03
Sundial Health
A symptom-check assistant that sends patients to the right appointment. Built with twelve GPs, it shows its reasoning and hands over to a person at any point.
Client
Sundial Health Ltd
Role
AI interface design, product design, research
Duration
20 weeks
Year
2026
A symptom checker that shows its working.
01 Challenge
Sundial’s first triage bot was accurate, but nobody trusted it. Patients abandoned half of all checks, and GPs could not see why the bot had made a recommendation.
02 Approach
We ran 60 sessions with patients and twelve GPs. The new assistant asks one question at a time, shows the reasoning behind every recommendation, and offers a human at any point in the conversation.
03 Build
We designed the conversation system, a clinician review console and a library of 400 plain-English explanations, then built the patient app together with Sundial’s engineers.
04 Outcome
Completed checks rose from 49% to 81%. GPs now overrule the assistant in fewer than one case in twenty.
81%
checks completed
4.7
patient rating
<5%
overruled by GPs
Patients tell us it feels like talking to a careful nurse.
Dr. Amara Okafor, Clinical Director, Sundial Health
