Unified clincal Queue
Unify a platform that had become fractured
Project Description
Bringing the SaaS back.
On July 1, 2020, Teladoc Health acquired InTouch Health for $600M. InTouch specialized in time-critical services for dozens of hospitals and health systems (HHS). At the core was a clinical queue that coordinators and providers used to manage and track workloads.
Over time, InTouch had customized its platform so extensively for individual clients that no unified system remained. The result was a fragmented, costly platform that was difficult to maintain or enhance. I led the effort to design to streamlined all existing use cases into a single unified platform.
Project Goals
Return to a multi-tenant platform
Enable customer's clinical and admin users to complete their workflows in a configurable multi-tenant platform without friction from workflows that don’t apply to them.
Make switching the obvious path
Because switching couldn’t be forced, the new platform had to deliver an experience so valuable and intuitive that customers would choose it willingly.
Discovery
"What exactly does our platform(s) do?"
For existing customers to adopt the new platform, it was essential that they could complete their current use cases. My first task was to identify and document these. Unfortunately, past onboarding had been poorly documented, and many of the people involved were no longer with the company.
I set out to piece together a complete picture of customer use cases through three approaches:
Auditing Environments – Partnered with QA and Engineering to access lower environments for all customer implementations.
Customer Interviews – Collaborated with the Success team to interview every active customer.
Internal Interviews – Spoke with all internal stakeholders who had participated in onboarding over the years, including two former employees who generously shared their knowledge.
Below is a sample of the use cases I defined.
Generative Research
A great many areas for improvement
Through the use case interviews, we also recruited 36 frontline users across key roles—doctors, nurses, care coordinators, and administrators. Because the product had seen little evolution over the past year, these sessions quickly revealed a strong appetite for improvements and new features.
"Why is everything on a different tab? I spend a lot of time jumping from one screen to another to complete tasks" -MD2
Sample screen of legacy platform
Solution
Integrating all visit types into a single view via a highly scannable and functional card
To support this, we designed responsive card that was broken down into task oriented blocks.
At left “Logistics” block that surfaced the most critical information using clear typography and iconography for faster scanning. We also streamlined the cards by removing extraneous details and consolidating an inconsistent set of statuses.
Users wanted faster ways to work—they didn’t want to open a case just to assign it, start a video call, or reply to a message. We addressed this by adding inline actions to the cards, streamlining their workflow.
Creating a flexible framework for optimizing views for different tasks.
With more information available in a single view, we expanded filtering options and added grouping and layout controls.
By combining these features, users could tailor the queue to a wide range of tasks. We then introduced Saved Views, allowing users to store their preferred filter, group, and layout settings and return to them instantly.
For example, a provider could save a view showing only the cases assigned to them for today and tomorrow.
Or, when assigning cases, they could switch to a team-wide view to balance workloads across providers.
Allowing users to focus on their selected case without feeling like they lost their place.
Instead of notifying suppliers when ever something became available for completion we created a To-Do digest that was sent once a week.
Results
Customer Adoption
70% of customers switch to the new platform within the first six months. With all remaining migrating by end of year.