Centralis joined patients on their telehealth journeys to uncover best practices for virtual care. 

The Challenge

A large multinational company wanted to innovate on the delivery of healthcare.  They developed a telehealth app that had the potential to disrupt the health provider space by leveraging mobile cameras, text chats, and virtual video visits with medical professionals anytime from the convenience of people’s homes. Before launching the service nationwide, the company ran a pilot program with some of their employees. 

Centralis was enlisted to understand how people were using the app, what aspects of the service were working well, and what makes for an excellent telehealth experience from the patient’s perspective.      

The Process

To evaluate the telehealth app, Centralis interviewed patients who had early access to the pilot program and had used the app to receive medical advice. 

We asked participants about their past experiences using the app while logged in and sharing their screens with us. They told us about recent instances when they used the app, including what prompted them to seek care and how the service assessed patients and prescribed care. In addition, participants shared chat messages with nurses and treatment plans with us, which deepened our understanding of the participants’ stories. 

The Impact

Centralis outlined the process flow of each participant’s end-to-end user experience from our sessions. To illustrate our findings, we created an infographic showing seven distinct journeys side-by-side, including channels of communication, modes of health delivery, outcomes, and follow-up.

We highlighted the app’s strengths and weaknesses as reported by users, and suggested recommendations for future improvements. Our work was distributed up our client’s org chart, as each set of stakeholders wanted to share it with their peers and managers.