Supervision Management
Teladoc Health - July 2025
Overview
Problem - Teladoc is enhancing online visit services for non-English speaking patients by partnering with a third-party interpretation service.
Solution - Our legacy system lacked the functionality for seamlessly adding interpreters to consultations.
Results - To address this, we upgraded the system with an Auto-dialer, streamlining the connection between doctors, patients, and interpreters for a smoother, more efficient consultation experience.
MY ROLE
Product Designer
collaboration
1 Product Manager
1 Content Strategist
2 Engineers
DURATION
1 Months
user research
Interviews with 11 doctors revealed the lengthy process of adding interpreters into consult
We interviewed doctors about the call initiation flow, which has become more complex and time-consuming with the addition of interpreters. This has increased doctor dissatisfaction due to the extra effort required without additional compensation, potentially affecting management.
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user research
Interviews with 11 doctors revealed the lengthy process of adding interpreters into consult
We interviewed doctors about the call initiation flow, which has become more complex and time-consuming with the addition of interpreters. This has increased doctor dissatisfaction due to the extra effort required without additional compensation, potentially affecting management.
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BUsiness needs
Aligning with broader business objectives
💰 Avoid Unnecessary Cost
Reduce costs and streamline management associated with the third-party interpretation services.
⏰ Cut Time and Effort
Reduce the complexity and steps involved in setting up calls, saving time for both doctors and patients.
Task 1. Determining Key Settings & Layout
challenge
Identifying the key settings for the auto-dialer
As this is a new feature, I took several steps to establish the auto-dialer in current system, including determining its location, display elements and key functions.
user testing & iteration
The long-run need for inviting more participants requires rethinking the layout
We conducted a user testing session to validate our design concepts, and feedback from doctors indicated that we would need to support more participants for future scalability. This feedback led to a potential issue for the initial layout.
design decision
Optimized layout for efficient space utilization and future scalability
Task 2. Simplifying Call Initiation Flow
challenge
What's the optimal auto-dialing order?
The biggest challenge we encountered was determining the optimal auto-dialing order. Initially, we configured the auto-dialer to call both interpreters and patients simultaneously, allowing either party to join the call first.
Initial auto-dialing order was set to concurrent
Having interpreters join calls before patients raises costs without benefits. Conversely, if patients join first, they may wait too long for interpreters, reducing satisfaction. This prompted us to reevaluate our approach for greater efficiency.
HMW satisfy users while avoiding unnecessary costs?
investigation & solution
Balancing user satisfaction and cost
We investigated call initiation to balance costs and user satisfaction. Analyzing several months of call logs, we found interpreters had shorter wait times than the threshold for patient dissatisfaction. Surveys and interviews also revealed patients tolerated brief waits for smoother communication.
A pilot test showed that calling patients first, then interpreters, improved satisfaction without significantly increasing costs. Thus, the sequential calling approach was determined to be the optimal solution.
Final decision was to use sequential dialing order
final outcome
One click to initiate the call, sequentially connecting with the patient and the interpreter
Auto-dialer key functions and flows
Impacts
impact
Successfully launched and improved key metrics
This project has been launched, and we witnessed a remarkable increase (reduce) in our key metrics for delivering exceptional client experiences.
Scaled it for company-wide impact
Leveraging this success, we strategically extended this feature to other devices and platforms, including the native doctor-use mobile app, enhancing service uniformity and efficiency.
Adapted the auto-dialer to the doctor-use native mobile app