply. The goal was simple: make support feel as accessible as the treatment itself.
Treatment doesn’t stop with a prescription — it’s also about understanding your care and feeling confident along the way.
We designed a space for clinically vetted content: expert guidance, helpful articles, and resources recommended by providers. It gave users a way to go deeper, explore their condition, and take a more active role in their health.
Sticking with a treatment can be hard — especially when progress isn’t always easy to see.
We built features to help users stay on track and engaged: medication reminders, progress check-ins, and tools like a weight tracker to log changes over time. These touchpoints gave users a clearer view of how things were going — and a little extra motivation to keep going.
Our work led to measurable impact — not just in how the app was rated, but in how people used it. From stronger engagement to sustained growth, these results reflect a care experience that felt intuitive, trustworthy, and worth coming back to.
1.5
active subscribers
4.8
average app review
66k+
app reviews
