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Ari Onboarding: Ideas & Flow Diagrams

Internal exploration — April 2026

Core Principles

The philosophy guiding Ari's onboarding experience.

1

Proactive, not reactive

Ari suggests what it can do based on context. Never asks "what else can I do for you?"

2

Earn the right to ask

Deliver value before requesting access to portals, email, calendar.

3

Saves you time

Every screen communicates "Ari is already working for you," not "here's a tool, figure it out."

4

Web = mission control, Text = easy input

SMS/voice for quick interactions, web app for the rich experience. Deep links from text → web for wow moments.

Current vs. Proposed Onboarding

Side-by-side view of the existing flow and where we want to take it.

Current Flow

The existing Ari onboarding — 4 screens to account creation, then drops into an open-ended chat.

by citizen health
The healthcare companion that does the work for you
Forms, claims, research—Ari handles the healthcare system so you don't have to.
Daniel analyzed his EOB and found incorrect billing codes
Get started
I have an account
Step 1: Welcome
←
Create your account
First name
Last Name
🇺🇸 +1 (000) 000-0000
Zip code
Your zip code helps us find programs available in your area.
By signing up, you agree to our terms of service and privacy policy
Continue
Step 2: Create Account
←
Who is Ari helping?
👤
Me
I'm managing my own condition
👥
Someone I care for
Child, family member, etc.
Continue
Step 3: Who needs help?
←
Last step—say Hi to Ari 👋
Scan with your phone to text Ari
+46 734 8721 📋
Ari is ready! Check your messages.
Continue to chat
Step 4: Connect via text
A
Good evening, AndriyTEST
Today
Hey AndriyTEST! I'm Ari — a healthcare companion built for patients and caregivers. The team behind me has been in your shoes: rare disease patients and caregivers turned operators who built the tool we always wished existed.
Ari · just now
Before we get into anything practical — what's life looking like for you right now? Even the non-medical stuff helps me understand what you're actually dealing with 🌀
Ari · just now
Hi ari this AndriyTEST
You · iMessage · just now
Hey AndriyTEST! Great to meet you 😊 Tell me a bit about yourself — what's going on in your world right now? Even outside of health stuff, I'd love to get a sense of who you are before we dive into anything.
Ari · iMessage · just now
Message Ari
↑
Step 5: Chat begins

Proposed Flow — Option A

Same lean signup flow, but with a stronger landing page and richer post-onboarding experience. No new gates or mandatory steps — everything after signup is optional and driven by suggested actions. Framed as “post-onboarding experiences” rather than additional onboarding steps.

✏️ New copy
by citizen health
Meet the newest member of your care team
Forms, claims, research — Ari works around the clock so you don’t have to.
Daniel analyzed his EOB and found incorrect billing codes
Get started
Sign in
Step 1: Welcome
←
Create your account
First name
Last Name
🇺🇸 +1 (000) 000-0000
Zip code
Your zip code helps us find programs available in your area.
By signing up, you agree to our terms of service and privacy policy
Continue
Step 2: Create Account
←
Who is Ari helping?
👤
Me
I'm managing my own condition
👥
Someone I care for
Child, family member, etc.
Continue
Step 3: Who needs help?
✨ New step
←
Save Ari to your phone 📱
Scan to add Ari as a contact. When Ari texts you, you’ll know exactly who it is.
Or tap to download contact card
Ari will text you from this number to get started.
+1 (555) 234-8721 📋
Continue
Step 4: Save Ari to phone
✨ Post-onboarding
A
Good evening, AndriyTEST
Today
Hey AndriyTEST! I’m Ari — your healthcare companion from Citizen Health. 👋

I’m here to take things off your plate — appointments, insurance headaches, research, paperwork.
Ari · just now
🎤
Too busy to type it all out?
Record a voice note and just tell me what’s on your mind — we’ll go from there.
Record voice note
Or pick something to start with:
🏥 Insurance is a nightmare
📋 School paperwork is endless
💊 Nobody has the full picture
📅 I can’t keep track of everything
🎤
Message Ari
↑
Step 5a: Web — Post-onboarding
📱 SMS version
‹
A
Ari · Citizen Health
Mobile
Hey AndriyTEST! 👋 I’m Ari, your healthcare companion from Citizen Health.

I’m here to handle the stuff that piles up — insurance, appointments, research, forms.

What feels most overwhelming right now? You can type, or just send a voice note 🎤
iMessage
🎤
Step 5b: SMS — Same moment
✨ The reveal
A
Good evening, AndriyTEST
Today
0:47
You · just now
Got it — let me unpack that. Here’s what I’m hearing:
Ari · just now
Speech therapy insurance claims
You mentioned Surest hasn’t reimbursed Jan or Feb yet
Ready to help
Olive’s neurology appointment
April 12th — I can prep questions from her symptom log
Can prep
Maryland DDA waiver
Sounds like you haven’t started the application yet
Can research
Want me to start on any of these? Or connect your calendar/portal so I can do even more automatically?
Connect Google Calendar
Connect MyChart
🎤
Message Ari
↑
Step 6: The reveal — voice dump → structured plan

How Ari Earns Trust

Prototypes Lauren already built that demonstrate concepts aligned with our onboarding ideas.

How Ari Earns Connections

From Lauren's React prototype. These three conversations show Ari's core pattern: deliver immediate value, then earn the right to connect a service by demonstrating exactly why it matters. Each scenario starts with a task the user already asked for and naturally expands into deeper integration.

Win: Ari scheduled Olive's eye appointment — then caught a conflict and connected the calendar to prevent future ones.
A
Done! ✅ I scheduled Olive's eye appointment for Thursday March 26th at 10am with Dr. Patel. They'll send a reminder the day before.
9:14 AM
U
That's amazing, thank you!!
9:16 AM
A
Happy to help. One quick thing — I noticed I scheduled this without being able to see your calendar, so I can't tell if there's a conflict. Olive has three other appointments coming up this month. If you connect your Google Calendar, I can check for overlaps automatically and make sure nothing gets double-booked.
9:16 AM
U
Oh that would actually be really helpful
9:17 AM
A
Great — tap the button above to connect it. Takes about 30 seconds. I'll only read events (I won't add or change anything without asking you first).
9:17 AM
A
✅ Google Calendar Connected
✅ Calendar connected. I can see you have a PT eval on March 26th at 9am — that's the same morning as the eye appointment. Want me to call Dr. Patel back and move it to the afternoon?
9:18 AM
Yes move it I'll handle it
U
Yes please move it
9:18 AM
A
On it. I'll call and find the next available afternoon slot and confirm back with you. Also — while I was looking at March, I noticed Olive has a neurology follow-up on April 4th. That appointment usually goes better when the neurologist has her latest records in hand. Does her neurologist use MyChart?
9:19 AM
Yes MyChart Different portal Not sure
U
Yes, MyChart
9:20 AM
A
If you connect Olive's MyChart, I can pull her recent labs and visit notes ahead of the April 4th appointment, flag anything worth raising, and put together a one-page summary you can bring in. Your login stays encrypted — I never see or store credentials in our conversation.
9:20 AM
U
Ok connecting now
9:21 AM
A
✅ MyChart Connected
✅ Connected. I'm pulling her records now — I'll have a pre-appointment summary ready for you a few days before April 4th. I'll flag anything that looks worth discussing. I also see her last CBC was in January. If the neurologist typically orders labs before this visit, you might want to schedule those in the next week or two so results are back in time. Want me to check if there's an order on file?
9:22 AM
Yes check for an order Not right now
Win: Ari spotted a recurring stiffness pattern across four entries — then used medical records to find a lab result that hadn't been followed up.
U
Olive had a rough morning. Woke up really stiff, took about 45 min to loosen up. She also complained her knees hurt during PT yesterday.
8:02 AM
A
Got it — I've added both to Olive's journal. 📋 Morning stiffness, ~45 min duration — logged 3/19 📋 Bilateral knee pain during PT — logged 3/19 This is the fourth morning stiffness entry in the last two weeks. It's also the second time knee pain has come up during or after physical activity. I'm starting to see a pattern worth watching.
8:03 AM
U
Yeah I've been noticing it too. Is that a lot?
8:04 AM
A
Morning stiffness lasting more than 30 minutes, recurring over a couple of weeks, is something rheumatologists pay attention to — especially in kids. I'm not telling you something is wrong, but it's the kind of pattern that's worth having documented and bringing up at her next appointment. When is she next seeing her pediatrician or any specialist?
8:04 AM
Next week Next month Not scheduled yet
U
Pediatrician is April 10th
8:05 AM
A
Good — that's enough time to build a solid picture. I'll put together a symptom summary for that visit as we get closer. One thing would make this a lot more useful: right now I only know what you've told me. If I could see Olive's medical records — her visit notes, labs, any prior workups — I could tell you whether this pattern is new or whether something like this has shown up before. It would also let me flag if any recent labs are relevant. Does Olive have a MyChart account, or another portal her doctors use?
8:06 AM
Yes MyChart Different portal Not sure
U
Yes MyChart
8:07 AM
A
If you connect it, here's what I'll do right away: • Check her recent labs for anything that could relate to joint symptoms • Look at prior visit notes to see if this has been flagged before • Pull her current medication and diagnosis list so the symptom log has full context Your credentials go through an encrypted form — I never see or store them in our conversation.
8:07 AM
U
Ok done
8:09 AM
A
✅ MyChart Connected
✅ Connected — pulling her records now. Ok, a few things I'm seeing: Her ANA panel from January came back with a low positive (1:40). That was noted in the visit summary but there's no follow-up documented. Combined with the stiffness pattern you've been logging, I'd want to make sure her pediatrician sees both of these together on April 10th — not as separate pieces. I can put together a one-page summary that connects the symptom log to the January labs. Want me to draft that now so you can review it before the visit?
8:10 AM
Yes draft it Not yet
U
Yes please
8:10 AM
A
I'll have a draft ready for you today. I'll flag it as something to review — not to alarm you, but so you walk in prepared. If the pediatrician wants to refer her to a pediatric rheumatologist after seeing this, I can help you find one in-network and get her records transferred. One step at a time.
8:11 AM
Win: Ari identified a billing code error on one EOB — then found the same error on 4 of 6 past claims, uncovering ~$620 in potential reimbursement.
U
📎 EOB_March2026.pdf
11:22 AM
A
Got it — looking at this now.
11:22 AM
A
Ok, I found something. This EOB is for Olive's dermatology visit on March 3rd. It was billed under code 99214 (office visit, moderate complexity) — but it was processed at your out-of-network rate, which is why you're showing a $218 patient responsibility. The problem: Dr. Huang is listed as in-network on your Surest plan. This looks like it was filed under an out-of-network NPI. That's a billing error, not a coverage decision.
11:23 AM
U
Wait so I shouldn't owe this?
11:24 AM
A
Based on what I'm seeing, no — or at least not $218. If Dr. Huang billed under the wrong NPI, your in-network cost-sharing should apply instead. That's likely closer to a $30–40 copay depending on your plan. To fix it, someone needs to call the provider's billing office and ask them to resubmit with the correct in-network NPI. I can make that call for you. Before I do — do you have more EOBs from Dr. Huang? This same error sometimes repeats across every visit.
11:24 AM
Yes I have more Just this one Not sure
U
I probably have more, I just don't know where they all are
11:25 AM
A
That's the tricky part — EOBs live in your insurance portal and most people never look at them until something feels off. If this billing error has been happening on multiple visits, you could be owed a reimbursement going back months. If you connect your Surest account, I can pull all of Olive's EOBs at once, check each one for the same issue, and tell you exactly what to dispute and what you're owed. Otherwise we're only working from whatever you happen to have on hand.
11:26 AM
U
Yeah ok connecting
11:27 AM
A
✅ Surest Connected
✅ Connected. Pulling EOBs now — this'll take a moment.
11:28 AM
A
Ok. I went back 12 months and found 6 claims from Dr. Huang's office. The same out-of-network NPI appears on 4 of them. Here's what that means: 💰 Potential reimbursement: ~$620 Across the 4 affected visits, you were charged at out-of-network rates when in-network rates should have applied. ✅ 2 claims look correct — processed in-network, nothing to dispute. I can draft a dispute letter for the 4 affected claims and call the billing office to request resubmission. Want me to do both?
11:29 AM
Yes do both Just the letter Just the call
U
Yes do both
11:29 AM
A
On it. I'll draft the dispute letter with the specific claim numbers and correct NPI, and call the billing office this morning. I'll report back on what they say. One more thing while I have your Surest data — I can see you haven't hit your deductible yet this year. You have $340 left. If Olive has any upcoming procedures or specialist visits, it might be worth scheduling them before year end to make sure that deductible is working for you. Want me to flag that when I look at her calendar?
11:30 AM
Yes flag it Not right now

Dashboard Chat

From Lauren's HTML prototype. This mockup shows the "While You Were Away" concept in action — Ari proactively working on tasks in the background and presenting a status dashboard when the user returns. It connects to ideas #12 (While You Were Away Dashboard), #13 (Proactive Next-Step Suggestions), and #6 (Recent Wins Board).

A
Ari
Working on 3 tasks
Ok, I've been busy. Here's where things stand for Olive:
🏥
Neurology — Dr. Patel, Apr 12
Added to your calendar. I'll prep questions based on Olive's symptom log closer to the date.
Scheduled
📄
Speech therapy claims — Jan & Feb
I found the billing PDFs from your AAC vendor. Ready to submit both to Surest whenever you give the go-ahead.
Ready for you ~$340 to submit
📝
DDA application — Maryland
I researched the waiver programs in your state. There are 3 Olive may qualify for. I started filling out the DDA determination form — need a few things from you to finish.
In progress 3 waivers found
Which one do you want to knock out first?
Other families are doing
Sarah got $4,200 in denied claims overturned Try this
Mike set up daily homework summaries from the school portal Try this

Medication Photo Wow Moment

One photo replaces hours of manual data entry — and could save a life in the ER.

📸

Photo your med bottles

Snap a picture of each prescription bottle. Ari reads the labels using OCR and extracts drug names, dosages, and schedules.

💊

Ari builds a shareable med list

Instantly creates an accurate, always-up-to-date medication list you can share with any provider — no typing required.

🏥

"Is this safe with her meds?" — instant answer

In the ER at 2 a.m., the doctor asks what meds she takes. You pull up the list. Ari flags interactions in real time.

📋 Deep Dive — All Ideas, Rankings & Flow Diagrams

Onboarding Ideas

17 ideas for making Ari's onboarding unforgettable.

#1

"Meet the newest member of your medical team"

Intro screen positioning Ari as a team member, not a tool.

Pre-onboarding New idea
#2

Concierge onboarding call

Time-limited "book a 15-min walkthrough" for first 50 alpha users. Learning mode, not scaling mode.

Pre-onboarding New idea
#3

Hybrid web→chat entry

Web screens for education (60s), then drop into chat for the relational part. Bridges the web-vs-text divide.

Pre-onboarding New idea
#4

"Pick Your Chaos" cards

6 plain-language cards instead of a blank chat: "Insurance is a nightmare," "School paperwork is endless," "Nobody has the full picture," "I can't keep track of everything," "Are we missing benefits?," "I need answers about our condition."

Education In GTM doc, not built
#5

Suggested reply cards in chat

ChatGPT-style quick actions, persistent in empty/new-chat states.

Education Not tracked anywhere
#6

Recent wins board

Real anonymized examples from other families with "try this for yourself" buttons. Privacy controls for sharing level.

Education Lauren has concept, not built
#7

Capability reveal

Short, visual "what Ari can do" — not a wall of text. Could be animated cards or a quick carousel.

Education Not tracked
#8

Portal connection reveal

Connect MyChart/FollowMyHealth → Ari instantly surfaces unread messages, meds, upcoming appointments. The "connect your checking account" moment. User B and Nasha both asked for this unprompted.

First Value Partially on roadmap
#9

ZIP-to-entitlements instant reveal

Enter ZIP + condition → see state programs you probably qualify for. Uses data they already gave us. Farid loves this one.

First Value Not built
#10

Voice brain dump

60s recording → structured plan card with clickable next actions. Works great for "power user" parents, fails for cold-start users. Make it an option, not a gate.

First Value Lauren has Figma prototype
#11

Contact card via SMS

At end of onboarding, Ari texts a real iOS/Android contact card. Tiny effort, high "Ari is a person" signal.

First Value Not tracked anywhere
#12

"While you were away" dashboard

Log in and see background work: portal checks, new research, sent letters, completed tasks. Communicates value even when user isn't actively chatting.

Ongoing Dashboard v1 on roadmap
#13

Proactive next-step suggestions

Ari suggests based on what it already knows. Nasha's feedback: "It has enough info to suggest things." When user says Stanford → offer portal. When it drafts an email → offer to send it.

Ongoing On roadmap — Thomas
#14

Deep links from SMS → web

Text notifications as hooks into richer web experiences. "I found something — tap to see details."

Ongoing On roadmap — Jing, shipping next week
#15

Multi-caregiver invite

"Invite your co-parent / nanny to also talk to Ari" as late-onboarding step + organic growth loop.

Growth Family accounts on roadmap 4/20
#16

Failed onboarding recovery

"Ari noticed you tried to connect — want to try again?" follow-up text. Nasha tried 10+ times over 2 days.

Growth Not tracked
#17

Pricing/paywall placeholder

Clear insertion point for an upgrade moment without breaking flow. Paid tier coming but nothing built.

Growth Acknowledged but unbuilt

Wow Moments

The 6 strongest moments, ranked by evidence and impact.

🥇 #1

Portal Connection Reveal

User B transformed from "what do you do?" to full engagement. Nasha confirmed. Recurring engagement hook.

🥈 #2

Daily School Digest

Daniel's ADHD son digest. Proven, recurs daily, killer demo artifact.

🥉 #3

Actionable Bureaucracy Win

Nasha's Regional Center call script + IHSS letter. Tangible real-world value.

4

Insurance Code Translator

Daniel's $200/visit catch. Emotional + concrete.

5

Brain Dump → Plan

User A's 30-item dump. Powerful when it works, gated on user readiness.

6

Community Data Reveal

User C asked "do you have data from other families?" Future killer feature.

Onboarding Flows

Three distinct paths for different user entry points.

Flow A: "Pick Your Chaos" (web-first)

New users choose from relatable pain-point cards, get guided through a first magic trick, then graduate into the full chat experience.

graph LR A["Sign up\n(name, ZIP,\nself/caregiver)"] --> B["'What's\noverwhelming?'\n(6 cards)"] B --> C["Pick a card"] C --> D["1 scoping\nquestion"] D --> E["Guided first\ntask\n(magic trick)"] E --> F["Wow moment\nlands"] F --> G["'Want me\nto also...?'\n(cross-sell)"] G --> H["Connect\ncalendar/email"] H --> I["Drop into chat\nw/ proactive\nsuggestions"] style A fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style B fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style C fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style D fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style E fill:#0D9488,stroke:#0D9488,color:#fff style F fill:#0D9488,stroke:#0D9488,color:#fff style G fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style H fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style I fill:#1a1d27,stroke:#0D9488,color:#e4e4e7

Flow B: "Brain Dump" (voice-first)

Users tell Ari everything that's piling up — voice or text — and get a structured action plan back instantly.

graph LR A["Sign up\n(name, ZIP,\nself/caregiver)"] --> B["'Tell me what's\npiling up'\n(record or type)"] B --> C["Ari parses +\nshows structured\nplan"] C --> D["Pick an item"] D --> E["Magic trick"] E --> F["Cross-sell"] F --> G["Portal/calendar\nconnection ask"] G --> H["Drop into chat"] style A fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style B fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style C fill:#0D9488,stroke:#0D9488,color:#fff style D fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style E fill:#0D9488,stroke:#0D9488,color:#fff style F fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style G fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style H fill:#1a1d27,stroke:#0D9488,color:#e4e4e7

Flow C: "Inbox Ari" (existing user fast-path)

Users who already have records in the system get a personalized, data-rich experience from the first click.

graph LR A["Email:\n'Meet Ari,\none click'"] --> B["SSO"] B --> C["Profile +\nrecords\npre-loaded"] C --> D["'Hi [name],\nI know about\n[child]. 3 things\nI can do:'"] D --> E["Pick one"] E --> F["Magic trick\non real data"] F --> G["'Connect\ncalendar?'"] G --> H["Dashboard:\n'while you\nwere away'"] style A fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style B fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style C fill:#0D9488,stroke:#0D9488,color:#fff style D fill:#0D9488,stroke:#0D9488,color:#fff style E fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style F fill:#0D9488,stroke:#0D9488,color:#fff style G fill:#1a1d27,stroke:#0D9488,color:#e4e4e7 style H fill:#1a1d27,stroke:#0D9488,color:#e4e4e7