Hazel Health 👧🏻
From Kiosk to Cloud: K-12 Telehealth Platform Migration
From Kiosk to Cloud: K-12 Telehealth Platform Migration
Transformed single-device telehealth constraints into a flexible, multi-device platform
Transformed single-device telehealth constraints into a flexible, multi-device platform
Timetime
2025 (6 months) - Beta testing in progress
2025 (6 months) - Beta testing in progress
Role
Lead Product designer
Lead Product designer
Owned the end-to-end design strategy
Owned the end-to-end design strategy
Defined the core "visit-scoped session" model
Defined the core "visit-scoped session" model
Mapped out the distinct user flows for different personas
Mapped out the distinct user flows for different personas
Overview
Problem
Hazel Health’s iPad-only kiosk system was limiting healthcare access in schools, creating workflow friction, and undermining its mission to provide accessible, efficient telehealth services for K–12 students.
Hazel Health’s iPad-only kiosk system was limiting healthcare access in schools, creating workflow friction, and undermining its mission to provide accessible, efficient telehealth services for K–12 students.
Solution
A unified, web-based platform featuring “visit-scoped sessions”—a secure, flexible experience accessible from any device. This redesign maintains HIPAA compliance, simplifies workflows, and enhances scalability.
Deliver a simple, efficient, and comprehensive workspace to streamline the treatment planning process and reduce the learning curve for orthodontists.
Potential impact
$4.5 M
Cost Reduction in hardware costs alone
75%
Setup time dropped from 15–20m to 3–5m
Privacy
Enhance Privacy on shared devices
Access
Enable multiple concurrent visits
Potential impact
$4.5 M
Cost Reduction in hardware costs alone
75%
Reduced visit setup time
Privacy
Enhance Privacy on shared devices
Access
Enable multiple concurrent visits
Finally, a chance to fix what was broken
Finally, a chance to fix what was broken
The old kiosk system locked visits to a single iPad. School staffs wasted minutes hunting devices, and students were left waiting. Starting a visit was a confusing, multi-system process. This wasn't just a UX issue; it was a barrier to care. This is a long-standing usability issues we’d heard about for years—but never had the time, tooling, or alignment to solve.
The old kiosk system locked visits to a single iPad. School staffs wasted minutes hunting devices, and students were left waiting. Starting a visit was a confusing, multi-system process. This wasn't just a UX issue; it was a barrier to care. This is a long-standing usability issues we’d heard about for years—but never had the time, tooling, or alignment to solve.
Why now?
Why now?
The company’s rapid growth meant more students needed care at the same time. One-device kiosks could no longer keep up. Concurrent visits had become a daily reality, and the old model simply couldn’t scale. What had once been a tolerated inefficiency had turned into a barrier to growth and access, making this the moment to act.
The company’s rapid growth meant more students needed care at the same time. One-device kiosks could no longer keep up. Concurrent visits had become a daily reality, and the old model simply couldn’t scale. What had once been a tolerated inefficiency had turned into a barrier to growth and access, making this the moment to act.
The locked-down iPad inside the school health room
The locked-down iPad inside the school health room
The kiosk bottleneck
Hazel’s original PH visits relied on a locked-down iPad “kiosk mode.”
School visit initiators could only initiate and complete visits from specific, pre-configured devices.
Often creating delays, hardware issues, and access barriers.
The kiosk bottleneck
Hazel’s original PH visits relied on a locked-down iPad “kiosk mode.”
School visit initiators could only initiate and complete visits from specific, pre-configured devices.
Often creating delays, hardware issues, and access barriers.
Field research: when “10-minute prep” took 20+ minutes
Field research: when “10-minute prep” took 20+ minutes
To ground our redesign, I conducted on-site visits in 3 schools. I shadowed staff as they prepared and launched visits, documenting what they expected to do versus what actually happened. The gap was striking—what should have been a straight path often became a 10+ minute detour. These findings became powerful evidence to share with engineering and product leadership.
To ground our redesign, I conducted on-site visits in 3 schools. I shadowed staff as they prepared and launched visits, documenting what they expected to do versus what actually happened. The gap was striking—what should have been a straight path often became a 10+ minute detour. These findings became powerful evidence to share with engineering and product leadership.
Expected behavior
🗓️ Check upcoming visits on web-platform
🗓️ Check upcoming visits on web-platform
🔎 Locate student
🔎 Locate student
📝 Provide hall pass & escort to private room
📝 Provide hall pass & escort to private room
🖥️ Setup iPad
🖥️ Setup iPad
▶️ Start visit
▶️ Start visit
Actual behavior
🗓️ Check upcoming visits on web-platform
🗓️ Check upcoming visits on web-platform
📝 Write down on sticky note
📝 Write down on sticky note
❌ Failed to locate student
❌ Failed to locate student
📞 Call for help to find the student
📞 Call for help to find the student
✅ Find student
✅ Find student
⏳Wait for the key of private room
⏳Wait for the key of private room
🖥️ Setup iPad
🖥️ Setup iPad
❌ Finally start (wrong flow)
❌ Finally start (wrong flow)
▶️ Actually start correctly
▶️ Actually start correctly
⏰ Visit begins 10+ mins late
⏰ Visit begins 10+ mins late
Focusing on what we could solve now
Focusing on what we could solve now
Our field research uncovered a mix of problems—some within our control, some not. For example, improving how schools locate or inform students would require broader collaboration with districts and third-party systems, which was outside our immediate scope.
Instead of stalling, we chose to focus on what we could resolve right away:
Our field research revealed multiple issues, including some requiring external partnerships or additional research. To maximize immediate impact, we're prioritizing problems that can be solved with current resources.
The customer journey map below highlights these prioritized issues within our portal experience based on 10+ user interviews with school users.
By tackling the solvable issues first, we created immediate impact while leaving a clear path for future improvements.
Removing the kiosk bottleneck
Simplifying the visit start flow
Protecting privacy on shared devices
Aligning UX insights with business reality
Aligning UX insights with business reality
Before diving into solutions, I needed to ensure our user research insights aligned with Hazel Health's critical business challenges. This wasn't just about making users happy—it was about solving problems that could make or break the company.
Working closely with our Product Manager, we analyzed the user pain points discovered through user interview with our business impact. This wasn’t just a UX fix—it tied directly into business priorities.
Before diving into solutions, I needed to ensure our user research insights aligned with Hazel Health's critical business challenges. This wasn't just about making users happy—it was about solving problems that could make or break the company.
Working closely with our Product Manager, we analyzed the user pain points discovered through user interview with our business impact. This analysis revealed that our UX problems weren't just user frustrations—they were existential business threats.
The strategic alignment
The strategic alignment
The strategic imperative became clear: We needed to solve user experience problems to save the business model itself.
Before diving into solutions, I needed to ensure our user research insights aligned with Hazel Health's critical business challenges. This wasn't just about making users happy—it was about solving problems that could make or break the company.
Working closely with our Product Manager, we analyzed the user pain points discovered through user interview with our business impact. This analysis revealed that our UX problems weren't just user frustrations—they were existential business threats.
The problem
How might we design a visit start experience that is fast, flexible across devices, and safe for student privacy—so staff can focus on care instead of technology?
Finding the design direction
Finding the design direction
Instead of jumping straight into wireframes, I organized collaborative workshops with our cross-functional team. We needed crystal clear direction before designing anything.
Instead of jumping straight into wireframes, I organized collaborative workshops with our cross-functional team. We needed crystal clear direction before designing anything.
So, just move all content lives in iPad to web?
So, just move all content lives in iPad to web?
Based on our research findings, the obvious solution seems simple: just move all the iPad content into the web portal so we have one unified platform.
Based on our research findings, the obvious solution seems simple: just move all the iPad content into the web portal so we have one unified platform.
User flow for unified platform
User flow for unified platform
But does this actually solve our users' problems?
But does this actually solve our users' problems?
We realized our "obvious" solution would actually create bigger problems:
We realized our "obvious" solution would actually create bigger problems:
Created privacy nightmares
Created privacy nightmares
Shared devices with PHI exposure
Shared devices with PHI exposure
Still required device dependency
Still required device dependency
visits still assumed a dedicated device
visits still assumed a dedicated device
Patient privacy at risk
Patient privacy at risk
Student data remained visible across visits on shared devices.
Student data remained visible across visits on shared devices.
The Breakthrough Moment 🎉
The Breakthrough Moment 🎉
That's when we had our eureka moment:
What if we separated visit management from visit execution?
What if we could create temporary, isolated sessions that automatically protect privacy?
Through cross-functional brainstorming, we identified the core innovation needed:
That's when we had our eureka moment:
What if we separated visit management from visit execution?
What if we could create temporary, isolated sessions that automatically protect privacy?
Through cross-functional brainstorming, we identified the core innovation needed:
Visit-scoped sessions—a way to enable "any device" access while maintaining HIPAA compliance on shared devices.
Visit-scoped sessions—a way to enable "any device" access while maintaining HIPAA compliance on shared devices.
So, how it works?
So, how it works?
Two Journeys, One Secure Pattern
Both Mental Health (MH) and Physical Health (PH) begin in the web portal and join via a visit-scoped session. MH emphasizes scheduling and privacy; PH adds clinical documentation steps.
Both Mental Health (MH) and Physical Health (PH) begin in the web portal and join via a visit-scoped session. MH emphasizes scheduling and privacy; PH adds clinical documentation steps.
Why this changed everything?
Both Mental Health (MH) and Physical Health (PH) begin in the web portal and join via a visit-scoped session. MH emphasizes scheduling and privacy; PH adds clinical documentation steps.
Both Mental Health (MH) and Physical Health (PH) begin in the web portal and join via a visit-scoped session. MH emphasizes scheduling and privacy; PH adds clinical documentation steps.
Access with any device
Access with any device
Use whatever device is closest
Use whatever device is closest
Login protected
Login protected
No staff logins left behind; sessions expire automatically
No staff logins left behind; sessions expire automatically
Isolated patient information
Isolated patient information
Each visit scoped to its own secure session, preventing cross-visit exposure
Each visit scoped to its own secure session, preventing cross-visit exposure
Let’s visualize the solution
Let’s visualize the solution
To better help the team understand the flow, I created the wireframes to visualized the key steps of the new experience with all content migrate to web portal.
To better help the team understand the flow, I created the wireframes to visualized the key steps of the new experience with all content migrate to web portal.
🙍🏻♀️ Mental Health Flow
🙍🏻♀️ Mental Health Flow
Get prepared on school's staff's Hazel Platform
School initiator login on web portal with their own device..
Check the upcoming visit and choose how they want to start a visit
Generate a session code if choose start visit on another device.
No login required for joining the visit
Switch device & enter code / identity.
Identity confirmed & wait for provider to start the session.
Let the student enjoy the session and it automatically ends when the visit is complete.
💊 Physical Health Flow
💊 Physical Health Flow
Get prepared on school's staff's Hazel Platform
School initiator login on web portal with their own device..
Search for the student who needs the physical treatment immediately and answer pre-screening questions.
Choose the visit join option.
No login required for joining the visit
Switch device & enter code / identity.
Identity confirmed & wait for provider to start the session.
Let the student enjoy the session and it automatically ends when the visit is complete.
Manage post-visit documentation on a secured paltform
PH initiator back to web portal, check the post-visit information.
Record whether treatment was provided to keep accurate visit records.
Complete discharge
Building with guardrails
Building with guardrails
With the visit-scoped session concept defined, I worked closely with our engineering team to validate feasibility and identify constraints that would shape the final design.
With the visit-scoped session concept defined, I worked closely with our engineering team to validate feasibility and identify constraints that would shape the final design.
Tech constraints identified
Tech constraints identified
🧑🏻🔧
We need to ensure the session can't be hijacked or extended beyond their intended scope.
— Vincent
🤷🏼♂️
Session code and student verification information must happen simultaneously
— Chris
🙅🏽♂️
System cannot verify both student DOB and school ID number together - selecting both will cause system errors.
— Avram
Iterations: translated into UX opportunities
Short-lived codes
Codes only being available 1 hour before visits and expiring immediately after actually created a tighter security model than we initially planned.
Simultaneous verification
The requirement to verify session code and student identity together eliminated potential confusion about multi-step verification processes.
Single identity verification
The system limitation of verifying either DOB or school ID (not both) forced us to create a clearer, more decisive user interface.
Rebranding challenge
Rebranding challenge
As rebranding request from marketing, I refreshed critical components with clear labels, helper text, and explicit error states; ensured predictable focus order; and aligned contrast with WCAG. These patterns ship across both the portal and session views to reduce cognitive load and training needs.
As rebranding request from marketing, I refreshed critical components with clear labels, helper text, and explicit error states; ensured predictable focus order; and aligned contrast with WCAG. These patterns ship across both the portal and session views to reduce cognitive load and training needs.
Final design
Final design
Key features:
Quick visit setup — Portal login & visit info
Key features: Send modification request inside workspace
School staff log into the web portal, review visit details, and generate a session code in one flow.
School staff log into the web portal, review visit details, and generate a session code in one flow.
Key features:
Any device access — Code + identity, no login
Key features: Send modification request inside workspace
Staff or students switch to any available device, enter the session code and identity, and join securely without logging in.
Staff or students switch to any available device, enter the session code and identity, and join securely without logging in.
Key features:
PH pre-visit streamlined — Intake on the portal
Key features: Send modification request inside workspace
For Physical Health, staff complete student search, consent confirmation, and pre-screening directly in the portal before the provider joins.
For Physical Health, staff complete student search, consent confirmation, and pre-screening directly in the portal before the provider joins.
Key features:
PH post-visit management — Secure records
Key features: Send modification request inside workspace
After the visit, staff record treatment, complete discharge through the secure portal.
After the visit, staff record treatment, complete discharge through the secure portal.
Reflection & next stpes
Reflection & next stpes
What I learned
Cross-functional collaboration is everything when dealing with complex technical, security, and UX constraints simultaneously.
Field observation reveals what interviews miss - seeing that 20-minute "setup" process was the breakthrough moment.
Sometimes the biggest insights come after launch - beta testing with real users in real situations will let us know what actually mattered and we're prepared!
Cross-functional collaboration is everything when dealing with complex technical, security, and UX constraints simultaneously.
Field observation reveals what interviews miss - seeing that 20-minute "setup" process was the breakthrough moment.
Sometimes the biggest insights come after launch - beta testing with real users in real situations will let us know what actually mattered and we're prepared!
Keytakeways
This project proves that thoughtful UX design can solve complex technical challenges while actually improving the user experience. We didn't just migrate from iPad to web - we fundamentally transformed how 5,000 schools deliver healthcare to 5 million students.
The visit-scoped session idea shows that tech and usability don't have to be trade-offs. Sometimes the most innovative solutions come from truly understanding the constraints and designing with them, not around them.
This project proves that thoughtful UX design can solve complex technical challenges while actually improving the user experience. We didn't just migrate from iPad to web - we fundamentally transformed how 5,000 schools deliver healthcare to 5 million students.
The visit-scoped session idea shows that tech and usability don't have to be trade-offs. Sometimes the most innovative solutions come from truly understanding the constraints and designing with them, not around them.
