Launching a Student Telehealth Service from the Ground Up

---

The Center for Executive Medicine offered a high-touch, concierge healthcare experience — but the standard onboarding process took 3–4 days and required in-person visits. Adapting this model for a university student audience meant rethinking the entire journey: how do you preserve the quality of a premium health service while making it fast, digital-first, and accessible to a generation of students who expect to do everything from their phones?

I was brought in to help solve that — across service design, communications, and go-to-market all at once.

This wasn't a single-track project — I was simultaneously running service design work, building out the brand presence, launching an ambassador program, and creating all supporting materials. Each workstream fed the others.

Workflow redesign

Mapped the existing onboarding process with the team and identified which steps could be digitized or eliminated — cutting a 3–4 day in-person process to under one day, fully remote.

Onboarding materials

Created all written materials from scratch — who we are, what the service offers, how to enroll — designed for a student audience encountering the brand for the first time.

Website content

Wrote and structured the web content for the student telehealth program. The content remains live today.

Ambassador program

Recruited, onboarded, and wrote role descriptions for 7 student ambassadors. Managed their content creation, campus event presence, social media, and helped design program merch.

The core design challenge

The adult concierge onboarding process was thorough — but built around in-person touchpoints and a patient base with the flexibility to give 3–4 days to the process. Students don't have that. I worked with the team to audit every step: what required a physical visit? What could be a form? What could be asynchronous? The goal was to make the experience feel seamless without stripping out what made the service premium.

1

Current-state workflow mapping

Collaborated with the team to document the existing adult onboarding process end-to-end — identifying every touchpoint, handoff, and decision point.

2

Digitization opportunities

Evaluated each step for whether it could be moved online, eliminated, or consolidated. Built a cost model alongside the workflow to assess feasibility.

3

Materials and content creation

Developed all brand-facing content for students — onboarding docs, FAQ, website copy — calibrated to the tone and expectations of a college-aged audience.

4

Ambassador recruitment & program launch

Recruited 7 ambassadors, wrote their role descriptions, and built the program infrastructure — content calendar, campus events, and merch.

5

Prototype, refinement, and enrollment launch

By August, the program was live and open for testing— from blank canvas to functional service in one summer. 

7

Student ambassadors recruited, onboarded, and activated for campus events and content

200+

Flyers and shirts distributed at on-campus awareness events

<1 day

New student onboarding time — down from a 3–4 day in-person adult process

Live

Website content still active today — built and written during this internship

Designing for a new audience means questioning every assumption. A process that works perfectly for one user group can be completely wrong for another — even if the service underneath is identical.

Program management at an early stage means building infrastructure that outlasts you. The onboarding materials, ambassador framework, and website content I created weren't just deliverables — they became the foundation the program runs on.

Running parallel workstreams requires ruthless prioritization. Balancing service design, content creation, and ambassador management simultaneously taught me to identify dependencies and sequence work so nothing blocked anything else.