Virtual visit coordination
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Collaborators
1 Product Owner, 1 Business Analyst, Engineering, Customer Success Team
Timeline
Duration: ~6 months
Status: Shipped Q2 2022
Overview
Video Chat is a telehealth platform for scheduling, managing, and hosting virtual appointments
As telehealth adoption increased, care teams relied on Video Chat for high-volume appointment management, but it struggled to support clinical workflows at scale. I led product improvements to improve reliability and reduce churn.
impact
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+32,000
Daily appointments
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+15
Components adopted system-wide
tHE HYPOTHESIS
Friction across scheduling and participation made Video Chat harder to rely on at scale
By better supporting high-volume and multi-participant workflows, Video Chat would feel more reliable, reducing missed appointments and churn to competitors.
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Previous design – Waiting room limited to single patient management
pain points
Identifying where friction impacted reliability and scale
To understand where care teams experienced the most friction, I analyzed 30 reviews, 2,000 survey responses, and observed two care team sessions. Research identified four recurring workflow challenges:
- Participant limitations: 1:1 appointments and camera requirements limited coordination and participant access.
- Patient readiness: Care teams couldn't tell when patients were ready, resulting in idle time between appointments.
- Connectivity: Technical issues were difficult to identify, leading to missed appointments and support requests.
- Scheduling: Sequential scheduling didn't scale with appointment volume.
These findings shaped the workflow improvements prioritized to reduce churn, alongside a visual refresh to improve consistency across the product.
exploration & key decisions
Designing for real-world workflows
Session flexibility
I explored three layouts for supporting group and audio-only appointments: pinned participants, grid view, and dominant speaker with collapsible participants.
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Option 1: Pinned to right; Option 2: Grid view; Option 3: Dominant speaker w/collapsible participants
While pinned participants minimized engineering effort, it didn't scale well for larger sessions. After reviewing trade-offs with Product and Engineering, I recommended a hybrid layout that allowed care teams to switch views during appointments.
Proposed design – Gallery and speaker layout controls
Managing participants mid-appointment
As appointments expanded beyond 1:1, care teams needed to add participants throughout a session. To support scenarios like inviting caregivers, family members, or interpreters, I extended the existing side panel with participant search and invite actions.
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Proposed design – Adding a participant mid-appointment
Prioritizing patient management
Previously, the waiting room combined patient management with device setup and previews, making it harder for care teams to focus on upcoming appointments.
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Previous design – Video preview & audio controls visible in waiting room
I refocused the waiting room on patient management by moving video previews and audio controls into a 'My Device' menu, keeping device checks accessible without competing for attention.
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Proposed design – 'My Device' dropdown for pre-appointment video preview and audio controls
Supporting high-volume scheduling
Care teams routinely scheduled multiple appointments, but could only send invites one at a time. I introduced batch invites, table actions for editing and removing, and clearer patient status visibility.
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Top: New invite dropdown; Bottom: Notification to provide visibility of patient status and 'More Actions' menu added
Strengthening the design system
I introduced system-level components and design token enhancements adopted across Updox’s product suite, shipping 15+ new components and standardizing 150+ tokens to improve accessibility and enable faster implementation.
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outcomes
Measuring impact
- Daily usaged Increased from 15,000 to 47,000 appointments
- No-show appointments decreased by 3%
- User retention improved
The updates to Video Chat are so valuable, simplifying and unifying the Telehealth experience for patients and providers… – Updox Co-Founder
Post-release learnings
Usage patterns showed that layout preferences varied by appointment type. Teams running 1:1 appointments favored the grid view, while multi-participant sessions preferred the dominant speaker layout.
This insight led to a system-level enhancement that allowed teams to set a default video layout in Settings.
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