Redefining Healthcare Access: The Rise of Telehealth Through Salesforce Health Cloud

Salesforce Health cloud

Salesforce Health Cloud is a platform designed specifically for healthcare. It helps doctors, hospitals, and healthcare providers keep everything organized and in sync—from patient records and appointments to personalized care plans. Think of it as a high-tech assistant that makes sure healthcare pros have all the info they need, right at their fingertips, to provide the best care possible.

Client companies included Banner Health and Piedmont. 

ROLE

UX Design

RESPONSIBILITIES

Research

UI and Interaction Design

Cross system integration

Enhancing design systems

Context

With the pandemic escalating the use of telehealth services, our team sought to integrate a telehealth feature into Salesforce's Health Cloud, catering to the healthcare sector's evolving needs and expanding this functionality to benefit customers across financial and communication sectors.

CHALLENGEs

We aimed to create a user-friendly telehealth component, scalable across various Salesforce platforms, without sacrificing customizability for clients. Beyond healthcare, we envisioned utility across different industries, broadening our product's impact. So our solution had to allow health care providers to provide care, but it also had to be flexible for other industry professionals who worked in finance and communications. 

concept development

Our strategy entailed comprehensive research, including discussions with healthcare experts and insight from Salesforce insiders who had used telehealth services, to pinpoint improvements for patient and practitioner journeys within the platform.

key insights

Analysis indicated that while clinicians favored video appointments for efficiency, they also highlighted significant challenges, such as the lack of access to complete clinical histories and difficulties in managing pre- and post-appointment activities. There were also social challenges  for vulnerable and low income communities such as not having internet or computer access. 

exploration concepts

We dove deep into figuring out how to make the Health Cloud console work seemlesly, so doctors could check out important info without cutting off their video chats. During discussions with engineers, we realized that bouncing between tabs could drop the call. So that got us thinking about an alternative to always have the video to be accessible from the bottom of the screen, no matter where you clicked. And that’s exactly what we did, creating a nifty little widget that stayed put, keeping the conversation going while providers got the information they needed.

OUTCOME

The initiative culminated in a flexible, integrated telehealth solution, which saw an adoption spike and positive feedback from healthcare practitioners. This new feature also paved the way for future enhancements, including connectivity with EHR systems and multi-user visits.