AboutThe merger of PerfectServe, Lightning Bolt and TelMediq into one company brings a lot of opportunity. But the potential can only be fulfilled by unifying the product experience while different teams operate with different timelines, priorities and technologies.
The client needed a robust enterprise roadmap as well as a product suite that would capture new deals.Scaling up existing apps to handle 10x more customers and data loads.
Integrating disparate apps, technologies and software to have a consistent user experience.
Converting potential into actual deals with a unique product offering.
Introduce a new product to handle the COVID-19 pandemic.Challenges
Overcoming ChallengesI led the design thinking exercises with key stakeholders across all 3 major offices and quickly identified the video based appointment app as the first deliverable vital for both the COVID-19 pandemic and the company.
The UX team worked with the in-house mobile app team to create a new platform for the video consultation app as well as all other apps going forward. Following this, we quickly established the MVP using the remote UX process. The mobile app was launched in record time and has been serving patients who need remote consultations ever since.Hypothesis and Analytics Backed DesignDesign strategy was implemented across 3 hubs and 5 different products.
I led the design team with a total of 15 designers to work with 50 product managers and 100+ engineers to achieve this result.Design Thinking50+ events (remote and in person) were conducted to implement the product design
Company leaders were convinced to implement global changes to realize the predicted impact.Prototype, Iterate, Deploy5 products were deployed in 20+ countries using this approach.
Updates and iterations ensured that success was always followed upon with improvement.
Integrations FrameworkThrough interviews and user research, I identified the biggest pain points related to data silos and information transfer. This user-centric approach helped map out the ideal integration experience. Specifically, I focused on understanding how clinicians, administrators, and other healthcare professionals currently switch between different software programs and the frustrations they encounter.OnboardingExisting and new customers face a common problem of onboarding their physicians and staff onto the software. By creating a common platform that automates and speeds up this step, we remove a lot of pain and manual entry.Secure CommunicationClinician-clinician and Clinician-patient communications need to be encrypted and secure in order to be compliant. By integrating with providers like Spok, Tigertext and others, I enabled the PerfectServe platform to have an easier way to achieve this goal.Hospital ManagementBig providers like Epic, G2, Capterra etc. almost always need to be communicated with. By including this in the framework and creating a uniform way for engineers to create new integrations and maintain existing ones, the integrations platform enabled PerfectServe fully.
Design Strategy Powers HealthcareThe UX team delivered a further set of apps based on the new framework to help with managing the entire hospital infrastructure. This included patient and physician scheduling, physician-patient messaging, invoice generation and directory infrastructure. The new framework has reaped rich rewards, enabling the success of Telmediq and other platforms.
Furthermore, the remote clinician app served thousands of patients during COVID 19, being delivered in record time.New ProductsIntegrations Framework
Remote Checkup mobile app57 unmoderated prototype tests 3 software platforms tested Data Driven Methods
Raw CityscapeThe only way to make sense out of change is to plunge into it, move with it, and join the dance.
The KingdomZen does not confuse spirituality with thinking about God while one is peeling potatoes. Zen spirituality is just to peel the potatoes.Going in DeepTo have faith is to trust yourself to the water. When you swim you don't grab hold of the water, because if you do you will sink and drown. Instead you relax, and float.Galactic OnenessThings are as they are. Looking out into it the universe at night, we make no comparisons between right and wrong stars, nor between well and badly arranged constellations.Wonderful SunriseYou and I are all as much continuous with the physical universe as a wave is continuous with the ocean. Create IntegrationBut the attitude of faith is to let go, and become open to truth, whatever it might turn out to be. LogsBut the attitude of faith is to let go, and become open to truth, whatever it might turn out to be.
Results Best in KLAS Awards 2020-22
Onboarding time reduced by more than 50%
5 New deals worth more than $1M ARR
Successfully serving 5x more users
