Situation

Clinical business services contractually require telehealth appointments. The current solution uses old technology lacking modern features and capabilities.

Goals

• Create a modular telehealth micro front end any business unit can plug into a services solution.
• Adopt responsive design and meet accessibility standards including 508 compliance.

Task

Our team was responsible for user research resulting in a service blueprint mapping front-end and back-end experiences. I was responsible for the appointment experience in Stage 4: Join Video Session.

Action

Team Participation

Worked with prioritized business units and stakeholders.

My Role

• Exploratory user research to understand requirements, needs, and expectations
• Participation in creating an end-to-end service blueprint
• Created a mental model of the user experience
• Created low-fidelity and high-fidelity artifacts and prototypes

Result

• Scalable and maintainable telehealth solutions adaptable to any business service
• Device agnostic branded and coherent user experience
• Greatly increased user satisfaction from UX heuristics such as agency and sense of place