Role ā Product Development & User ResearchCollaborated closely with Engineering, Clinical Support, Product Design
The Situation
In a competitive and rapidly evolving tele-health landscape, our platform was faced with the challenge of introducing a high-impact, high-risk service to remain competitive.
šĀ This feature, which we'll refer to as a "high-risk feature," was aimed at providing critical healthcare services to women who were eligible.
Given the delicate nature of the service and the existing competitive offerings, our executive leadership set an aggressive timeline of just two months for its launch. With just one engineer and one clinical support counterpart, the task was to not only research and map out the medical process but also ensure that we could safely and effectively integrate this service into our platform.
The Process
1 ā Initial Research and Planning
Our journey began with an in-depth exploration of the medical process, led by our clinical support counterpart. This groundwork allowed us to understand the necessary safety and eligibility checks needed for the service. From there, I took over to design the patient experience, incorporating these checks into the patient intake process and medical forms on our website.
2 ā Technical Development and Safety Measures
Collaborating closely with the assigned engineer, we identified the technical constraints and opportunities to create a minimum viable product (MVP) that was not only functional but safe. By mapping out the patient journey and the implementation required, I successfully advocated for additional development time to enhance the MVP.
š” This extended timeline was crucial for integrating robust safety measures for providers, secure settings for patients and clinical staff, and an informative, educational website experience.
3 ā Iterative Launch and Refinement
Upon launching the feature, we adopted an iterative approach, releasing three phases of the initial experience. Each phase limited the number of patients to carefully assess performance, gather feedback from clinical support and providers, and evaluate the impact of marketing and PR efforts. This method allowed us to refine and improve the service continuously
The Impact ā
The introduction of this high-risk feature marked a significant milestone for our platform, with notable achievements including:
- Service to 972 Active Patients: Successfully provided the new service to nearly a thousand patients, demonstrating our capability to meet critical healthcare needs safely and effectively.
- Empowerment of Clinical Support: Enhanced the capacity of our clinical support team to service these specific patients, quickly implementing features essential for ensuring patient safety.
- Affordability: Established our platform as the most affordable option for this service, contributing to our competitive advantage and accessibility.
Conclusion
The rapid development and launch of this high-risk feature underscore our commitment to innovating responsibly in the tele-health space. By prioritizing patient safety, iterative feedback, and cross-functional collaboration, we not only met our ambitious timeline but also provided a vital service to our patients.