Greenway Telehealth™

Context

As the healthcare landscape evolves from a model centered around in-person care to one increasingly supported by virtual interfaces, medical practices require solutions to seamlessly integrate different modalities of care delivery. Greenway Health tasked our UX team with developing an accessible Telehealth platform to expand access in a cost-effective, patient-centered manner.

Virtual care tools are the future of healthcare delivery, and we are proud to have worked so closely with our customers to develop this solution that meets their unique needs.” - David Cohen, Chief Product and Technology Officer, Greenway Health

Objective

My central objective was to design an intuitive Telehealth platform capable of addressing the pressing demand driven by the public health crisis. However, I also remained dedicated to engineering extensibility into the architecture and user experience to ensure the solution could facilitating natural evolution alongside the nascent virtual care market.

As utilization of the initial design rapidly expanded, I sought to continuously refine and future-proof the platform. This allowed it to sustainably meet the morphing requirements of both healthcare providers and patients for years to come. By prioritizing flexibility, adaptability and an obsessive focus on the user, I aimed to create a solution that could seamlessly incorporate innovation while resisting obsolescence - even as utilization patterns, technologies, regulations and clinical models inevitably transformed in the years ahead. This methodology supported the vision of a Telehealth platform enabling accessible, high-quality care long after the immediate pandemic subsided.

My Role

When I assumed responsibility for the initial design, my focus shifted to refinement with an emphasis on longevity. As a Senior UX designer leading this effort, I understood the strategic importance of success in this burgeoning Telehealth market and how it represented Greenway's important entry. My vision was to evolve the design beyond addressing only the immediate crisis, instead engineering a solution with scalability and flexibility to sustain our presence for years to come. Through prioritizing extensibility and usability over time, I aimed to establish this platform as a foundational offering that could facilitate our customers' evolving needs well into the future as virtual care transformed healthcare delivery.

Methodology

To create a solution addressing both immediate and long-term demands, my methodology incorporated exploratory research, agile design processes, and rigorous user testing. Initial desk research provided market and industry insights to inform requirements. Collaborative work sessions with providers and patients generated qualitative feedback on pain points and future needs. An iterative user-centered design approach applying rapid prototyping allowed continuous refinement based on quantitative and qualitative testing data. This evaluated solutions' efficacy and intuitiveness as use cases evolved, with validation ensuring performance maintained over time. Through this adaptive, evidence-based process emphasizing ongoing learning and cross-functional collaboration, I aimed to develop a Telehealth platform equipped for both flexibility and sustained value beyond the crisis.

Results

The results demonstrated the platform fulfilled its original goals of providing accessible virtual care through the pandemic at a national scale. However, by thoroughly envisioning flexibility and continuously refining with longevity in mind, the solution proved far more impactful by supporting sustained value well into the future.

Most notably, sustained adoption indicated refinements successfully anticipated varied evolving landscapes like hybrid models blending remote and in-person care. User satisfaction remained high as the design seamlessly integrated innovation. By prioritizing extensibility and evolvability from the outset, the Telehealth platform established itself as the foundational solution providers depended on for years after the initial crisis ended. The methodology of rigorous testing with an eye on the future directly supported this strategic outcome.