RadliffDesign
© RadliffDesign

Effortless Virtual Primary Care

— ROLE

Head of Product

Management & Design


— DATE

2020 – 2021

CirrusMD needed strong direction for their product, from a design thinking perspective. As Head of Product Management and Design, I was able establish a roadmap that would drive engagement and focus on disrupting the healthcare space. I did this by expanding our user analytics tracking and crafting an innovative, virtual primary care experience.


Patients could quickly access doctors via text, and doctors we able to provide a diagnosis, prescriptions, consultations, and labs, without requiring an in-person visit. My team and I worked to diligently build bridges across the company and collaborate through each project lifecycle.

Product Strategy

Communicating the roadmap

Product Growth

Research and strategy

Telling Stories

One of the significant aspects of my role was to communicate with the executive team and broader organization our research and design recommendations. Presentation and narrative are key elements of communicating findings, data, and impact of the design team’s strategic efforts.

Patient Experience

Medical Chat

91%

Positive Customer Satisfaction Score

Simple Experience

One of our core requirements for the patient experience as to make it as simple and utilitarian as possible. Patients often needed to enter the app with urgency, speak with a doctor and then continue on with their day. The design team protected the simplicity of the chat experience for patience, leading to a positive satisfaction score of 91%.

Click on the interactive prototype below to try out the improved patient intake experience at CirrusMD.

Doctor Experience

Clinical provider tool

6 Minutes

Average Patient Visit

Visit Efficiency

For the doctors, the experience was all about efficiency. We needed to streamline their workflow to enable them to connect with a patient, understand the problem, and provide a diagnosis as quickly as possible. The critical flow involved ways for them to utilized smart phrases where they could generate responses quickly with just a few key strokes. The rest of the experience involved record keeping for each diagnosis and any other follow-up items needed.

Design Thinking

Mapping the experience

Taming Complexity

One of the largest challenges for the experience was making sure we maintained a level of simplicity for the product. Even though the architecture of the experience was complicated, we made it a primary goal to hide the complexity in the way the experience focused on the core task of chatting or texting with a doctor.

Collaborative Discovery

One of the most important aspects of the process was collaborative discovery with product, engineering, our provider network, and design stakeholders. The design team facilitated numerous workshops and collaborative sessions to outline critical problems to solve and outcomes we expected to see – now, next, and in the future.

Mapping the Journey

We conducted workshops to create improved strategies for our patient experience, provider experience, and customer portal. These sessions led to an improved journey map and robust roadmap of product improvements that met patient and provider needs.

Delivering Experiences

One of the most important aspects of working as a product organization is understanding our framework of collaboration. Our team employed Basecamp’s “Shape Up” model as a way to rally the product triad around work we were targeting in our roadmap. I mapped out intensity metrics to showcase or highlight optimal collaboration across teams.

Team interaction intensity visualization.