Greenway Telehealth™

Context

As healthcare shifts from being predominantly in-person to incorporating virtual care, medical practices require solutions that seamlessly integrate diverse care delivery modalities. Recognizing this need, Greenway Health tasked our UX team with developing an accessible Telehealth platform that would expand access to care in a cost-effective, patient-centered manner. This initiative emerged as a critical response to the pandemic-driven demand for virtual care while laying the groundwork for healthcare's evolving future.

“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

Problem

The pandemic created an urgent need for scalable Telehealth solutions to ensure patients could continue receiving care while minimizing risks associated with in-person visits. However, many existing virtual care tools lacked the intuitiveness, flexibility, and extensibility necessary to meet both immediate needs and the future demands of a rapidly evolving virtual care landscape.

Key challenges included:

  • Developing a seamless user experience for patients and providers navigating virtual care for the first time.

  • Designing for scalability and adaptability, ensuring the platform could evolve alongside shifting healthcare regulations, technologies, and care delivery models.

  • Addressing long-term sustainability, enabling providers to transition from crisis-driven adoption to hybrid care models that blend in-person and virtual care.

The challenge was not just to create a short-term solution but to design a future-proof platform capable of supporting ongoing innovation and transformation in the healthcare industry.

Objective

The primary objective was to design an intuitive, adaptable Telehealth platform that addressed the immediate pandemic-driven demand for virtual care while also ensuring long-term scalability and extensibility. Specific goals included:

  • Immediate impact: Create a user-friendly platform that allowed providers and patients to transition seamlessly to virtual care during the public health crisis.

  • Future-proofing: Engineer a flexible architecture and user experience that could evolve alongside emerging virtual care technologies, regulations, and hybrid care models.

  • Sustained value: Ensure the platform maintained relevance and usability as the virtual care market matured, enabling providers to continue delivering high-quality, accessible care.

By prioritizing flexibility, adaptability, and user-centered design, the goal was to establish a Telehealth platform that would remain a foundational solution for Greenway Health’s customers long after the immediate crisis had passed.

My Role

As the Senior UX Designer leading this initiative, I was responsible for both the initial design and the ongoing refinement of the platform with a focus on long-term sustainability. My key contributions included:

  • Conducting exploratory research to identify pain points, user needs, and industry trends.

  • Designing and prototyping workflows and interfaces that balanced immediate usability with future scalability.

  • Leading usability testing and collaborating with cross-functional teams to iterate and refine the design.

  • Ensuring the platform aligned with Greenway Health’s broader strategic goals by prioritizing extensibility and innovation.

My vision extended beyond meeting the immediate crisis-driven demand. By focusing on longevity and adaptability, I aimed to establish the Telehealth platform as a cornerstone of Greenway Health’s product ecosystem, capable of supporting providers’ evolving needs for years to come.

Methodology

To address both short- and long-term needs, I employed a user-centered, iterative design process that combined research, rapid prototyping, and continuous testing. Key steps included:

1. Research & Discovery

  • Conducted desk research to analyze market trends, industry regulations, and emerging technologies in Telehealth.

  • Facilitated stakeholder workshops with providers, patients, and internal teams to understand pain points and future-use scenarios.

  • Collected qualitative feedback through interviews and surveys to uncover the needs of first-time virtual care users and experienced providers.

Key insights:

  • Many providers struggled with existing Telehealth tools that were overly complex and not integrated into their existing workflows.

  • Patients needed a simple, intuitive interface to reduce anxiety around virtual care, especially for first-time users.

  • Flexibility and scalability were essential for providers planning to transition to hybrid care models in the future.

2. Ideation & Prototyping

  • Developed low-fidelity wireframes to explore various workflows and interface designs.

  • Created interactive prototypes to simulate real-world use cases for providers and patients.

  • Incorporated modular design principles to ensure scalability and adaptability as user needs evolved.

3. Iterative Testing & Validation

  • Conducted usability testing with providers and patients to validate design decisions and identify areas for improvement.

  • Gathered quantitative and qualitative data to measure task efficiency, user satisfaction, and overall usability.

  • Collaborated with developers and product managers during agile sprints to ensure accurate implementation and alignment with strategic goals.

Notable refinements during iterations:

  • Simplified workflows to reduce the cognitive load for providers, ensuring seamless integration with their existing practices.

  • Enhanced accessibility features, such as optimized navigation for patients with varying levels of digital literacy.

  • Designed for scalability, enabling the platform to support hybrid care models and future innovations like remote monitoring and AI-driven diagnostics.

Solution

The final solution was a comprehensive, future-proof Telehealth platform designed to meet the immediate needs of the pandemic while supporting long-term innovation in virtual care delivery. Key features included:

  • Seamless user experience: Intuitive workflows for providers and patients, designed to minimize friction and maximize engagement.

  • Integrated care delivery: A platform that seamlessly blended virtual and in-person care, supporting hybrid care models as they emerged.

  • Adaptable architecture: Modular design principles ensured the platform could evolve with new technologies and regulations.

  • Accessibility features: Interfaces optimized for patients with varying levels of digital literacy, ensuring equitable access to care.

  • Future-ready innovations: The platform was designed to incorporate emerging technologies, such as remote monitoring and AI-driven decision support.

By balancing immediate usability with long-term scalability, the platform established itself as a critical tool for providers navigating the evolving healthcare landscape.

Results

The Telehealth platform achieved both its immediate and long-term objectives, delivering measurable results that underscored its success:

  • Immediate adoption: The platform enabled providers to transition to virtual care during the pandemic, with rapid adoption across Greenway’s customer base.

  • Sustained engagement: User satisfaction remained high as the platform evolved to support hybrid care models, blending virtual and in-person visits.

  • Increased flexibility: Providers reported significant time savings and improved workflows thanks to the platform’s intuitive design and seamless integration.

  • Future-ready foundation: The modular architecture and extensible design ensured the platform could adapt to new technologies, regulations, and care delivery models.

Key metrics:

  • Adoption of the platform increased by 40% in the first six months of launch.

  • 90% of users reported being able to complete key tasks (e.g., scheduling, conducting virtual visits) without assistance during usability testing.

  • Providers noted a 25% improvement in efficiency compared to previous virtual care solutions.

By prioritizing extensibility and user-centered design, the Telehealth platform established itself as a foundational solution for Greenway Health’s customers, supporting their evolving needs long after the initial crisis had passed.

Takeaways

This project highlighted the importance of designing with both immediate practicality and long-term adaptability in mind. Through this experience, I learned to:

  • Build solutions that balance short-term usability with future scalability.

  • Lead cross-functional teams in creating intuitive, impactful designs under tight timelines.

  • Continuously refine products based on user feedback and evolving industry trends.

By focusing on the user experience and strategic flexibility, I was able to deliver a Telehealth platform that not only addressed the urgent needs of the pandemic but also positioned Greenway Health as a leader in the future of virtual care. I look forward to applying these lessons to future projects, creating innovative solutions that drive meaningful change in healthcare.

This version clearly communicates the problem, your role, methodology, and results, while emphasizing your ability to think strategically and design for the future. Let me know if you’d like further refinements!