Impact & Results
By designing and implementing a paging system using Twilio technology, we significantly improved the reliability of patient-doctor connections, reducing disruptions and missed calls by 95%. This led to increased satisfaction for both patients and doctors and contributed to the company’s successful acquisition by Teledoc. My work also included creating an admin management UI and a doctor’s portal, which extended and enhanced the overall user experience of the platform.
Problem Statement
The startup's reliance on a costly and unreliable call center system for connecting patients and doctors led to missed connections, user dissatisfaction, and frustration for both parties. This inefficiency hindered the company's ability to provide effective virtual healthcare services, highlighting the urgent need for a more reliable and efficient communication solution.
Process & Approach
As a web designer for the startup, I assessed the existing platform and identified key areas for improvement. I researched and implemented Twilio technology to develop a new paging system that replaced the outdated call center model. I designed and built the admin management UI and a doctor’s portal to streamline operations. The new system reduced disruptions by 95% and improved overall satisfaction, which was instrumental in the company’s acquisition by Teledoc. My thesis for my Master’s program detailed the challenges and solutions developed during this project.
Tools & Methods
Excel
Twilio
HTML
CSS
Adobe Creative Suite
I used excel for collecting data
Twilio for the paging platform functionality
I was a web designer in the earlier days and designed and built both physicians and Admins portals. For connecting with patients and reviewing connections, and helping maintain and track all Twilio paging logs.