Care
navigation.
Help people understand where to go next without presenting administrative guidance as medical advice.
The opportunity
Design for the moment that matters.
What breaks today
Health systems are hard to navigate, especially when someone is stressed or unfamiliar with coverage, locations and referral steps. Phone queues add delay and repetition.
The presence pattern
A disclosed navigator explains approved options, helps prepare the next administrative step and transfers sensitive or clinical questions to qualified staff.
Design requirements
Make it useful before making it magical.
- 01
State the boundary
Disclose whether the presence is educational, administrative, human-led or AI-assisted and what it cannot do.
- 02
Protect privacy
Minimize collected information, obtain appropriate consent and design the room for confidential conversation.
- 03
Escalate safely
Make qualified human help, emergency guidance and session termination easy to reach.
Operator runbook
Design the complete service—not only the scene.
- 01
Frame the service
Health systems and community organizations should document the intended audience, room, session length, approved content or knowledge, human escalation path and the current baseline for correct routing.
- 02
Invite with clarity
Before the care navigation experience begins, explain why the presence is there, whether it is live, recorded or AI-assisted, what it can do and how a participant can leave or reach a person.
- 03
Operate the moment
A disclosed navigator explains approved options, helps prepare the next administrative step and transfers sensitive or clinical questions to qualified staff. The operator should be able to observe state, recover the session and protect the physical activity already happening in the room.
- 04
Close the loop
End with a visible next step, capture only consented information and record correct routing, abandoned journeys reduced, human handoff success. Review failures and handoffs before repeating or expanding the experience.
Pilot scorecard
Prove a real outcome in the room.
Correct routing
Define the starting event, completion event and current-workflow baseline for correct routing. Count only observable outcomes.
Abandoned journeys reduced
Review abandoned journeys reduced by audience, session stage and operator. Use the pattern to find where confidence is gained or lost.
Human handoff success
Set a minimum threshold for human handoff success before launch. Name the owner and recovery action when a session misses it.
Decision gates
Know when presence is—and is not—the answer.
Presence must earn the room
If the same care navigation outcome can be achieved by a well-designed phone, kiosk or conventional video call with equal trust and clarity, use the simpler tool.
The boundary must stay visible
Do not launch care navigation until participants can identify the role, source, live or synthetic state, information boundary and human fallback without guessing.
The operation must survive novelty
Health systems and community organizations should be able to run, pause, recover and measure the experience repeatedly. Do not scale while success depends on a founder or engineer standing beside it.
Evidence status. This page is a product-design field brief, not a claim that Reality Relay has already produced the stated customer outcome. Replace the hypothesis with measured pilot evidence before presenting it as proof.
Build the first pilot
Start narrow enough to learn.
For Care navigation, begin with one real environment, one defined audience and one repeatable interaction. Establish who operates the experience, what information or tools it can access and exactly when a person must take control.
Reality Relay Platform coordinates content, session state, approved intelligence and operations. Reality Relay Spaces give the experience a calibrated physical endpoint with intentional scale, eye line, sound and grounding. The pilot should earn expansion by improving the scorecard above—not by novelty alone.
- Primary audience
- Health systems and community organizations
- Experience family
- Health & wellness
- First decision
- Choose the room, baseline and accountable operator
- Expansion rule
- Scale only after the scorecard beats the current workflow