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A CSR provider organisation profile with description and contacts, open on a laptop.
Editing a CSR organisation's service divisions, with the Pediatrics division expanded.
CSR service locations listed beside a map of the provider's Austin sites.
The CSR diagnosis template library with categories and active status.
The CSR add care services dialog for picking therapy and support subcategories.
CareMap open on a tablet, with care categories beside mapped providers.
The CSR provider list on mobile, showing in-network practices with contact details.
CSR service location setup with on-site and virtual delivery options.
A CSR service division detail for Pediatrics, with age group and accepted services.
CSR phone number verification during onboarding.
A CareMap built on behalf of a patient, with care categories and provider pins across Austin.
CSR
HealthTech, Care Navigation

Special needs AI care maps: from 6-month waits to 1 week, 40,000+ families.

CSR is a special needs care navigation platform founded in 2018 by a parent who experienced the broken care system firsthand. It originally provided hand-crafted “CMaps” (personalized care maps) connecting families of children with developmental challenges to the right providers. Reliqio rebuilt it as an AI-powered platform that generates those CMaps automatically at scale.

platformWeb, PWA (Mobile)
verticalsHealthTech, Care Navigation
team & duration~9 FTEs, ~18 months
services

Digital product strategy, Digital product management, Digital product development

Challenge.

Business Challenge: Each CMap required 15–20 hours of expert research by “Family Champions.” The model worked but couldn’t scale — serving ~200 families/month with 1-in-6 US children facing developmental challenges. Provider data decayed constantly (availability, insurance networks, waitlists).

Technical: Had to encode years of expert intuition (diagnosis-specific pathways, provider pairing logic, quality signals, anticipatory care planning) into system logic — while maintaining HIPAA compliance, real-time accuracy across thousands of providers, and scaling 100x without quality degradation.

Solution.

Codified Family Champions’ mental models into structured care pathways.

Auto-generates personalized CMaps in minutes (matching by diagnosis, age, location, insurance)

Maintains real-time provider data (availability, verification, insurance networks)

Organizes care across 6 dimensions (medical, therapeutic, educational, nutritional, recreational, family support)

Uses progressive disclosure UX to reduce cognitive load for overwhelmed families.

Includes provider self-service portal, family collaboration/sharing, and action-oriented interfaces (booking, calling, wait times, travel time, insurance pre-verification)

Impact.

First appointment within 48h
67%

faster (7 days → 48 hours)

Time to care
-94%

3–6 months → 1 week

Misdirected costs saved
$2.3M

~8 wrong-fit visits elim/family

Families served/month
200x
Provider participation
89%
Provider mgmt overhead
-75%

LTV impact: Families who find care fast stay on the platform for ongoing navigation. The 6-dimensional CMap creates ongoing engagement (not a one-time lookup).

Retention: 67% booking within 48 hours = immediate value delivery = strong early retention signal. Family collaboration features (sharing CMaps with partners/grandparents/caregivers) create multi-user stickiness.

Conversion: 89% provider participation rate means supply side is strong. 67% booking within 48h is effectively a conversion metric — from CMap generation to action taken.

CAC: Not directly measured, but the 200x scale without adding Family Champions implies near-zero marginal CAC per family. Provider self-service portal reduced acquisition/management costs by 75%.

UX: Mobile-first (73% mobile usage), progressive disclosure (top 3 providers → expand → deep dive), action-oriented cards (direct booking, one-click calling, travel time, insurance pre-verification), family collaboration with permission levels.

Features.

AI-powered CMap generation (diagnosis, age, location, insurance matching)

Real-time provider verification and network management.

Provider self-service portal.

6-dimensional care framework (medical, therapeutic, educational, nutritional, recreational, family support)

Family collaboration & sharing with permission levels.

Smart provider verification + trusted reviews.

ML-based outcome learning (matches improve over time)

Subprojects.

1
Family-facing CMap platform (PWA) — core care navigation for families
2
Provider self-service portal — onboarding, profile management, metrics visibility (reduced overhead 75%)
3
Provider verification/network management system — real-time data pipeline for provider accuracy.
4
Family collaboration layer — sharing CMaps across caregivers with permission levels.
5
Analytics/insights engine — aggregated anonymized data revealing care gaps (led to 2 new therapy clinics in underserved areas)

AI.

Intelligent matching engine: Diagnosis-specific care pathway generation (replicating Family Champions’ mental models)

Real-time provider analysis: AI continuously monitors provider ecosystem changes (availability, insurance network updates, waitlist shifts)

Smart provider verification: Automated quality signal detection and verification.

ML outcome learning: Models improve match quality based on outcomes over time

Predictive care planning: Anticipating needs 6–12 months ahead (mirroring what Champions did instinctively)

Technologies and integrations.

Azure
Azure Active Directory
Azure Active Directory B2C
Azure Event Grid
Azure Functions
Azure SQL Database
Twilio
Azure App Service
Azure SignalR
React
MUI
SendGrid
Figma