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Background
Galileo is a virtual healthcare provider app integrated with UnitedHealthcare’s Virtual First plan, offering primary, specialty, urgent care, and lab services 24/7. The platform provides convenience through its on-demand services.​​​​​
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The problem
Despite its convenience, Galileo lacks continuity and personalization for users wanting to follow up with the same doctor. This leads to frustration, as patients often have to explain their medical history repeatedly to different providers. Additionally, users are unable to know which doctor they are going to see, creating a disjointed care experience.
Research goal
This project aims to identify key user pain points regarding continuity and personalization in the Galileo app and virtual healthcare service platforms in general. By understanding these challenges, we can propose actionable recommendations for feature enhancements that improve the overall user experience of Galileo.
My design process
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Identifying opportunities from competitor insights
I began my research by exploring how competitors and similar platforms address the challenge of continuous care. Do other platforms face the same issue? If so, how are they handling it, and are they already implementing solutions?
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Exploring user needs through interviews
I then conducted six user interviews with participants aged 24 to 40, each from diverse backgrounds and with unique experiences with telehealth. I focused on understanding their key pain points, frustrations, and unmet needs, as well as telehealth's strengths and limitations.
Key takeaways from these interviews were:
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Need for instant access to medical records: Users want doctors to have immediate access to full medical histories for personalized care.
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Need for efficient medical history management: Users found repeating medical history and filling out forms frustrating, highlighting the need for a streamlined system.
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Desire for consistent care and trusted doctors: Users valued consistency in care and preferred follow-ups with the same doctor to establish trust and maintain familiarity.
Synthesizing user insights
I analyzed the data collected from user interviews and all the research conducted so far, identifying common themes. Since I felt the insights were lacking, I broadened my research by reviewing user feedback on the Galileo app.
Here’s an overview of the key themes that emerged:
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Inefficient access to medical records
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Redundant form filling
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Need for consistent follow-ups with the same doctor
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Desire for transparency in doctor profiles
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Formal introductions during chats to avoid confusion
Getting to know our users
Based on the users I interviewed, I created profiles to visualize and represent the different user types I'm designing for.
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Turning user pain points into design opportunities
After completing my research, I reframed the problem as an opportunity for design solutions to guide my ideation process.​
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"How might we improve access to medical history and enable doctor follow-ups to enhance continuity of care and reduce redundant form-filling?"
Translating needs into features
Based on the touchpoints and needs identified, I created a Product Feature Roadmap that outlines key app features and the next steps for design, ensuring each feature is prioritized to address user challenges and improve their experience by aligning with their motivations and needs.
Illustrating user navigation
I created a user flow chart to show the ways in which users might interact with this new feature. Doing this would help me make sure I include all necessary key frames I would need as I created wireframes for my prototype.
Medical history access feature: The user enables automatic access to their Health Profile for any consulted provider, eliminating the need for repetitive form-filling and re-explaining their health history at each appointment.
Follow-up scheduling feature: The user schedules follow-up appointments with the same doctor to maintain continuity and build trust in their care.
From ideation to implementation
I sketched out two low-fidelity wireframes to reflect both paths of my user flow, helping me visualize how these new features would take shape.
Medical history access feature: The user enables automatic access to their Health Profile for any consulted provider, eliminating the need for repetitive form-filling and re-explaining their health history at each appointment.
homepage
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profile-health history
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allow access modal
access granted
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Follow-up scheduling feature: The user schedules follow-up appointments with the same doctor to maintain continuity and build trust in their care.
homepage
recent appointments
date picker
appointment confirmed
High fidelity screens
The mid-fidelity screens were upgraded to high-fidelity in preparation for usability testing and feedback.
Medical history access flow
Follow up scheduling flow
Gathering insights from real users
With my wireframes ready, I conducted five moderated usability tests where participants were asked to share their screens while completing a series of two key tasks: Enabling provider access to medical history and scheduling a follow-up appointment. The goal was to evaluate the effectiveness and usability of these tasks, gather user feedback, identify areas for improvement, and uncover potential errors.
Key Findings
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The overall success rate was strong, with all participants successfully completing their assigned tasks.
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Terminology Issue: For the follow-up appointment task flow, 2/5 users found the term "Follow-Up" unclear, suggesting that it could be misinterpreted. They recommended changing the label "Follow-Up" to something more straightforward.
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Minor UI and Accessibility Feedback: Some participants provided minor feedback related to UI and accessibility, suggesting small adjustments for improved clarity and ease of use.
Making the iterations
With my wireframes ready, I conducted five moderated usability tests where participants were asked to share their screens while completing a series of two key tasks: Enabling provider access to medical history and scheduling a follow-up appointment. The goal was to evaluate the effectiveness and usability of these tasks, gather user feedback, identify areas for improvement, and uncover potential errors.
“Follow up” was changed to “ book another session “ due to user feedback which suggested the terminology used wasn’t clear enough/ confusing.
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"Edit Settings" button replaced with a gear icon and positioned it in the upper-right corner to simplify and declutter the profile UI.
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Based on user feedback, the “Allow Provider Access “ button was adjusted to better align with the brand’s consistency.
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Final high-fidelity prototype
The final design provided a well-rounded solution that seamlessly integrated into Galileo’s existing interface while effectively incorporating the essential features for scheduling follow-up appointments and granting medical history access.
Takeaways
This project challenged me to adapt to a fast-paced workflow, improving my time management and problem-solving skills—especially when working with limited resources and struggling to find users to interview.
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It also reinforced the importance of analyzing user feedback in the broader context of the project rather than taking it at face value. Every project presents unique challenges, and this one taught me how to navigate uncertainty with confidence while staying flexible in my approach.
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Impact
Through my research and testing, I was successfully able to provide a solution to one of the most complained-about issues in the Galileo app by implementing two key features.
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These features save users from having to repeatedly explain their medical history each time, ultimately saving them time and making it easier to schedule follow-up appointments—something that was previously complicated and frustrating.