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2023-2024
Teladoc Health

Virtual visit management

As a Whole-person care design lead, I led the design strategy for Tealdoc's virtual telemedicine visit management hub, from initial research through to launch, impacting a large user base (over 90M+) across all features of the health app.
Collaboration with:
Product manager, UX researcher, Content strategist, Clinical strategist, Data scientist, Native mobile & web engineers, WCAG team, Design system team
UX strategy & planning
Work with a clinical strategist
Heuristic analysis
Co-leading qualitative research
UX leadership & advocacy
Scaling design system
Objective

How can we improve member engagement in their care journey by offering a guided virtual visit experience?

Goal for user experience

Increase transparency and ease of use ratings through comprehensive information from pre-visit to post-visit

Goal for Clinical outcome

Enhance clinical quality outcomes by offering concise instructions to members for updating medical histories, pre-visit checklists, and lab test results.

Goal for buisiness

•Reduce late cancellations and no-shows
•Increase pre-visit check list completion rate by 3%.
My approach for the project

1.
Aligning user needs with clinical and business success metrics.

2.
Prioritizing rapid launch to gather early user feedback and enhance the delightful experience in next versions.
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Problem identificaion

• Current UX analysis to find friction
• Gather members’ feedback from multiple channels by working with product ops team
• Analysis on Web search data and FAQ utilization

Strategy mapping

• Matching users Jobs to be done to success matrix
• Roadmap refinement with PM partners
• Alignment with stakeholders including clinical strategy team, each service line owners, development team and leadership team

Design development through qualitative research

• Co-lead qualitative research with UX researcher
• 6 participants/ 1:1 individual interviews/ 60min duration
• Led research synthesis

Final design delivery

• Fixing mobile development team's constraint
• WCAG review
• Data instrument implementation
Identifying problem

What were the problems with the existing experience?

To kick off the project, I guided the team to examine users' pain points using monthly user reports and current user experience analysis, ensuring our solutions are closely aligned with identified issues.
Mockup

Poor expectation setting  for cancellations, prescriptions, excuse notes

The absence of late cancellation guidelines resulted in poor pre-visit preparation and an increase in customer support tickets.
Mockup

Use of medical jargons and lack of context

The use of ICD codes from the provider side in users' visit histories made it difficult for users to easily navigate their past visit reviews.
Mockup

Inability to manage cancelled visit and no-show balances

The lack of records for cancelled and no-show visits created a frustrating experience for users trying to determine their account balance
Collecting users' painpoint from four different channels
Strategy Mapping

Identifying right solutions through members' end to end care journey

Led heuristic analysis

I mapped out the users' end-to-end visit experience to approach solutions with systemic thinking.

Led generating ideas as a team

I encouraged the team to think outside the box to generate ideas, as this could also aid in refining our roadmap.
Ideation map
Strategy Mapping

Aligning painpoint, solution and expectied success metrics

Our team identified a range of valuable ideas, focusing on the most achievable ones that promised substantial impact. As the design lead, I translated these ideas from our ideation workshop into actionable solutions, aligning them with success metrics that address user, clinical, and business needs. Throughout this journey, I collaborated closely with a clinical strategist, a data scientist, a content strategist, and a product manager to ensure a comprehensive and effective implementation.
Design development

Led design implementation roadmap

In response to the pressing need for a quick MVP launch within existing technological limits, my design approach prioritized impactful, feasible solutions. I consciously refrained from introducing new component designs that would burden the development process, especially under rigid coding requirements. Instead, I strategically aimed to enhance the mobile user experience by collaborating effectively with the design system team and planning for a phased introduction of advanced features in subsequent versions.
MVP design map
Design development

Design iterations while fixing development team's contraints

Although my initial design direction focused on a minimum viable product, I faced challenges due to mobile development constraints in delivering that standard. To address this, I led communications among three development teams and design system team to understand each team's dependencies, blockers and shareable design tokens within our timeline. As a result, I successfully delivered my proposed design, even though initially, every team member thought it was not feasible.
Design iteration
Design iteration
Design iteration
Design iteration
Design development

Co-leading qualitative research and synthesis to finalize the design

To validate the design proposal, I co-led qualitative research with a user researcher. We conducted one-on-one interviews with six individuals, each having diverse healthcare needs, lasting 60 minutes. The results were successful; the design proposal closely aligned with the participants' mental models.

Research result summary:

Navigation

All six participants successfully completed the expected tasks.

Visual affordance

Two individuals found the dermatology visit card confusing, which I addressed in the final design.

Vocabulary

All participants clearly understood the controlled vocabulary.

Guide & context

All participants grasped the late cancellation guidance, including where to check their balances.
Research synthesis
Final design

Final design rollout: Launched in April 2024, now accessible to over 90 million members

No upcoming vist card (New)

Instead of treating the 'No Upcoming' card as dead space, I use it as an opportunity to prompt users to request a visit, thereby increasing the visit conversion rate with easy access.

Prepare upcoming visit (New)

Based on insights from a clinical strategist, I developed clear guidance to help users update their medical history and lab results, which are crucial indicators of clinical outcomes.

Visit policies (New)

To alleviate members' pain points and reduce customer support tickets, I collaborated with a content strategist to provide comprehensive guidance for upcoming visits in a single location.
Before and after design
Before and after design
Before and after design

Past visit (Update)

Eliminate medical jargon and provide clear, comprehensive information about users' past visits, including service type, provider name, and reason for visit, in user-friendly language.

Canceled visit (New)

Developed a "Cancelled Visits" tab where users can view all their cancelled visits, including no-shows and late cancellations, and check their balances, benefiting both users and the business.

Share your health records (Update)

Improve content and visual hierarchy using controlled vocabulary to provide clearer, more actionable calls to action.
Before and after design
Before and after design
Before and after design
Final design

Feature pairity across mobile app to web responsive

Dashboard mockupiPhone mockup
Impact Analysis:

Actively assessing how the new design affects members, clinical practices, and business performance using Amplitude

Launched in April 2024, this feature is now accessible to all our members. We are actively addressing member feedback and collecting result from data instrument. So far, the response has been extremly positive.
Member experience

•Positive feedback through consumer report

•Visit summary click through rate 2% increased

Business outcome

•40% 'View invoice balance' click through rate in 3 weeks
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•Visit summary click through rate 2% increased
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•38% click through rate on 'Cancelled visit' tab in 3 weeks

Clinical outcome

•Medical history view rate 8% increased in 3 weeks

© 2024 Anna Oh
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