Endava · Anonymized telehealth engagement · 2018–2020
The question
Why were practitioners reluctant to use a tool that could match patients with a rich library of outcome measures and regimens?
The work
During the pandemic, a telehealth organization had a promising library and patient database, but early users were not taking to the pilot interface. It displayed many patients, measures, and modes of analysis at once. I was asked to examine whether the product was solving the right problem in the right way.
The existing flow began with an outcome measure and tried to apply it across a pool of patients. Interviews and analysis suggested that a physician or trainer typically begins with the individual: their history, needs, and current problem, then considers the measures and regimens that might fit.
The judgment
I recommended reversing the organizing logic. The interface would begin with one patient and make the library of possible measures and machine-learning suggestions available in that context. We concept-tested that direction with representative users and redesigned the flow around the patient.
This also gave the interface a clearer focus. A practitioner could attend to the person in front of them while still drawing on a substantial evidence and outcome library.
The result
The change redirected the product work. Early users responded more positively and began engaging with the revised model in testing. I do not have a comparable adoption measure or subsequent clinical outcome to report.
Contribution and result
| Field | Account |
|---|---|
| My contribution | Diagnosed the mental-model mismatch, proposed a patient-first structure, and guided concept testing and redesign. |
| Observable consequence | The team changed direction and pilot users engaged with the revised model in testing. |
| Basis | Firsthand consulting account and representative concept testing. |
| Boundary | Client identity and interface visuals remain private; no measured adoption or health outcome is claimed. |
What I carry forward
Operational efficiency is useful only if the product begins where the practitioner begins.
Project descriptions focus on my role and the contribution I can describe publicly. Confidential materials are omitted. Illustrations identified as reconstructions explain an idea; they are not original project deliverables.