Project Overview
A healthcare appointment booking system designed to address existing system gaps and improve usability for staff and patients. The project focused on conducting in-depth interviews with UK healthcare staff to map workflow inefficiencies and create a tailored solution for multiple stakeholders.
Product
My Role & Responsibilities
UI/UX Research & Design leadership across the entire project lifecycle
Workflow mapping and gap analysis of existing booking systems
Design iteration and validation based on continuous staff feedback
In-depth stakeholder interviews and user research with UK healthcare
staff
Wireframe and prototype creation for new appointment booking
solutions
Figma design system creation and developer handoff documentation
Services
UI/UX Design
User Research & User Flows
Wireframing
Web design
Webflow development
SEO
The Challenge
Existing booking workflows were inconsistent and inefficient. Needed a solution tailored to multiple stakeholders (staff, clinicians, patients). The current systems lacked integration and couldn't accommodate the diverse scheduling needs of modern healthcare environments.
The Solution
Created a comprehensive appointment booking system with streamlined workflows and user-centered design. The solution focused on addressing the specific needs of healthcare staff while improving the overall booking experience for all stakeholders through research-driven design decisions.
Identified Problems
Appointment slots: 8 AM to 8:30 AM
GP recommends secondary care and workflow discussion
Register with nearby primary care, single GP registration
Appointments online or in person, in-person visits based on GP recommendation
Private health insurance approval by GP
Access medical records in NHS, negative: patient info collected each visit
GP contact by phone, inconvenient for patients
First visit to primary care, nurse/receptionist enquiry
Doctor meeting based on problem severity, hospital visit on clinician suggestion
Emergency hospital visit, 4-hour wait
Hospital referral if no clinician available
Choose unique or different GP based on willingness
Primary care same as a clinic
Accurex for appointments, 10 mins per problem with clinician
Student option to change GP, inform GP of location change
Test reports sent directly to GP, register with GP using NHS number
Book multiple problem appointments with same GP
GP informs hospital in emergencies, change appointment time by calling hospital
Hospitals cannot access GP records, hospital doctors book health review appointments
Reminder option in MAIA for patient guidance, negative: patient info collected each visit
Reminder for secondary care visit instructions, link MAIA with all hospitals for appointments
Design Process
01.
Research
Reviewed existing referral processes and studied caregiver needs through stakeholder interviews and user research. Analyzed current form completion patterns, error rates, and identified barriers that prevented timely mental health referrals for children.
02.
Define
Drafted comprehensive user stories for carers, clinicians, and administrative staff. Created detailed acceptance criteria that addressed the complex relationships between children, multiple caregivers, and healthcare providers while ensuring data privacy and security.
03.
Ideate
Designed new form flows with contributor access functionality, allowing multiple carers to collaborate on a single referral. Created intuitive interfaces with progressive disclosure, contextual help, and clear navigation to reduce cognitive load for users dealing with sensitive mental health topics.
04.
Validate
Conducted stakeholder reviews and comprehensive accessibility testing to ensure WCAG compliance. Validated the contributor workflows with real caregivers and healthcare professionals, iterating based on feedback to ensure the system met both user needs and clinical requirements.
05.
Deliver
Finalised wireframes and UI designs with complete WCAG compliance documentation. Delivered comprehensive design specifications and user flows that enabled seamless development implementation, resulting in a robust and accessible mental health referral system.
Outcomes & Impact
Created a booking system tailored to healthcare needs, reducing inefficiencies and improving user satisfaction
Successfully addressed workflow gaps identified through comprehensive staff interviews
Delivered a user-centered design solution that improved the booking experience for multiple stakeholders
Provided clear design documentation and specifications for seamless development implementation
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CONTACT INFO
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Call me: +91 8870795474 / +91 9080560100
Email: arunprasad061191@gmail.com
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