PASSIONATE ABOUT CUSTOMER SUCCESS
The patient-facing application won the One Show Golden Pencil award in 2016 for Best Mobile Utility in the User Experience category and was rated as Best Mobile App by Online Marketing Media & Advertising. As Product Owner, Tammy led an out-sourced design team from Digitas and an in-house development team through a redesign and re-engineering project, delivering a best-in-class mobile experience which increased customer satisfaction and engagement. The project was so successful and impressive the application was used by executives as an investor sales tool in advance of Teladoc’s IPO on July 1, 2015. The app has been downloaded over 700,000 times, with consistent customer reviews over four stars.
After the extraordinary triumph of the patient-facing app, the company asked Tammy to redesign the provider-facing web and mobile applications. Focusing on the healthcare provider’s experience, she improved visibility of key data, sped transactions, eliminated errors, and increased provider revenue. Again, the users were delighted, the provider management team loved the new features that empowered the doctors to do their best work without adding time or tasks, and the executive team saw the benefits in the metrics – more patient visits were handled faster by fewer providers with greater accuracy and higher patient satisfaction scores. Providers are now recruiting their colleagues by showing them how effortless and intuitive the app is and how easy it is to earn extra money – it’s like Uber for doctors.
In 2016 and 2017, Tammy redesigned the applications used by the operations teams at Teladoc. Due to exponential growth in the past three years, the call center, provider support, clinical quality control, and client management applications were struggling to scale and meet the needs of the business. Tammy formed a cross-functional team of subject matter experts, developers, systems engineers, and user groups. After strategic analysis, she created a roadmap of continual improvements using the Agile methods and iterative releases. This resulted in removing over 80 manual transactions and increasing automated prescription submissions from 75% to over 97%.