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 (4 months) - Beta testing
2025 (4 months) - Beta testing
Role
Lead UX designer
Lead UX designer
User research (field trip, interview, testing)
User research (field trip, interview, testing)
User flow, information architecture, wireframes
User flow, information architecture, wireframes
Hi-fi mockups, design system update
Hi-fi mockups, design system update
Team
👩🏻🦱 Page (Product manager)
👩🏻🦱 Page (Product manager)
👩🏻 Aya (Product owner)
👩🏻 Aya (Product owner)
👨🏻💻 Chris (Server)
👨🏻💻 Chris (Server)
👨🏻💻 Avram & Vincent (Front-end)
👨🏻💻 Avram & Vincent (Front-end)
Overview
Problem
Hazel Health's iPad kiosk system was creating operational barriers and limiting healthcare access for students, contradicting the company's mission to make school health services more accessible and efficient.
Hazel Health's iPad kiosk system was creating operational barriers and limiting healthcare access for students, contradicting the company's mission to make school health services more accessible and efficient.
Solution
A unified, web-based platform with innovative visit-scoped sessions that enables secure, flexible access to telehealth services on any device while maintaining HIPAA compliance and eliminating workflow confusion.
Deliver a simple, efficient, and comprehensive workspace to streamline the treatment planning process and reduce the learning curve for orthodontists.
Potential impact
Potential impact
💰 Cost Reduction: Saving $1.5M - $4.5M in hardware costs alone
💻 Increase Access: Enable multiple concurrent visits and flexible locations for mental health services
💨 Improve Efficiency: Unified platform eliminate system-switching and reduced visit setup time
🙈 Enhance Privacy: Scoped sessions maintain HIPAA compliance on shared devices
💰 Cost Reduction: Saving $1.5M - $4.5M in hardware costs alone
💻 Increase Access: Enable multiple concurrent visits and flexible locations for mental health services
💨 Improve Efficiency: Unified platform eliminate system-switching and reduced visit setup time
🙈 Enhance Privacy: Scoped sessions maintain HIPAA compliance on shared devices
The "10-minute preparation" that took 20+ minutes
The "10-minute preparation" that took 20+ minutes
Hazel Health serves 2.5 million students across 3,000 schools with our telehealth platform. But there was a problem: our iPad-only system for visit was supposed to make healthcare more accessible, but it was actually creating new barriers.
I had the opportunity to visit 3 schools and observe real users in their natural environment. The experience was truly eye-opening.
Hazel Health serves 2.5 million students across 3,000 schools with our telehealth platform. But there was a problem: our iPad-only system for visit was supposed to make healthcare more accessible, but it was actually creating new barriers.
I had the opportunity to visit 3 schools and observe real users in their natural environment. The experience was truly eye-opening.
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
Below are the screenshot of main steps on 2 different systems
Below are the screenshot of main steps on 2 different systems
View calendar from web portal
Switch on iPad app to prepare visit
Start visit on iPad
What should have been simple became a treasure hunt:
What should have been simple became a treasure hunt:
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
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 analysis revealed that our UX problems weren't just user frustrations—they were existential business threats.
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.
T he strategic alignment
T he 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.
How might we transform Hazel Health's telehealth platform to remain financially sustainable and scalable while actually enabling school staff to serve students efficiently and accessibly?
How might we transform Hazel Health's telehealth platform to remain financially sustainable and scalable while actually enabling school staff to serve students efficiently and accessibly?
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
Janette Initiator
28
years
.
Female
School Counselor
Hazel visit Initiator
I want:
When a student finally opens up about needing help, I need to be able to act on it immediately.
Login Web
Checking upcoming visit
Locate & Escort student to the private room
Login again and start the session directly with any device
Finish the session
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:
❌
Still required device dependency
❌
Still required device dependency
Users would need to stay logged in on specific devices
Users would need to stay logged in on specific devices
❌
Created privacy nightmares
❌
Created privacy nightmares
Shared devices with PHI exposure
Shared devices with PHI exposure
❌
Added new security risks
Login information stored on shared school computers)
❌
Added new security risks
Login information stored on shared school computers
❌
Didn't eliminate workflow confusion
❌
Didn't eliminate workflow confusion
Still switching between systems for different tasks
Still switching between systems for different tasks
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?
Recognizing the importance of strategic planning in design, I ensured that we established a clear and effective design direction before initiating any wireframe or visual design work.
Recognizing the importance of strategic planning in design, I ensured that we established a clear and effective design direction before initiating any wireframe or visual design work.
Let's get on visual
Let's get on visual
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.
Wireframe of MVP
Wireframe of MVP
Below is the wireframe of the MVP for the beta testing which only allow visit-scoped session for mental health visit.
Below is the wireframe of the MVP for the beta testing which only allow visit-scoped session for mental health visit.
Key screens
Key screens
Below are key screens for start a mental health visit all migrated on web platform.
Below are key screens for start a mental health visit all migrated on web platform.
Everything starts from portal
No more device/system switch. User only need to login portal to find all they needed.
Visit scoped session
With a 6-digit code and student identity information, school users now can access to the visit on any device. No more treasure hunting.
Debugging the dream: A smash and a hand from tech
Debugging the dream: A smash and a hand from tech
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
Turned into UX advantages
Time limited code window
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.
Final design
Final design
Key features: One click visit start
Key features: Send modification request inside workspace
School staff new initiate visits directly from calendar view without switching systems to hunting for devices.
School staff new initiate visits directly from calendar view without switching systems to hunting for devices.
Key features: Visit scoped session can be access on any device
Key features: Send modification request inside workspace
Whether on school computer or shared tablet - the experience remain consistent and secure
Whether on school computer or shared tablet - the experience remain consistent and secure
Key features: Session confirmation
Key features: Send modification request inside workspace
Helps school initiator feel confident they're in the right session.
Helps school initiator feel confident they're in the right session.
Key features: Waiting room with provider controlled start
Key features: Send modification request inside workspace
Waiting room keeps users ready and visible.
Waiting room keeps users ready and visible.
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 3,000 schools deliver healthcare to 2.5 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 3,000 schools deliver healthcare to 2.5 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.
