Situation

Clinical services contractually require telehealth appointments. The current solution does not meet evolving security, scalability, and performance needs. This risks service instability, compliance gaps, and inability to support future programs.

Goals

• Create a modular telehealth micro front end any business unit can plug into a services solution.
• Adopt responsive design and meet accessibility standards.

Task

We held user research resulting in a service blueprint mapping front-end and back-end experiences. I was responsible for the appointment experience after user authentication.

Action

Team Participation

Prioritized business units, clinical stakeholders, and patients.

My Role

• Exploratory user research to understand requirements, needs, and expectations
• Participation in creating an end-to-end service blueprint
• Strategic thinking across products requiring telehealth. Created a mental model of the user experience
• Crafted low-fidelity and high-fidelity artifacts and prototypes

Impactful Results

• A reusable, scalable, and maintainable telehealth solution that accelerates onboarding of future programs and features
• Device agnostic branded and coherent user experience leveraging the design system
• Greatly increased user satisfaction from UX heuristics such as agency and sense of place