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CASE STUDY // 04

Kaiser Permanente:
Video Visit

Leading the Future of Telemedicine through precision UX architecture and clinician-first design patterns.

The Stevie® Award

INDUSTRY RECOGNITION

"The 2024 Stevie® Award received more than 3,700 submissions. Over 300 professionals worldwide participated in the rigorous judging process over several months to recognize excellence in Healthcare UX Innovation."

Judges' Consensus

"A masterclass in balancing clinical density with intuitive consumer interfaces. The platform sets a new benchmark for accessible telemedicine."

Strategic Impact

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+42%
Increase in patient NPS
devices

Multi-platform continuity
02

The UX Framework

troubleshoot PHASE.01

Discovery

• Comprehensive stakeholder mapping across 5 regional clinical hubs.

• Intensive clinician shadowing sessions to identify friction in pre-visit workflows.

account_tree PHASE.02

Strategy

• Facilitated human-centered design sessions with cross-functional triage teams.

• Developed a unified strategic vision bridging patient experience and clinical efficiency.

design_services PHASE.03

Prototyping

• Engineered high-fidelity wireframes translating complex medical data into digestible UI components.

• Established rapid clinician feedback loops, resulting in 3 major iterative pivots before launch.

gavel PHASE.04

Compliance

• Rigorous validation against ADA, Section 508, and WCAG AA standards.

• Architected a scalable component library to support future rollout to 12 million members.

03

Visual Artifacts

Clinical dashboard interface schematic
Interface Schematic
Clinician View
FIG.1
Mobile patient view wireframe
Interface Schematic
Patient View
FIG.2
Full video consultation interface
Active Consultation
Mobile Consultation Views
FIG.3
Post-visit summary screen
Doctor Scheduling
On Call Scheduling view 
FIG.4

Technical Specifications

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Category Specifications
Access & Connectivity Multi-platform access via Computer, Mobile, or Tablet. High-fidelity visual/audio connection requirements. Secure, encrypted consultation channels.
Patient Support Integrated Language Support (Interpreters & ASL). Preparation and pre-visit tech checks. Real-time technical assistance during visits.