Execution

Launching 24/7 On-Demand Virtual Care

Strategy Consultant, Monitor Deloitte•2021

Embedded with Kaiser Permanente teams to build and launch an on-demand virtual front door so members could see a doctor anytime, from anywhere.

Cross-functional teamingStrategy framing and prioritizationExperience design and journey mapping

Challenge

Launching nationwide meant aligning many teams while building a new end-to-end product that could actually run in the real world.

Solution

Led go-live planning and execution with cross-functional Kaiser teams while building the product and operational workflows across front-end, back-end, and care delivery.

Outcome

Launched across all 50 states, supporting 24/7 on-demand phone and video care for over 10M patients.

What I Learned

I learned what it means to ship something that people actually depend on. Execution was less about having the perfect plan and more about staying calm, aligning teams, and pushing decisions through.