Case Study · Galileo · 2022–2023

Virtual Medical Care

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

Disciplines: Product Design · Design Strategy · Service Design · User Research
Categories: Healthcare · Telehealth · Growth · 0→1

30%

Increase in patient base

10–15%

Lower healthcare costs (SMB)

87%

Of cases resolved async

93%

First-time accurate diagnosis

Context

Galileo was evolving beyond its direct-to-consumer roots to serve small-to-large employers and health insurers (B2B and B2B2C). That shift meant widening the care-access and delivery pipeline for a far broader patient population. The pressure was real: the company was signing contracts it couldn't yet fulfill, so the solution had to ship fast.

My role

I led design for Galileo's care-access and growth model, owning the onboarding architecture that let the company serve employer and payer programs without rebuilding the experience consumers already knew.

The challenge

How might we deliver timely, high-quality virtual care without adding friction, while verifying each patient's coverage or collecting self-pay details, so clinical needs are met immediately and revenue integrity holds for every encounter?

Approach

I validated the direction with competitive analysis, then mapped alternative onboarding flows for employer-sponsored, payer-sponsored, and direct-to-consumer patients. Where we landed was a single converging funnel:

Sponsor selection up front (insurance, employer, or none), so coverage is validated before anyone invests time.
Direct-to-consumer as the universal fallback: any skip, failure, or ineligible sponsor routes to self-pay instead of ejecting the user.
One shared data model: every registrant normalizes to the same shape by preliminary demographics, simplifying clinical and analytics workflows downstream.
A single security checkpoint (phone verification) covering both regulatory identity proofing and engagement (SMS reminders, MFA).
Minimal friction: no branch adds more than two fields beyond the base flow.

Outcome

Routing every ineligible path to self-pay kept the consumer happy-path intact while giving employer and payer programs full parity, so Galileo could sign B2B contracts without fragmenting the experience. By the end of FY2023 the model had grown the patient base 30% and cut small-business healthcare costs 10 to 15%, with asynchronous care resolving 87% of cases at a 93% first-time accurate diagnosis rate. It cut support burden and became the foundation for a modular care platform serving enterprise, consumer, and partner programs.