TigerConnect — Virtual Waiting Room
I designed the virtual front door that helps support check-ins and triage patients to their appropriate services.
OVERVIEW
Telehealth is simply the use of digital information and communication technologies to access health care services remotely and manage your health care. The Virtual Waiting Room project routes patients to the virtual front door or a practice that helps support check-ins and triage patients to their appropriate services.
As the design lead, I collaborated with 2 product managers, Web/ iOS/ android/ Backend managers, VP of product, internal clinical team, and external healthcare partners.
Leading contextual interviews & synthesis.
Planning & scope definition with the VP of product & product managers to spec out MVP.
Conduct research on competitors & industry best practices.
ROLE
Lead Product Designer
TIMELINE
2020 Q4 (2 Weeks of research, 6 Weeks of Design)
OUTCOMES
Research, design guide, and digital assets
LINKS
Context
People Problem
Even aside from the impact of covid 19, the biggest pain point involving both patients & medical professionals is the need for a more efficient intake process. Incredible amounts of resources are being wasted in the form of time, staffing, and inferior physical waiting experience. Routing patients to the virtual front door solves that problem by helping check-in and triage patients to their appropriate services easier.
Business Goals
To continue to impact the healthcare communication & collaboration space and grow, it’s imperative to address the enterprise clients’ need of:
Managing resource allocation for patient visits.
Reducing no-shows.
Improving patient satisfaction by offering more convenience.
Healthcare industry's need for patient-initiated, real-time communications.
Product Solution
TigerConnect, as a telehealth business with over 3M users using the app, can provide medical practices to help patients set up and meet their medical needs virtually within the preexisting app.
Outcomes and Conclusion
The Virtual Waiting Room project was one of the first telehealth initiatives launched from TigerConnect and was received by the entire internal organization & close clients with excitement. The sales & Community team are ramping up the channels to start engaging the public and the engineering team is finishing up the UAT as I finish typing this case study.
This was an Extra Large T-Shirt item in terms of investment, scope, and impact on the direction of TigerConnect and it was a super exciting project to be a part of. I’m proud of challenging the status quo of the design team’s comfort level and pushing the design forward by setting better UI/UX standards. I empowered my immediate product team to develop a better process for research and UX best practices. Learning more about release planning, negotiations with engineers & the product team on delivery state refinement was really engaging new lessons to learn as well.
One big personal takeaway for me was gaining a new perspective on the communication platforms. It really comes down to delivering the right information to the right person at the right time. Internalizing this truth after trudging through the murky complexity of the health tech product stream really opened my eyes.
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