Key Projects
Delivering accessible healthcare to patients, clinicians nationwide through a unified platform
HealthNow
Designing a patient-centric mobile app that integrates telehealth & remote monitoring services
About My Role
As design lead, I directed the end-to-end UX strategy for Telstra Health's virtual healthcare, this involved close collaboration with product leadership and clinical advisors to ensure our roadmap was both scalable through robust design systems and clinically safe.
We introduced design sprints establishing a patient-centred framework, incorporating user research with diverse patient groups and clinicians to map journeys and uncover critical pain points. This approach balanced rapid iterations with healthcare compliance demands, ensuring every feature was intuitive, reliable, and trustworthy across varied settings, from major hospitals to remote health centres.
Impact & Results
- Made it possible for more people to receive care, leading to a 200% growth in patient adoption and securing the platform's future with a 150% revenue increase in FY20.
- Empowered over 27k people to manage their health directly through the HealthNow app and enabled continuous remote care for 7,200+ patients.
- Improved care coordination enabling 2,277+ specialist video consultations and 7,200+ remote patient monitoring devices
My Approach & Expertise
Service Design Discovery
Collaborating with clinicians, patients, and healthcare administrators to understand complex care workflows, identifying opportunities to improve access while maintaining clinical safety standards across virtual and in-person touchpoints.
Human-Centred Design Strategy
Establishing design methodologies that balanced rapid iteration with healthcare compliance requirements, creating systematic approaches that enabled both patients and healthcare professionals to deliver and receive care effectively.
DesignOps & Leadership
Leading cross-functional design teams through healthcare-specific design challenges, implementing design thinking workshops with clinical teams, and establishing design systems that met both usability and clinical governance requirements.