Desktop and mobile mockups of a telehealth provider dashboard

Amwell

A provider-focused platform built for ease

To modernize and streamline Amwell’s provider telemedicine experience, I led a cross-functional team in an intensive design sprint to create a validated vision and feature roadmap for the product.

Our final prototype consolidated the functions of four separate tools into one, with the added value of being configurable for different user needs, and providing the executive team the confidence to move into development.

Problem:

Amwell’s provider experience outside of a video visit was outdated and creating too much friction for providers, so I organized a design sprint including a team of UX Designers, UI Designers, a UX Researcher, and UX Copywriter. Over a period of three weeks, we interviewed and tested with dozens of providers, designed a complete sitemap, a configurable and responsive dashboard experience, and a prototype that integrated existing parts of the provider experience.

Clips of workshop activities like user interview synthesis and use cases

Identify use cases & opportunities

In our first week, we focused on gathering stakeholder perspectives:

  • Product Managers: Problem Statements for key business use cases

  • Hospital Providers: User Interviews

  • Virtual Primary Care Providers: User Interviews

  • Therapists: User Interviews

Synthesizing these, we identified user goals, pain points, business opportunities, and high-impact features.

Two user flows showing common hospital provider tasks

Info Architecture & User Flows

Our next step was to map out these key use cases while optimizing for the priorities our users had helped us identify. Out of a total of 13, we narrowed the flows to 5 that we felt we could build into the prototype.

Concurrently, we conducted a card sorting exercise with more providers to understand how they intuitively organized our features and content. Using the results, we finalized our information architecture that would accompany the dashboard prototype.

Two wireframes of a telehealth provider dashboard

Wireframes & Prototype Testing

With all the data at hand, I led a sketching exercise for the entire team (even the product managers!) to rapidly iterate on low-fidelity wireframes.

Once we selected a preferred approach, we built a prototype from medium-fidelity wireframes and launched user tests with key provider types.

Again we synthesized the results as a team, and used those insights to produce the final UI proposal and prototype.

Desktop and mobile mockups of another telehealth provider dashboard, with quick-start options

Results

At the end of our Sprint, I presented our work to the company’s leadership team including the CEO and executives representing Dev, Product, and Design.

When I explained that we could replace four outdated provider tools with one configurable product like the one we demo-ed, they gave their enthusiastic support to our design and it was moved into development the following quarter.

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