I led both the design strategy and project execution for this telemedicine platform, managing a cross-functional team of 12 across design, development, and healthcare domains. My dual role allowed me to ensure user-centered design principles were maintained while navigating complex implementation challenges.

I designed a multi-channel telemedicine platform that met users where they were technologically and culturally:

SMS: Appointment reminders and health tips that worked on any phone USSD: Interactive menus for structured consultations without internet IVR: Voice-guided consultations in local languages for complex cases

The key insight? Instead of forcing users to adapt to technology, I created multiple pathways so they could choose the best option for their needs and circumstances. Users could even start consultations on one channel and continue on another.

The platform exceeded all targets and transformed healthcare delivery:

This project taught me that exceptional UX design in complex environments requires deep cultural empathy combined with rigorous methodology. The most successful solutions emerge from genuine partnerships with users rather than assumptions made in conference rooms.

Working directly with health workers and patients in rural Kenya challenged every assumption I had about technology design. When users tell you they no longer worry about their family’s health because help is always available through their phone, you realize the profound impact thoughtful design can have on human lives.

Core takeaway: Multi-channel strategies that provide user choice are more effective than single-platform approaches, especially in diverse, resource-constrained environments where one size definitely doesn’t fit all.