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Oscar Health

Building A Full-Stack Telemedicine Service

 

The telemedicine feature at Oscar was managed by a white-labeled vendor and needed to be reimagined as an in-house and owned service. By rebuilding  both the physician and member experience, we enabled a completely seamless experience, and ultimately, a higher level of utilization.

My Role: Lead product designer (team of one)

Duration: 2 Months

Challenge: Oscar had been hindered by Teladoc, a white-label telemedicine feature, yet regarded the service as a key value proposition for members.

Solution: A physician portal, built from the ground up, to handle consultations and improve the member experience.


 
 
 

Telemedicine is key to Oscar’s business

Telemedicine is a service that provides free, 24/7 access to Primary Care Physicians within moments via Oscar’s mobile app. The physicians on-call within the app were sourced to act as the perfect tool for treating acute issues like pink eye, flu, and standard prescription refills.

Related to Oscar’s search tool, the telemedicine feature was directly responsible for routing patients away from expensive specialist visits, saving both members and Oscar money.

 
 
 
 

Shadowing the new physician team shed light on numerous pain points.

Before engaging with my team, the resourceful physician team had cobbled together a workflow that served members’ needs but was operationally inefficient. From missing data, to painful context shifting and repeated, manual tasks, we saw plenty of opportunity.

 
 
 
 

Modular design and co-creation sessions

From the lengthy list of pain points, I took a bottom up approach to the design--first creating the modules that would serve the basic feature requests, and later looking at how they could fit together into a functional interface.

I took this approach because my team found that physicians responded best to realistic data as opposed to placeholder UIs. After building paper modules and holding a few co-creation sessions with the physicians, we were able to layout what would be the beginnings of Oscar’s own  consultation dashboard.

 
 
This style of brainstorming is great. I can finally explain the tools I’ve needed… and it’s pretty fun too.
— Dr. Viral Patel, after taking part in a co-creation session
 
 
 
 

Assembling the pieces

With a firm grip on the components and the doctors’ workflow, I began architecting the consultation dashboard as well as the summary of the consult visible within the member app.

Through frequent check-ins with the physicians, I was continually surprised by their desire for an extremely information-dense experience--something many of them had become used to while glancing at charts in the ER.

 
 
 
 

Scaling back to enable a faster launch

Through prototyping the experience, the team decided to break the experience into two important pieces: Patient health history and workflow. The medical history module would eventually become the “Clinical Dashboard” which we would work to make available to all of Oscar’s network doctors.

The clinical dashboard made waves in the medical community after effectively displaying disparate data sources so that doctors could have the full picture of an Oscar member’s health.

 
 
 
 
“Patient information is all contextualized and available through a beautifully and functionally designed UI. This allows providers to focus on what’s truly important: caring for their patients’ health.”
— Alan Warren, CTO Oscar Health
 
 
 

Key Learnings

Prototype early to enable accurate scoping. In prototyping the consult and clinical dashboard experience (vs. operating in a PRD ) we realized the need to prioritize the clinical piece.

Doctors and Lorem Ipsum don’t play well together. When designing for experts use real data in your prototypes.

Working with the clinical team was a blast. For most of the doctors, this was their first time helping build software. This project solidified our partnership, made everyone’s jobs easier, and enabled many subsequent projects.