Telehealth

Product Experience

Problem Space 

Problem Statement  

“How might we design a telehealth application that can transform how healthcare is delivered and experienced?

Problem Background  

The Telehealth app seeks to address the challenges of accessing timely and convenient healthcare services, particularly for individuals in remote areas, those with busy schedules, and vulnerable populations facing mobility issues. It aims to bridge the gap between healthcare providers and patients by leveraging technology to offer secure, efficient, and user-friendly virtual consultations, thereby enhancing the quality and accessibility of healthcare.

Research Insights

User Pain Points

“Our research methodology involved engaging with over 200 participants. These included patients from both rural and urban settings, busy professionals, elderly individuals, healthcare providers, and caregivers.”

• Users of the Telehealth platform face significant barriers in accessing healthcare, including the long distances to facilities for rural residents and scheduling conflicts for busy professionals. 
• Elderly individuals and those with mobility issues struggle with the physical demands of in-person visits. 
• The fragmentation of health records across providers adds complexity and frustration to health management.
•  These challenges highlight the critical need for a Telehealth solution that offers easy access, convenience, and integrated health management. Such a platform aims to transform healthcare delivery, making it more user-friendly and accessible for everyone.

Supporting Data

According to a survey by the National Center for Health Statistics, over 20% of working adults reported difficulty in scheduling doctor's visits during regular business hours, underscoring the need for more flexible healthcare options.

The Persona I created for my project is for a busy professional who 

User Persona

User Story Reference: Busy professional.

• Scenario: The user wants to find and book appointments outside of regular working hours.
• Acceptance Criteria:some text
  • The platform offers filtering options for providers offering consultations during evenings or weekends.
  • Users can book appointments without needing to call the provider's office.
  • Immediate booking confirmation and calendar integration are provided.

Feedback

“Our preliminary user research to validate this problem with undergraduate students in Nigeria found that ..”

Landing on the Solution

Based on the identified user pain points, the Telehealth platform aimed to implement several key features to address these challenges and improve the overall healthcare experience for users. Here are the features designed as solutions to the specific pain points:

1. Flexible Scheduling and 24/7 Access: To combat the issue of scheduling conflicts and provide services to those with busy lifestyles or in different time zones, the platform offers flexible scheduling options, including after-hours appointments and 24/7 access to certain healthcare services.
2. Geographical Independence: Addressing the distance barriers faced by rural residents, the platform enables users to consult with healthcare providers regardless of their physical location, reducing travel and making healthcare more accessible to those in remote areas.
3. User-Friendly Interface for All Ages: Recognizing the technological challenges faced by elderly users or those less familiar with digital tools, the platform features a simple, intuitive interface with clear instructions, large buttons, and easily navigable menus to facilitate ease of use.

Explanation of Solution

After conducting user interviews and analyzing feedback, the final solution for our Telehealth platform focused on implementing a user-friendly interface with easy navigation for all age groups, integrated health records for seamless care continuity, and flexible scheduling options to accommodate users' diverse lifestyles and time constraints.

 This approach aimed to enhance accessibility, ensure comprehensive care management, and provide convenience, directly addressing the core needs and challenges identified by our users.

User Flows/Mockups

Here's the Telehealth App User Flow diagram:

User Flow for Telehealth App

For Patients

• Onboarding and Registrationsome text
  • User downloads the app and is greeted with an onboarding screen that highlights key features.
  • User registers for an account, providing necessary details like name, email, and creating a password. Optionally, connect health insurance information.
• Profile Setupsome text
  • User completes their profile, including health history, current medications, allergies, and preferences for healthcare providers.
• Main Dashboardsome text
  • User lands on the main dashboard, showcasing options to book a new appointment, view upcoming appointments, access health records, and explore health resources.
• Booking an Appointmentsome text
  • User selects "Book Appointment" and is prompted to describe their symptoms or select a consultation reason.
  • The app suggests healthcare providers based on the user's input, preferences, and past visits.
  • User selects a provider and chooses an appointment time from the provider's available slots.
• Pre-Consultationsome text
  • User receives appointment confirmation with details and a checklist or requirements for the consultation (e.g., being in a quiet room, having a good internet connection).
• Virtual Consultationsome text
  • User receives a reminder notification before the appointment.
  • At the appointment time, user joins the virtual consultation through the app.
  • Consultation takes place with video, audio, and chat functionalities.
• Post-Consultationsome text
  • User receives a summary of the consultation, including any prescriptions, recommended tests, or follow-up appointments.
  • The app updates the user's health records with information from the consultation.
• Feedback and Paymentsome text
  • User is prompted to provide feedback on their experience and rate the provider.
  • If applicable, user completes payment through the app or confirms coverage with their health insurance.

For Healthcare Providers

• Registration and Profile Setupsome text
  • Provider signs up, verifies their credentials, and sets up their profile, including specialties, availability, and consultation rates.
• Dashboardsome text
  • Provider has access to a dashboard displaying upcoming appointments, patient queries, and notifications.
• Appointment Managementsome text
  • Provider reviews and manages appointment requests, sets availability, and prepares for upcoming consultations.
• Conducting Consultationssome text
  • Provider receives reminders for upcoming appointments.
  • Provider conducts the consultation using the app's video, audio, and chat features, accessing patient health records as needed.
• Post-Consultation Follow-Upsome text
  • Provider updates the patient's health record with a summary of the consultation, prescriptions, and any recommendations for follow-up care.
• Feedback Reviewsome text
  • Provider reviews feedback from patients to improve service quality.

Future Steps

For the Telehealth app to remain competitive, relevant, and user-centric, future steps should focus on continuous improvement, expansion, and adaptation to emerging healthcare trends and technologies. Here are key areas to address:

1. Advanced AI and Machine Learning Integration

• Personalization: Use AI to offer personalized healthcare recommendations based on user health data, improving patient outcomes.
• Diagnostic Support: Implement AI-driven diagnostic tools to assist providers in making more accurate diagnoses and treatment plans.

2. Enhanced Data Security and Privacy

• Regularly update security protocols to protect patient data, ensuring compliance with global data protection regulations.
• Implement blockchain or other advanced technologies for secure, tamper-proof health records.

3. User Experience (UX) Improvements

• Continuously gather user feedback to refine the app’s interface and functionalities, making it more intuitive and accessible.
• Implement augmented reality (AR) or virtual reality (VR) for more immersive and interactive healthcare experiences, such as virtual physiotherapy sessions.
  

Prototype for the Telehealth app is shown below

The first screen helps the user to get started with the telehealth program.

The second screen helps the user schedule an appointment

The third screen is for the user to pick the intended service

The fourth screen is the user profile, showing his appointments and reminders.

Telehealth App

‍Appointment scheduling screen

Schedule appointment with a Specialist using calender

References:

https://www.productplan.com/learn/what-is-product-management/

Telehealth Interventions to Improve Chronic Disease | cdc.gov

https://telehealth.hhs.gov/patients/understanding-telehealth

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