In the Winter of 2021, the Clinic product team at Doxy.me, Inc. determined that over 27,000 clinic staff members using the doxy.me product struggled to work with their patients efficiently and effectively based on their workflow needs.

While clinic staff used doxy.me, they created workarounds to mimic their in-person workflows. So we built a tool that allowed them to guide patients through their healthcare appointments virtually as they would in person. We did this by creating a simple and intuitive way for clinic staff to transfer patients to an individual or team before or during a virtual telehealth visit.

While having the ability to transfer a patient did not solve all the clinic's workflow needs, it allowed us to solve an urgent unmet need and helped lay the foundation for future workflow tools and capabilities. Upon releasing the tool, we saw almost immediately that clinic staff were no longer using workaround such as pausing a patient video call or sending additional appointments but adopting the transfer feature. We celebrated that clinics embraced the new tool with ease and that we were improving the quality of care patients received from clinic staff while using doxy.me.

The Engineering team dedicated to the Clinic cross-functional team had limited bandwidth to allocate to this project due to competing urgent needs they were working to resolve. This meant we had to table many great ideas and focus on smaller wins with a high user and business value while keeping the engineering effort down. Another constraint was combining the transfer ability with an area where more than 287,000 physicians and staff interacted with daily and ensuring we didn't negatively impact that experience.