2022-2023

Virtual Medical Care at Galileo.io

Virtual Medical Care at Galileo.io

Virtual Medical Care at Galileo.io

Virtual Medical Care at Galileo.io

Galileo provides longitudinal primary care to millions of patients nationwide, including complex and underserved populations. I led design for Galileo’s care ecosystem and growth model, enabling rapid patient access and equipping clinicians with the context to deliver informed care


Galileo provides longitudinal primary care to millions of patients nationwide, including complex and underserved populations. I led design for Galileo’s care ecosystem and growth model, enabling rapid patient access and equipping clinicians with the context to deliver informed care.


Designed Galileo’s care ecosystem as a seamless “no wrong door” model, enabling rapid patient access and equipping clinicians with the context to deliver informed care

Overview

Galileo was evolving beyond its direct-to-consumer roots to provide virtual medical care to small-to-large employers and health insurance companies (B2B, B2B2C). This shift required expanding our multi-channel care access and delivery pipelines to support a broader patient population. We found ourselves committing to contracts we couldn’t yet fulfill, so we needed to rapidly design and deploy a solution to meet the growing demand.

Galileo was evolving beyond its direct-to-consumer roots to provide virtual medical care to small-to-large employers and health insurance companies (B2B, B2B2C).


This shift required expanding our multi-channel care access and delivery pipelines to support a broader patient population. We found ourselves committing to contracts we couldn’t yet fulfill, so we needed to rapidly design and deploy a solution to meet the growing demand.

Approach

With leadership aligned on the new direction, we validated our strategy through deep competitive analysis. These insights drove the creation of flexible service models designed to widen patient access. This pivot not only opened new B2B and B2B2C revenue streams but ensured Galileo remained scalable and competitive in a crowded market.

Project Timeline

Project Timeline

UX Modeling

I mapped several alternative onboarding flows, each testing a different sequence for employer‑sponsored, payer‑sponsored, and direct‑to‑consumer patients. In every scenario, D2C served as the default path for non‑sponsored users. These diagrams were strictly exploratory and do not yet reflect every category detail discussed above; their purpose was to pressure‑test options for opening the registration and care‑access funnel.

Where we landed

Anchored by clear business goals and user needs, we adopted a single, converging funnel that:

  1. Surfaces sponsor selection up‑front (insurance, employer, or none) so coverage validation happens before users invest further time.
  2. Uses D2C as the universal fallback: any skip, failure, or ineligible sponsor gracefully routes to the self‑pay path rather than ejecting the user.
  3. Normalizes every registrant into the same data model by the time they reach preliminary demographics, simplifying downstream clinical and analytics workflows.
  4. Adds one mandatory security checkpoint (phone verification) to satisfy both regulatory identity proofing and engagement needs (SMS reminders, MFA).
  5. Minimizes friction: no branch exceeds two extra fields beyond the base flow, keeping overall drop‑off risk low while still capturing the coverage data we need to bill correctly.

This hybrid design lets us keep the direct‑to‑consumer experience as the “happy path” for non‑sponsored users while seamlessly accommodating employer and payer programs, positioning us to scale B2B contracts without fragmenting the user experience.

Some wires showing the strategy

Membership Path Selection

These key screens, embedded both inside the registration funnel and again after account creation, let every user confirm or adjust their membership type. Placing the selector at both points supports the converging‑funnel strategy we adopted: coverage is captured early enough for accurate billing, yet users can still switch paths later without friction. This dual‑touch approach keeps D2C as the seamless fallback while giving employer and payer programs full parity, exactly as outlined in our final design.


Higher Fidelity

Membership Path Selection

These key screens, embedded both inside the registration funnel and again after account creation, let every user confirm or adjust their membership type. Placing the selector at both points supports the converging‑funnel strategy we adopted: coverage is captured early enough for accurate billing, yet users can still switch paths later without friction. This dual‑touch approach keeps D2C as the seamless fallback while giving employer and payer programs full parity, exactly as outlined in our final design.


Higher Fidelity

Completeting the Patient Journey Architecture:
Enabling Multi-Channel Growth

Completeting the Patient Journey Architecture:
Enabling Multi-Channel Growth

Design Challenge

How might we deliver timely, high-quality virtual care, without adding friction, while simultaneously verifying each patient’s coverage or collecting self-pay details, so that clinical needs are met immediately and revenue integrity is assured for every encounter?
Post-Registration Engagement Strategy

Personalized Content
  • Implement a dynamic content hierarchy that prioritizes relevant care options based on the user's sponsor type and healthcare history.
  • Deploy intelligent service recommendations that align with specific coverage benefits and employer-sponsored programs.
Longitudinal Care Management
  • Create sponsor-aware follow-up protocols that maintain appropriate communication cadence based on payment relationship.
  • Develop automated care journey mapping that guides patients through appropriate treatment pathways while respecting coverage limitations.
Integrated Health Record Ecosystem
  • Establish unified documentation architecture that maintains clinical consistency while adapting billing outputs to sponsor requirements.
  • Implement secure data sharing protocols optimized for each sponsor relationship, ensuring appropriate information exchange with insurers and employers.

This strategic enhancement extends our modular approach beyond initial access, creating a cohesive post-login experience that maintains sponsor-appropriate interactions throughout the entire patient journey while preserving clinical quality and operational efficiency.

Post-Registration Journey

Complete Patient Onboarding Journey

Pre-case submission

Post-case submission

Result Metrics

Result Metrics

Increase in patient base

30% increase in patient base and a 10-15% reduction in healthcare costs for small business clients by the end of FY 2023.

Improved user engagement

Improved user engagement that helped resolve 87% of cases through asynchronous care and delivered a 93% first-time accurate diagnosis rate in partnership with clinical staff.

In Summary

By rethinking the onboarding experience across multiple sponsor funnels and care models, I helped Galileo create a holistic entry that was extensible, clinically sound, and operationally scalable. The work streamlined enrollment, reduced support burden, and laid the foundation for a modular care platform adaptable to enterprise, direct-to-consumer, and partner growth.

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