Telehealth App Development
The Challenge
The client’s legacy system consisted of a call center application, a customer management app, and an account builder. The core of the system uses an account builder application that helps service providers manage calls through a system-guided session. In addition to this, the client utilizes a call center application to manage calls and a customer application to handle customer details.
During the discovery phase, Experion discovered that the identity server implementation (Authentication & Authorization) was built into the API, which was not a scalable approach. Both of these conditions resulted, on average, in 1.4 to 2.1 million API calls daily. For a system with an average of 25-35 concurrent users, this request count was on the higher side. The increased API calls led to frequent system outages, which sometimes resulted in data loss, making the system non-compliant with HIPAA.
The client also wanted to revamp the user interface to aid different stakeholders using the system.
Our Solution
Experion conducted a 2-week discovery phase to study the existing system and establish the business goals of the client. This phase helped Experion understand the underlying drivers for a successful outcome, in addition to the requirements brief shared by the client.
To fix the API request count, Experion introduced a mechanism to queue and persist commands on the client browser. This is then processed as a batch with the help of a service worker (a background service) and synchronized with the server at fixed intervals. This implementation substantially reduced the request count, which in turn lowered the infrastructure costs. We also designed a resilience mechanism to prevent any further data loss in worst-case scenarios.
Since there were a large number of requests for user authentication, the authentication mechanism was implemented as a separate service.
Additionally, an intuitive user interface was designed and developed as part of the solution re-engineering activity, offering ease of use to all relevant stakeholders from the client’s side.
Post-delivery, Experion continues to provide development services for the client in the ongoing engagement, particularly focusing on enhancing the telehealth app development experience.
Business Impact
- The new system architecture is highly scalable.
- The new system is highly modular; new features and updates could be added without affecting core functionality.
- Saves the client over $75,000 a year on infrastructure costs.
- Reduced average requests per day from 1.48 million to 990,000.
- Average DTU consumption is reduced from 60% to 4%.
The transition to modern telehealth app development has positioned the client for future growth, enabling them to serve their users better while maintaining compliance and efficiency. This transformation reflects a commitment to innovative solutions in the healthcare space, ultimately enhancing patient care and service delivery. By investing in telehealth app development, the client ensures better access to care for individuals in need.