AMWELL
Amwell is a B2C and B2B telehealth company that brings together technology and healthcare.
LOGITUDINAL CARE
OPPORTUNITY
Amwell Medical Group (AMG) comprises healthcare providers who serve not only Amwell patients but also patients of clients utilizing the telehealth platform. While clients such as PennState Health, El Camino Health, and Northern Arizona Healthcare have their own providers, they also rely on the services of AMG. The current Amwell provider application meets the needs of AMG; however, there is an opportunity to enhance it to better support longitudinal care. The product design team was tasked with exploring these possibilities.
CONCEPT
This exploratory project provided an opportunity for us to envision solutions to enable successful longitudinal care. However, certain guardrails were in place: the project was time-boxed to one month, and the solution needed to work seamlessly with the existing application. The decision was made to start with the current screen used immediately prior to a visit for reviewing visit details (RVD) and to enhance its functionality. The application holds considerable patient data, some of which resides in RVD. We decided to surface more of this information and leverage AI to gather and synthesize the data.
WHO DID IT
My Role
Lead Product Designer
The Team
Product Design Director
VP of Product Design
Consultants
Members of AMG
Engineers
Product Manager
HOW WE DID IT
Process
We reviewed electronic health records (EHRs) and interviewed AMG members for insights and feedback. Collaborating with engineers and the provider application product manager, we developed two wireframes and refined one design using existing components and styles from the provider application.
EXPLORATION
We examined leading EHR systems such as Epic, Cerner, and athenahealth, while also researching other examples found online. We extended our review to non-healthcare dashboards to gather broader design inspiration. Across these systems, we noted similarities to Amwell’s RVD, including patient demographics, medications, and history. They also offered greater visibility into care gaps, detailed chronic condition data, and other actionable information to support longitudinal care.
AMWELL - REVIEW VISIT DETAILS
INTERVIEWS
Research for the project included two rounds of interviews with providers, an AMG administrator, client account representatives, and a product manager. These participants shared feedback based on their understanding of the needs of providers, administrators, health plan clients, and patients. In the first round, we explored what each group considered essential for the new tool. Providers emphasized access to gaps in care, follow-ups, and easy to interpret biometric data, reducing the need to ask patients for basic health information. Administrators want to know the plan of care and upcoming follow-ups. Client representatives expressed the need for health plans to track patient outcomes, manage risk, and ensure gaps in care are closed. Product managers noted that patients want providers to already have visibility into their health history, chronic conditions, and current status. In the second round, participants evaluated a simple content diagram, helping determine the hierarchy of information, with patient details, current condition, and relevant historical data identified as top priorities.
WIREFRAMES
Two formats were explored: a single scrolling screen and a navigation system that divided the content into individual screens. The team initially assumed stakeholders would prefer the content to be broken up and easily accessed through navigation. However, feedback revealed the opposite and the stakeholders favored the single scrolling screen. One possible reason for this preference is that it is the same format they currently use, making it more familiar. Based on these findings, we continued iterating on the single-screen design.
DESIGN & RESULT
Once the wireframes were finalized, we created the design using existing provider application components and styles. Throughout the process, we explored how AI could enhance the tool by comparing the condition prompting the visit with the patient’s care history to surface relevant insights. Summarized chart notes, visit summaries, and records are displayed on-screen, with full reports easily accessible. Additionally, relevant web-based documentation for both providers and patients is available.
Because stakeholders emphasized the importance of gaps in care and follow-ups for longitudinal care, these elements were integrated not only into dedicated sections but also contextually across the screen.
This project was conceptual and ultimately led to the question of either building an EHR or purchasing one. As of now, the decision has been made to acquire an EHR to integrate into the Amwell provider application.