Discovery & Research
Our discovery process revealed that 68% of patients had missed or delayed appointments due to travel barriers, and 42% of specialist consultations could be effectively conducted remotely. We mapped the entire patient journey from appointment booking to post-consultation follow-up, identifying 12 critical touchpoints that needed optimization.
User Experience Design
We created three distinct user interfaces: a patient portal, a provider dashboard, and an administrative console. The patient portal featured a clean, single-column layout with a prominent 'Start Video Call' button, calendar-based appointment scheduling, and a medication tracker. We conducted usability testing with 30 patients aged 55-75, iterating the design through five rounds of feedback to achieve a 95% task completion rate for first-time users.
Technical Implementation
The platform was built using React for the frontend, Node.js with Express for the backend API, and PostgreSQL for the database. We implemented WebRTC using Twilio Video API for reliable, HIPAA-compliant video streaming with automatic quality adjustment based on bandwidth. The EHR integration used HL7 FHIR R4 standards, enabling real-time synchronization of patient demographics, appointments, and clinical notes. All data was encrypted at rest using AES-256 and in transit using TLS 1.3.
To handle low-bandwidth scenarios, we implemented adaptive video quality (240p-1080p), automatic audio-only fallback, and optimized the application to function on connections as slow as 1 Mbps. The progressive web app architecture enabled offline capability for viewing appointment history and test results.
Security & Compliance
We conducted a comprehensive HIPAA compliance audit, implementing role-based access control (RBAC), audit logging for all data access, automatic session timeouts, and two-factor authentication for providers. The platform achieved HITRUST CSF certification and passed a third-party penetration test with zero critical vulnerabilities.