OVERVIEW
A cancer center needed to embrace technology quicky when the world shut down. In order be able to help patients with cancer, they had to create a Telehealth platform quickly. It was apparent the platform needed to be fixed.. Patients were having a hard time logging in to their Telehealth visits, physicians did not always make it at the time of the appointment, and a slew of other pain points.

MY ROLE
Partnering with operations, engineering, clinical informatics, customer service to uncover pain points and areas for optimization.

APPROACH
Orchestrating every touchpoint was the key to our success. From the emails sent with the appointment details, the “waiting area” where patients can receive messages from the care team when a physician is running late, and designing the screen that delights the user.