UX Case Study — swift

2025 / Medical Transportation AI

Swift turns transportation barriers into faster access to care.

Swift turns transportation barriers into faster access to care.

Swift turns transportation barriers into faster access to care.

Swift is a non-emergency medical transportation platform designed to bridge the gap between affordability, access, and care. By making it easier to schedule reliable transportation, Swift helps patients reach the care they need without the stress of limited or costly travel options.

Swift is a non-emergency medical transportation platform designed to bridge the gap between affordability, access, and care. By making it easier to schedule reliable transportation, Swift helps patients reach the care they need without the stress of limited or costly travel options.

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Project Snapshot

Role / Ux Designer, Research, UI Design

Timeline / 3 months

Team / Swift

Focus / Accessibility, affordability, mobility, healthcare, trust

2.1min → 1.5min

2.1min → 1.5min

average time to request a ride decreased from

S01 — Challenge

Getting to care shouldn't depend on cost, distance, or transportation.

Getting to care shouldn't depend on cost, distance, or transportation.

Getting to care shouldn't depend on cost, distance, or transportation.

When an injury isn't life-threatening but still requires immediate attention, patients are often left with impossible choices. Ambulances are expensive, rideshares aren't equipped for medical needs, and delaying treatment can make injuries worse. Nearly one in four Americans need emergency medical care but struggle to afford it.

When an injury isn't life-threatening but still requires immediate attention, patients are often left with impossible choices. Ambulances are expensive, rideshares aren't equipped for medical needs, and delaying treatment can make injuries worse. Nearly one in four Americans need emergency medical care but struggle to afford it.

2.1min → 1.5min

average time to request a ride decreased from

average time to request a ride

+108 pts

Research Data

36 users

Research participants

The problem

Uncertainty around medical urgency and cost drives non-critical cases to emergency services, increasing wait times and strain on EMS systems. Swift uses AI-guided decision support to help users assess urgency and choose appropriate care.

The response

Swift reimagines non-emergency medical transportation with transparent pricing, certified care, and a calm, intuitive patient experience.

S02 — Process

From transportation barriers to accessible healthcare.

From transportation barriers to accessible healthcare.

From transportation barriers to accessible healthcare.

The process began by understanding why patients delayed care and where existing transportation options failed. Research focused on affordability, urgency, and trust to create a service that safely bridges the gap between rideshares and emergency transport.

The process began by understanding why patients delayed care and where existing transportation options failed. Research focused on affordability, urgency, and trust to create a service that safely bridges the gap between rideshares and emergency transport.

01

Research the transportation gaps

Identified why patients avoided ambulances, delayed treatment, or struggled to find reliable transportation during urgent, non-emergency situations.

02

Design a seamless flow

Designed a streamlined AI-powered request flow that reduced hesitation, improved decision speed, and increased completion by helping users quickly determine the right transportation option for their situation

03

Built for safety and confidence

Clear next steps and safety confirmations increased user confidence, leading to higher flow completion and a more reassuring transportation experience.

USER PERSONA

USER PERSONA

Two core audiences

Two core audiences

Two core audiences

Swift serves both individuals who need reliable non emergency medical transportation and healthcare providers coordinating safe, efficient rides for their patients.

Swift serves both individuals who need reliable non emergency medical transportation and healthcare providers coordinating safe, efficient rides for their patients.

Swift serves both individuals who need reliable non emergency medical transportation and healthcare providers coordinating safe, efficient rides for their patients.

Jamie Smith, 35

Jamie Smith, 35

Registered Nurse, (RN)

I need a reliable way to get patients to care without waiting for an ambulance.

Goals

Coordinate safe transportation and reduce delays in patient care.

Needs

Reliable drivers, clear availability, and a simple scheduling process.

Frictions

Limited transportation options, long wait times, and expensive emergency transport.

Priority

Move patients to the appropriate facility quickly and safely.

Sophia Martinez, 24

Sophia Martinez, 24

Patient seeking urgent, non-emergency care

I just need help getting to care, not another bill.

Goals

Reach medical care quickly without unnecessary costs.

Needs

Affordable pricing, fast pickup, and confidence she'll arrive safely.

Frictions

Doesn't own a car, rideshares aren't medically equipped, and ambulance costs are too high.

Priority

Get to urgent care safely without creating additional financial stress.

Design response

A personalized
home screen built for moments of urgency

A personalized
home screen built for moments of urgency

The home screen surfaces the information users need most before requesting a ride. Medical history, insurance information, emergency contacts, and medications are organized into one accessible dashboard, reducing stress and helping users move through the request process with confidence.

Design response

An AI assistant that removes uncertainty from care decisions

An AI assistant that removes uncertainty from care decisions

Instead of expecting users to know what type of transportation they need, the AI assistant guides them through a short conversation about their symptoms and situation. By asking simple, contextual questions, it recommends the appropriate level of transportation while reducing hesitation and improving decision confidence.

Instead of expecting users to know what type of transportation they need, the AI assistant guides them through a short conversation about their symptoms and situation. By asking simple, contextual questions, it recommends the appropriate level of transportation while reducing hesitation and improving decision confidence.

Design response

Getting patients to care - without the financial burden

Once a transportation option is selected, users can quickly request a ride, view transparent pricing, and track their driver in real time. Designed specifically for urgent, non-emergency situations, the experience provides a safe, reliable alternative between rideshare services and costly ambulance transport.

VISION VIDEO

Vision video

Vision video

Vision video

A short narrative prototype demonstrated how Swift could simplify transportation decisions during urgent, non-emergency situations—reducing uncertainty, removing financial stress, and helping patients reach care faster.

A short narrative prototype demonstrated how Swift could simplify transportation decisions during urgent, non-emergency situations—reducing uncertainty, removing financial stress, and helping patients reach care faster.

Showing the future state before the interface details

Showing the future state before the interface details

The vision video follows a patient from the moment an injury occurs through AI-guided triage, ride selection, and arrival at the appropriate medical facility. It established the product vision early, aligning the experience around confidence, affordability, and accessible care before designing individual screens.

Narrative

User-first story

Concept

Accessible medical transportation

Alignment

Shared vision

S03 — Impact

The final strategy made a high-stakes flow feel understandable and usable.

The final strategy made a high-stakes flow feel understandable and usable.

The final strategy made a high-stakes flow feel understandable and usable.

What changed

Testing showed that users moved through the request flow with greater confidence when AI guidance, transparent pricing, and clear next steps reduced uncertainty. The biggest improvement came from simplifying transportation decisions during stressful situations.

Final outcomes

AI-guided request flow improved decision speed and reduced hesitation.

Average time to request a ride decreased from 2.1 min to 1.5 min

Safety confirmations and clear next steps increased user confidence throughout the journey.

Our Final Concept

Swift is an AI-powered non-emergency medical transportation platform that helps patients quickly access the right level of care without the cost of an ambulance. By combining intelligent triage, medically trained drivers, and transparent pricing, Swift provides a safer, more affordable transportation experience for urgent, non-life-threatening situations.

Swift is an AI-powered non-emergency medical transportation platform that helps patients quickly access the right level of care without the cost of an ambulance. By combining intelligent triage, medically trained drivers, and transparent pricing, Swift provides a safer, more affordable transportation experience for urgent, non-life-threatening situations.

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