Role: Improving the platform doctors use to care for their patients, which is also used by secretaries and agents. The company acquired a third-party platform that required major updates and adaptation to external constraints.

Company's challenge: Simplify doctors’ experience and encourage greater adoption of the platform. The goal was to make appointments faster and more effective.

My challenge: align and manage stakeholder expectations, design high-fidelity solutions within strict constraints, and prioritize projects with the highest potential impact.

Outcome: The work laid the foundation for future improvements by clarifying user needs, aligning stakeholders, and exploring solutions to key pain points, even though many projects were not implemented during my time.

Clarifying online care eligibility

I started with a project on patient appointment cancellations, which revealed that many issues actually stemmed from the booking process. Patients weren’t sure what conditions could be treated online, so we redesigned the flow to make this clearer and reduce cancellations.

Calendar integration

I worked on integrating external calendars with Teladoc’s scheduling system to prevent double bookings when doctors managed patients across multiple platforms.

Follow-up appointment assistant

I contributed to redesigning the tool doctors and medical staff use to schedule follow-up visits. This involved understanding the workflows of doctors and secretaries who coordinated across multiple physicians, ensuring patients were matched with the most optimal time slot. As part of this, we redefined the appointment status system so it made sense for each type of user (doctors, staff, patients).

Through these projects, I focused on reducing friction in telehealth workflows, making scheduling more transparent, and improving the collaboration between doctors, patients, and medical staff.

Let's work together and get the whole pochi experience!