Heal
Heal reimagines the traditional house call for the modern era, offering a blend of in-home physician visits, telemedicine, telepsychiatry, and remote monitoring. With a focus on accessibility and comprehensive care, Heal has conducted over 200,000 home visits, allowing doctors to assess patients in their living environments and identify potential health risks like allergens or food insecurity. Operating across multiple states, Heal partners with insurers like Humana to provide these services to Medicare Advantage and commercial plan members, particularly those at high risk, emphasizing the value of home-centered primary care as a proactive and preventative approach to healthcare.
Project Overview
The Heal product team embarked on a comprehensive redesign of our internal operations tool, driven by a desire to streamline workflows for both dispatchers and doctors. This initiative began with extensive discovery sessions, fostering a co-creation model with key operations and executive team members to identify and address critical pain points. Deep-dive interviews were conducted to thoroughly understand core user journeys, flows, and existing challenges, followed by collaborative workshops that leveraged the collective insights of cross-functional groups. A detailed, feature-by-feature review led to the development of a redesigned concept prototype, ensuring that the new tool help address user needs. Finally, the team carefully evaluated the project's scope and timeline, laying the groundwork for collaboration with the engineering team for implementation.
Goals
• Improve capacity planning and routing
• Improve analytics and reporting
• Improve operational agents’ efficiencies
• Remove obsolete portions of product
• Combine similar features together
• UX improvements for better efficiencies, way-finding, overall experience
• Visual refresh for consistency with other new products
User Personas
UI Kit & Style Guide
Improved Navigation
The improved navigation delivers a more intuitive and efficient user experience through strategic consolidation of related sections, the removal of outdated or redundant content, and a modern visual refresh. This streamlining simplifies access to key features, reduces clutter, and ensures a cleaner, more engaging interface, ultimately enhancing overall usability.
Analytics
We wanted to enhance our analytics by providing a clearer, more actionable understanding of operational performance and care delivery. This includes a detailed status breakdown for real-time visibility and a comprehensive service breakdown to analyze utilization patterns. We're moving away from fee-for-service KPIs, focusing instead on re-evaluating and implementing metrics that accurately reflect the value-based care model, thereby driving improved patient outcomes and operational efficiency.
Current State Pain Points
● Limited range of information (only displays daily view)
● Outdated metrics that support the fee for service model
● Scattered display of market metrics
Future State
Our future state dashboard for the internal operations platform will provide a comprehensive, at-a-glance view of critical operational data. The design will display key metrics related to visits, logistics, and patient experience, enabling proactive monitoring and informed decision-making. A density map will be integrated to visualize patient concentration areas, facilitating optimized resource allocation and service delivery. Furthermore, robust filtering capabilities by state, market, provider, and time ranges will empower users to analyze data with granular precision, enabling targeted improvements and strategic planning.
-
![]()
Proposed future state dashboard
-
![]()
Dashboard elements
-
![]()
Visits and logistics
-
![]()
Filtering
-
![]()
Filtering example
-
![]()
Provider profile
-
![]()
Example content on provider profile
Summary
In conclusion, the planned redesign of the internal operations platform represents a significant step towards optimizing Heal's efficiency and effectiveness. By prioritizing user-centered design, evidenced by the thorough discovery process, and focusing on actionable analytics tailored to value-based care, the platform will empower dispatchers and doctors to deliver superior patient care. The improved navigation, enhanced dashboard with key metrics and density mapping, and robust filtering capabilities will provide real-time insights and facilitate strategic decision-making. Ultimately, these improvements will streamline workflows, enhance patient experience, and solidify Heal's position as a leader in innovative home-based healthcare.