Scalable and interoperable healthcare CX platform

Innowise contributed to the enhancement of a future-ready customer experience platform through strategic SDK enhancements and FHIR integration.

Customer

Industry

Healthcare

Region

Client since

2024

Our client is a Canadian healthcare solutions provider focused on Customer Experience (CX) platform for healthcare institutions and medical practices. For their customers, they provide a suite of services which include a Software Development Kit (SDK) that enables the rapid development of customized healthcare applications, and the custom-built CX applications tailored to the specific customer needs. These applications, in turn, are built on top of the platform, which provides a unified user experience, centralized data management, and seamless interactions between different applications and the underlying infrastructure for deploying and managing these solutions.

Detailed information about the client cannot be disclosed under the provisions of the NDA.

Challenge

Lack of interoperability and scalability required to support the growing volume of healthcare services

The client needed to evolve its healthcare CX platform to meet the demands of the market and its growing customer base. With a diverse range of customers, from small practices to large healthcare institutions, the company needed to create a more scalable, interoperable system that could serve all clients while maintaining data consistency and security across applications. The challenge was to use their existing technology base, including the SDK and custom-built applications, while significantly expanding capabilities to support the growing complexity of healthcare services and the increasing need for seamless integration. The in-house resources were insufficient to meet these growing needs, so the client sought the assistance of the experienced development team.

Solution

The client's SDK enhancement, advanced features implementation, and content management centralization

To address these challenges, the client selected Innowise to augment their development team and refine their product strategy. Our collaborative approach focused on several key areas.

Enhanced software development kit

Our team expanded the client’s existing Software Development Kit (SDK), enhancing it with additional pre-built modules and templates. This improved SDK allowed for more efficient creation of customizable applications suited for specific needs of the healthcare domain audience.

Advanced feature implementation

The updated suite of development tools includes advanced data security protocols, live chat functionalities, and machine learning-driven health activity recommendations. A centralized database, built on a cloud-based platform that supports the FHIR standard, enables standardized data exchange across diverse healthcare systems, further enhancing the platform’s scalability and interoperability.

Unifed content management

A key focus of our efforts was on centralizing the content management system using the FHIR standard. This approach ensured adherence to cutting-edge practices at the intersection of medicine and technology. By helping implement unified user data storage, we enabled the facilitated transitions between various client applications within their ecosystem, ultimately improving the overall user experience.

Technologies

Backend Development

Golang

Database

MongoDB, FHIR (Cloud-based)

Cloud Platform

Google Cloud Platform (GCP)

Logging

Cloud Logs

Monitoring

Prometheus + Grafana

Infrastructure as Code

Terraform

Machine Learning

Python

Content Management

Contentful

Process

The development process has been built around Agile principles. The team has worked in sprints to design, develop, and deploy tailored solutions that leverage the core SDK. Through continuous iteration and refinement, the team has ensured that the SDK remains robust, scalable, and aligned with industry standards.

The development process has been driven by a prioritized backlog of features and enhancements, with regular releases and incremental updates to deliver value to clients. The team has collaborated closely with stakeholders to refine the SDK roadmap and ensure alignment with business objectives. The adoption of the Agile approach enabled the team to respond quickly to changing client needs, deliver high-quality solutions, and continuously improve its development process.

Team

Project Manager

Golang Developers

Front-end Developers

Python Developer

DevOps Engineer

Results

Faster development, seamless interoperability, greater security, and achieved 99% availability rate

The enhancement of the platform resulted in significant improvements for both the company and its customers:

Increased development speed: The SDK significantly reduced development time and effort, enabling faster time-to-market for client applications.
Enhanced interoperability: FHIR adoption ensured seamless data exchange between different applications and healthcare institutions.
Improved data security: A combination of cloud security measures and strict access controls ensured the secure handling of sensitive patient information.
Personalized user experiences: The platform enabled the creation of personalized health campaigns and recommendations, leading to more engaging and effective user experiences.
Increased availability and performance: The platform achieved a 99% availability rate and a 25% reduction in average response time, optimizing operational efficiency and improving the overall user experience.

Project duration

April 2024 - Ongoing

99%

platform availability rate

25%

reduction in average response time

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Scalable and interoperable healthcare CX platform

Customer

Challenge

Lack of interoperability and scalability required to support the growing volume of healthcare services

Solution