Work
From small start to full-blown partnership
Designing an entire digital ecosystem of services
VideoVisit, currently known as Oiva Health, is a Finnish market leader providing digital solutions for virtual home care and healthcare sectors. I played an essential role in defining the design-driven project model and led the design of the entire ecosystem of mobile applications and online services.
Background
VideoVisit's mission is to make healthcare available to everyone, anywhere and anytime. Sangre partnered with VideoVisit to help achieve this mission. The collaboration began with a small UX Review conducted by me and quickly expanded into a full-blown partnership between the two companies.
Project Model
The project was a close collaboration between VideoVisit and Sangre. As the concept owner, I led the design of multiple mobile applications and online services that formed the VideoVisit ecosystem. The process was design-driven, as everything approved by the client's product owner and developed into the end solution first went through the design phase.
Digital Service Design
One of the client's business models was licensing, which required the digital services to be designed as minimalistic and flexible as possible to minimize the manual work of customization when offered as a third-party white-label solution. Another important aspect of the project was the public municipalities offering VideoVisit's services to elderly users. Therefore, the designed and developed solutions needed to follow accessibility standards.
Detailed diagrams were created to illustrate all possible user flows in the digital services. These diagrams also served as specifications for the developers, providing them with a holistic understanding of the service they were building, ensuring a fluent user experience.
Digital Ecosystem
One challenge in designing a fleet of mobile applications and online services that formed VideoVisit's digital ecosystem was the wide variety of target users. VideoVisit offered digital services for family members, elderly people living at home and in nursing homes, and for experts such as doctors and nurses. With many services either on the market or in development, maintaining a unified branding in identity and functionality was crucial. This was achieved by creating a flexible digital branding that culminated in a comprehensive design system.
The VideoVisit ecosystem is built on modules, with each service based on specific primary or secondary modules. The exception is the Smart Care service, which includes all modules, but customers will only see the ones that are licensed.
Outcome
Digitalization is revolutionizing healthcare. The digital ecosystem designed and partially developed by Sangre enabled VideoVisit to provide their services to municipalities in Finland and expand into international markets. Even though the client was demanding, it was clear that they trusted us and greatly appreciated how our way of working and our solutions transformed a small project into a close, design-driven partnership.
Reflection
Reflecting on it later, it was quite a ride to lead the design of a complex ecosystem of multiple digital services across various platforms, in a domain where I am not an expert. Fortunately, I am a fast learner. I have often said that I can quickly understand and adapt to any business or domain at hand. My vast expertise in digital service design, along with my understanding of design management and design systems as a method of branding, were crucial in creating the desired outcome and building trust with the client. ▪
Methodologies
Digital service design, application architecture & customer experience design and design management.