Challenge:

The COVID-19 pandemic forced healthcare organizations to rapidly deliver vaccines at an unprecedented scale while navigating evolving public health guidance, fluctuating vaccine supply, and overwhelming demand. Existing ordering systems were fragmented, provider workflows varied across organizations, and both patients and healthcare staff faced significant uncertainty throughout the vaccination process. Building a digital solution was only part of the challenge—the larger opportunity was designing an experience that could adapt to rapidly changing operational and public health needs.

As part of Deloitte Digital's healthcare practice, I led the experience design workstream for a Fortune 100 healthcare client to create an end-to-end vaccine ordering and scheduling platform. Working closely with product managers, engineers, clinicians, and business stakeholders, I translated complex operational requirements into a scalable digital experience that balanced the needs of patients, providers, and healthcare administrators.

Approach:

This project required far more than designing interfaces. We had to make product decisions in an environment where eligibility rules, vaccine availability, and regulatory guidance changed frequently. Through rapid user research, cross-functional workshops, iterative prototyping, and continuous stakeholder alignment, I helped shape a product that could evolve alongside the pandemic while maintaining a simple, trustworthy experience for millions of potential users.

Outcome:

The resulting platform streamlined vaccine discovery, eligibility verification, appointment scheduling, and provider operations, enabling healthcare organizations to respond more effectively to one of the largest public health campaigns in recent history. The experience was designed not only to improve usability, but also to increase operational efficiency, support large-scale vaccine administration, and build confidence in a time of widespread uncertainty.