"Our hospitals are overwhelmed with patients, we are over worked, and we have no organization on fielding patients who are suffering from severe illness, as opposed to Non-Life Threatening issues. We have to treat everything as an emergency because we cannot easily separate the very sick patients, verse those who just need a virtual visit and over the phone medical help."

After speaking with the hospital board of directors and doing a quick poll, we found roughly 75% of the pain points were coming from lack of knowledge on how virtual visits work for people 60+ years of age. We figured if we can handle that percentage of people to be able to assist themselves through a service website, that would free up the emergency physicians to get back to treating the severly ill instead of answering phones.

After some quick brainstorming, it was pretty clear we needed to permission the site for patient users, and doctor users. The direction was clear, so a quick flow in Miro did the trick, and I was able to validate the journey with the team, giving me clearance to begin building the design of the site.