International SOS is a pioneer and leader protecting people from international health & security threats. Employing over 10k people worldwide, it provides specialist medical and security advice and services to more than three quarters of the Fortune 500 companies and their employees.
To develop a patient-centric telehealth app that provides millions of customers with uninterrupted access, intuitive booking and communication with care teams.
With in-person medical consultations restricted due to the pandemic we had to respond at pace to our client’s challenge, while ensuring user empathy. We started conducting intensive online discovery sessions with stakeholders to understand exactly what the user needed from the app. Our problem-solving team built app capabilities fast, with a focus on simplicity and ease of use for the user. With its commitment to providing medical care anywhere and under any circumstances, International SOS wanted to ensure access to its local clinics and clinicians was maintained. To help medical consultations to continue but in a safe and compliant way, we rapidly prototyped concepts and performed continuous testing and design refinements based on feedback. Designing the app so that secure video consultations were integrated with medical records, gave access to prescriptions and follow-up care instructions. Finally, we built an interface emphasising warmth and humanity - creating the foundation for future enhancements based on patient feedback.
An intuitive, empathetic mobile experience that enables the patient to book and receive a consultation in a safe, secure and efficient way. The design helps to simplify and humanise what could be a potentially daunting and clinical interaction – particularly for more vulnerable patients. We are working on developing the next phases of the app, with additional features and functionality being added based on user data and feedback.
Patients worldwide to safely continue essential medical care during the pandemic
SVP — Digital and IT Strategy, International SOS