Population Health Market

Modernising healthcare into one platform

To comply with non-disclosure agreements, all confidential information has been omitted and obfuscated. All information on the case study is Fiona's own interpretation for recommendations which does not necessarily reflect the views of the company.

By the end of 2024, Telstra Health entered into a partnership with Salesforce and actioned into gear of the Horizon project for a modernised central one platform for core Clinical and the four markets: Population Health, Multi-disciplinary Care, Aged Care and Hospitals.

Salesforce Healthcloud proof of concept, subject to change

Context: Establishing consistent experiences for the healthcare markets

Telstra Health had accquired a multitude of healthcare products and services across the market as a business. The Salesforce partnership was to consolidate the multitude of data across the markets to be centralised into one data platform.

Problem

I was the sole leading designer from Population Health Solutions department until late 2024, there was changes to the company's operating model and the design team across the markets came together. I brought to the whole Design Team, Population Health's current information architecture, service blueprints and personas to extend and repurpose to building for the Population Health future-state experience in Salesforce Healthcloud.

Given that the technology was driven by Salesforce, the Design team at Telstra Health had to own leading research and content. As the jargon interchanged a lot between the healthcare markets and an enterprise content designed glossary was needed to serve for Product, Design, Clinical and Solution Architects to contribute and maintain.

Process

Every subject matter expert (Clinical and Product) had their own versions of documenting content and jargon being used for the one platform.

Seeing that Atlassian's Confluence and Microsoft Excel spreadsheets missed the push-notifications feature to inform either Product, Clinical or Solution Architects to review and approve.

Given that Telstra Health's ecosystem was under Microsoft. I migrated all data sources into Microsoft Lists to then have automation triggered to email and Microsoft Teams notifying of new jargon entries or updates so that all Product, Design, Clinical and Solution Architects are aware of the language and content being used in the one platform and markets.

Additionally the Salesforce Healthcloud platform was pre-built and some applications had to be tailored for the markets, therefore I audited within the environment to map what the content is for which app and how best to be consistent and reuseable across the applications for the markets.

Solution

Salesforce Healthcloud had it's own design language and I referenced a realistic analogy to help the designers understand the navigation experience built inside Salesforce Healthcloud.