When a pandemic meant millions needed medical care they couldn't physically access

International SOS is a pioneer in protecting people from international health and security threats, employing over 10,000 people worldwide and serving more than three-quarters of Fortune 500 companies. When the pandemic hit in 2021, they faced an unprecedented challenge: how do you continue providing essential medical care when millions of patients can't visit clinics in person?

01 The Challenge

The pandemic had restricted in-person medical consultations globally, but International SOS's commitment to providing medical care "anywhere and under any circumstances" meant they couldn't simply shut down services. They needed to develop a patient-centric telehealth app that could provide millions of customers with uninterrupted access, intuitive booking, and seamless communication with care teams.

The challenge wasn't just technical. It was about maintaining the human connection and trust that medical consultations require, whilst navigating complex compliance requirements across different countries and healthcare systems. How do you make remote medical care feel as safe and personal as face-to-face consultations?

02 How We Approached It

With in-person consultations restricted, we had to respond at pace whilst ensuring we maintained user empathy throughout the design process.

We started with intensive online discovery sessions with stakeholders to understand exactly what users needed from the app. Our problem-solving team built capabilities fast, focusing on simplicity and ease of use. We rapidly prototyped concepts and performed continuous testing and design refinements based on real user feedback.

The key was ensuring that secure video consultations were fully integrated with medical records, prescription access, and follow-up care instructions. We designed the app so that clinical functionality never compromised the human experience.

03 What Made It Special

Most telehealth apps focus on the technical requirements \- video quality, security, compliance. We started with the human requirements and built the technology around that.

We created an interface that emphasised warmth and humanity, helping to simplify and humanise what could be a potentially daunting and clinical interaction \- particularly important for more vulnerable patients who were already dealing with pandemic-related anxiety.

The app didn't just replicate in-person consultations digitally. It created new opportunities for ongoing care and support that weren't possible in traditional clinical settings.

04 The Reality

We delivered an intuitive, empathetic mobile experience that enabled patients to book and receive consultations in a safe, secure, and efficient way during one of the most challenging periods in modern healthcare.

• 1 million+ patients worldwide were able to safely continue essential medical care during the pandemic

• Rapid MVP deployment enabling International SOS to respond to urgent healthcare needs

• Scalable foundation designed for ongoing enhancements based on patient feedback and data

The International SOS telehealth app proved that when healthcare technology is designed with genuine empathy, it doesn't just solve immediate problems \- it creates new possibilities for how medical care can be delivered globally.