Map a direct-to-consumer telehealth operating model

Follow the service path

Start with the consumer entry point and document each transfer: education, assessment, eligibility, consent, clinician interaction, treatment decision, pharmacy or fulfillment, payment, monitoring, and support. Label the organization responsible for each step and where state availability changes the path.

Keep an advertised turnaround time separate from a contractual service level and from the time required for an individualized clinical decision.

• Acquisition source
• Intake owner
• Clinical entity
• Prescribing decision
• Fulfillment partner
• Follow-up route

Separate evidence types

Company pages are primary sources for prices, process descriptions, service areas, and the company's own claims. They are not independent evidence that a treatment is suitable or effective for a particular person. Clinical claims require appropriate medical sources and dates.

For a live example, Embirwell publishes an about page describing the service and a pricing page that can be checked when mapping the commercial model.

Test the economics and constraints

Model acquisition cost, assessment completion, clinician capacity, pharmacy or medication economics, refunds, support load, and retention. Then test how the model changes when eligibility rates, paid-media costs, or clinician availability move.

A useful profile also records state coverage, privacy responsibilities, complaint handling, and the boundary between platform operations and medical practice.

• Customer acquisition cost
• Assessment completion
• Clinical capacity
• Gross margin boundary
• Refund exposure
• Retention and follow-up