Telehealth Video

HeyDoctor functions as a virtual urgent care. Patients select a condition they have, answer a few questions, and are connected to a doctor. In telehealth, different states require different modes of communication when connecting with a doctor virtually. I was the design lead for the Visit Experience team that sought to make interactions between doctors and patients frictionless.

During 2020 the business was keen on expanding coverage to all 50 states. The primary risk we faced was low conversion rates in states that required video. I captured insights explaining why video calls in particular were often unsuccessful, then developed a new experience to connect patients to a doctor over video with minimal waiting.