MedCare
designing a patient engagement platform for the NHS UK
designing a patient engagement platform
for the NHS UK
Client
TikTok
TikTok
TikTok
Project Type
Add a Feature
Add a Feature
Add a Feature
Role
UX/UI Designer
UX/UI Designer
UX/UI Designer
Year
2024
2024
2024
JUMP AHEAD TO A SPECIFIC PART OF THIS CASE STUDY
JUMP AHEAD TO A SPECIFIC PART OF THIS CASE STUDY
JUMP AHEAD TO A SPECIFIC PART OF THIS CASE STUDY
CASE STUDY CONTENTS
CASE STUDY CONTENTS
CASE STUDY CONTENTS
an overview of the project + its problems
an overview of the project + its problems
an overview of the project + its problems
background
background
background
The NHS, or National Health Service, is the publicly funded healthcare system in the UK. It provides universal coverage to all legal residents, funded through taxes and offering mostly free services at the point of use. A vast system encompassing GPs, hospitals, mental health services, and emergency care, the NHS is a source of national pride.
NHS GPs are currently facing immense strain due to a variety of factors. The NHS is under significant pressure, with primary care experiencing record levels of demand and hospitals grappling with an elective waiting list approaching 8 million in England. Additionally, 1.4 million people are on the waiting list for community mental health and learning disability services. Health service leaders are striving to deliver quality care with their stretched resources, and missed appointments undoubtedly exacerbate this pressure.
Each month, over 1 million people miss their GP appointments, accounting for about 4-5 percent of all primary care appointments. In hospitals, around 6.4 percent of the 122 million outpatient appointments in 2021/22 were missed. These issues can create a ripple effect, potentially leading to increased patient frustration and greater demand on emergency services.
The NHS, or National Health Service, is the publicly funded healthcare system in the UK. It provides universal coverage to all legal residents, funded through taxes and offering mostly free services at the point of use. A vast system encompassing GPs, hospitals, mental health services, and emergency care, the NHS is a source of national pride.
NHS GPs are currently facing immense strain due to a variety of factors. The NHS is under significant pressure, with primary care experiencing record levels of demand and hospitals grappling with an elective waiting list approaching 8 million in England. Additionally, 1.4 million people are on the waiting list for community mental health and learning disability services. Health service leaders are striving to deliver quality care with their stretched resources, and missed appointments undoubtedly exacerbate this pressure.
Each month, over 1 million people miss their GP appointments, accounting for about 4-5 percent of all primary care appointments. In hospitals, around 6.4 percent of the 122 million outpatient appointments in 2021/22 were missed. These issues can create a ripple effect, potentially leading to increased patient frustration and greater demand on emergency services.
The NHS, or National Health Service, is the publicly funded healthcare system in the UK. It provides universal coverage to all legal residents, funded through taxes and offering mostly free services at the point of use. A vast system encompassing GPs, hospitals, mental health services, and emergency care, the NHS is a source of national pride.
NHS GPs are currently facing immense strain due to a variety of factors. The NHS is under significant pressure, with primary care experiencing record levels of demand and hospitals grappling with an elective waiting list approaching 8 million in England. Additionally, 1.4 million people are on the waiting list for community mental health and learning disability services. Health service leaders are striving to deliver quality care with their stretched resources, and missed appointments undoubtedly exacerbate this pressure.
Each month, over 1 million people miss their GP appointments, accounting for about 4-5 percent of all primary care appointments. In hospitals, around 6.4 percent of the 122 million outpatient appointments in 2021/22 were missed. These issues can create a ripple effect, potentially leading to increased patient frustration and greater demand on emergency services.
The Problem
The missing of appointments creates several problems for the NHS, including wasted resources, increased wait times, and financial costs. They can delay diagnosis and treatment for the patient who missed the appointment, or in turn those that could have had that appointment initially. Which then potentially worsening their health outcomes and leading to more complex and costly interventions later.
The missing of appointments creates several problems for the NHS, including wasted resources, increased wait times, and financial costs. They can delay diagnosis and treatment for the patient who missed the appointment, or in turn those that could have had that appointment initially. Which then potentially worsening their health outcomes and leading to more complex and costly interventions later.
The missing of appointments creates several problems for the NHS, including wasted resources, increased wait times, and financial costs. They can delay diagnosis and treatment for the patient who missed the appointment, or in turn those that could have had that appointment initially. Which then potentially worsening their health outcomes and leading to more complex and costly interventions later.
The Task
How might we reduce the amount of appointments missed by patients to lessen the strain on the NHS?
How might we reduce the amount of appointments missed by patients to lessen the strain on the NHS?
How might we reduce the amount of appointments missed by patients to lessen the strain on the NHS?
RESEARCH GOALS
RESEARCH GOALS
RESEARCH GOALS
Build an end-to end application.
Understand user needs and pain points when it surrounds the GP within the NHS.
Design and develop a user-friendly interface for the end-to-end application, ensuring that it is intuitive, easy to use and overall visually appealing.
Build an end-to end application.
Understand user needs and pain points when it
surrounds the GP within the NHS.
Design and develop a user-friendly interface for the
end-to-end application, ensuring that it is intuitive,
easy to use and overall visually appealing.
Build an end-to end application.
Understand user needs and pain points when it
surrounds the GP within the NHS.
Design and develop a user-friendly interface for the
end-to-end application, ensuring that it is intuitive,
easy to use and overall visually appealing.
RESEARCH OBJECTIVES
RESEARCH OBJECTIVES
RESEARCH OBJECTIVES
Gain insight into the specific needs and preferences users would benefit from to determine which features and functionalities would be most useful to them.
Discover strategies to incorporate within the end-to-end application to reduce the amount of missed appointments by the patients.
Design and develop an application that every demographic is able to use and understand.
Gain insight into the specific needs and preferences
users would benefit from to determine which features and
functionalities would be most useful to them.
Discover strategies to incorporate within the end-to-end
application to reduce the amount of missed appointments by the patients.
Design and develop an application that every demographic
is able to use and understand.
Gain insight into the specific needs and preferences
users would benefit from to determine which features and
functionalities would be most useful to them.
Discover strategies to incorporate within the end-to-end
application to reduce the amount of missed appointments by the patients.
Design and develop an application that every demographic
is able to use and understand.
understanding the competitors
understanding the competitors
understanding the competitors
competitive analysis
competitive analysis
competitive analysis
I conducted comprehensive competitive analysis on healthcare applications to see what was already out in the market. Undergoing this type of research was to determine factors that needed to be present in my end-to-end application and also figure out what these competitors were missing. Perhaps these missing features could be a reason to why patients were missing appointments. This analysis would serve as a valuable benchmark, shedding light on what I would need to zero in on.
I conducted comprehensive competitive analysis on healthcare applications to see what was already out in the market. Undergoing this type of research was to determine factors that needed to be present in my end-to-end application and also figure out what these competitors were missing. Perhaps these missing features could be a reason to why patients were missing appointments. This analysis would serve as a valuable benchmark, shedding light on what I would need to zero in on.
I conducted comprehensive competitive analysis on healthcare applications to see what was already out in the market. Undergoing this type of research was to determine factors that needed to be present in my end-to-end application and also figure out what these competitors were missing. Perhaps these missing features could be a reason to why patients were missing appointments. This analysis would serve as a valuable benchmark, shedding light on what I would need to zero in on.
FINDINGS
FINDINGS
FINDINGS
After compiling information from companies who I believe would be direct competitors for the service I intend on building for this end-to-end application, I concluded a factor of things. First of all, majority of these products are not free, they either ask for a subscription fee or a one time payment for use. I believe this to be a weakness as it limits the amount of users that would use the application. As the NHS is publicly funded, I believe that the product I build should be free for all to use. Features such as Alerts, Live Chat and Calendar Management are features I intend to incorporate as this theoretically should minimise missed appointments by patients…theoretically.
After compiling information from companies who I believe would be direct competitors for the service I intend on building for this end-to-end application, I concluded a factor of things. First of all, majority of these products are not free, they either ask for a subscription fee or a one time payment for use. I believe this to be a weakness as it limits the amount of users that would use the application. As the NHS is publicly funded, I believe that the product I build should be free for all to use. Features such as Alerts, Live Chat and Calendar Management are features I intend to incorporate as this theoretically should minimise missed appointments by patients…theoretically.
After compiling information from companies who I believe would be direct competitors for the service I intend on building for this end-to-end application, I concluded a factor of things. First of all, majority of these products are not free, they either ask for a subscription fee or a one time payment for use. I believe this to be a weakness as it limits the amount of users that would use the application. As the NHS is publicly funded, I believe that the product I build should be free for all to use. Features such as Alerts, Live Chat and Calendar Management are features I intend to incorporate as this theoretically should minimise missed appointments by patients…theoretically.
gaining an insight from users
gaining an insight from users
gaining an insight from users
user interviews
user interviews
user interviews
methodology
methodology
methodology
I conducted remote and in person user interviews with 5 participants who either use the NHS for their health, work for the NHS or use privately funded healthcare. The participants chosen should provide me with a diverse insight into the needs, pain points and their overall opinion towards the GP system in the UK. Participants included a range of ethnicities, incomes and genders to ensure a greater range of data and to avoid bias.
I conducted remote and in person user interviews with 5 participants who either use the NHS for their health, work for the NHS or use privately funded healthcare. The participants chosen should provide me with a diverse insight into the needs, pain points and their overall opinion towards the GP system in the UK. Participants included a range of ethnicities, incomes and genders to ensure a greater range of data and to avoid bias.
I conducted remote and in person user interviews with 5 participants who either use the NHS for their health, work for the NHS or use privately funded healthcare. The participants chosen should provide me with a diverse insight into the needs, pain points and their overall opinion towards the GP system in the UK. Participants included a range of ethnicities, incomes and genders to ensure a greater range of data and to avoid bias.
FINDING 1
FINDING 1
FINDING 1
The NHS doesn’t factor in your schedule
The NHS doesn’t factor in your schedule
The NHS doesn’t factor in your schedule
“You can’t choose when to see a doctor, they’ll slot you in whenever and you need to find a way to make it work”
Participant 2
“You can’t choose when to see a doctor, they’ll slot you in whenever and you need to find a way to make it work”
Participant 2
“You can’t choose when to see a doctor, they’ll slot you in whenever and you need to find a way to make it work”
Participant 2
“I don’t understand why I can’t see all the available appointments and pick a slot that suits me.”
Participant 3
“I don’t understand why I can’t see all the available appointments and pick a slot that suits me.”
Participant 3
“I don’t understand why I can’t see all the available appointments and pick a slot that suits me.”
Participant 3
FINDING 2
“You get what you pay for”
“I pay for my healthcare, I schedule in my monthly appointments, I get alerts via text and they even allow them to sync into my calendar on my phone.”
Participant 1
“A work benefit for me is private healthcare and this is an absolute game changer. The difference between the NHS in care, the difference in results and overall service is insane.”
Participant 4
“I once went to the GP and the GP called me the wrong name 3 times, I couldn’t believe how overworked they looked.”
Participant 5
FINDING 2
“You get what you pay for”
“I pay for my healthcare, I schedule in my monthly appointments, I get alerts via text and they even allow them to sync into my calendar on my phone.”
Participant 1
“A work benefit for me is private healthcare and this is an absolute game changer. The difference between the NHS in care, the difference in results and overall service is insane.”
Participant 4
“I once went to the GP and the GP called me the wrong name 3 times, I couldn’t believe how overworked they looked.”
Participant 5
FINDING 3
It’s always a waiting game with the NHS
“Something could be really wrong with you and they’ll give you an appointment in like 3 weeks, it’s ridiculous”
Participant 5
“I couldn’t attend my appointment once and the next available appointment was next year! They said I’d have to call up everyday and look out for cancellations”
Participant 3
“I worked in an NHS hospital for my foundation years and the amount of patient’s we would have to squeeze into our 10 hours days was not sustainable in order to provide excellent patient care for every single one”
Participant 1
FINDING 4
Since COVID-19 everything is digitalised
“They don’t consider us oldies anymore, I don’t know how to work an iPhone and they expect me to have video consultations rather than see me face to face”
Participant 1
“A work benefit for me is private healthcare and this is an absolute game changer. The difference between the NHS in care, the difference in results and overall service is insane.”
Participant 4
“I missed my referral appointment because they sent the appointment notification via post...it’s not 1932”
Participant 4
FINDING 3
It’s always a waiting game with the NHS
“Something could be really wrong with you and they’ll give you an appointment in like 3 weeks, it’s ridiculous”
Participant 5
“I couldn’t attend my appointment once and the next available appointment was next year! They said I’d have to call up everyday and look out for cancellations”
Participant 3
“I worked in an NHS hospital for my foundation years and the amount of patient’s we would have to squeeze into our 10 hours days was not sustainable in order to provide excellent patient care for every single one”
Participant 1
FINDING 4
Since COVID-19 everything is digitalised
“They don’t consider us oldies anymore, I don’t know how to work an iPhone and they expect me to have video consultations rather than see me face to face”
Participant 1
“I missed my referral appointment because they sent the appointment notification via post...it’s not 1932”
Participant 4
a clear representation of the intended user group
a clear representation of the intended user group
a clear representation of the intended user group
user persona
user persona
user persona
After reviewing and summarising the interview results, I created 2 user personas which will help represent a user type that would be the target audience for this End-to-End application. This detailed profile will not only go beyond demographics but also incorporate the user’s goals, needs, behaviours, motivations and even frustrations with help from my competitive analysis, user interviews and storyboard. For this project I will be focusing on aspects such as appointment modifications, appointment booking and possibly a live chat feature. I created Daniel as this products relatable persona.
After reviewing and summarising the interview results, I created 2 user personas which will help represent a user type that would be the target audience for this End-to-End application. This detailed profile will not only go beyond demographics but also incorporate the user’s goals, needs, behaviours, motivations and even frustrations with help from my competitive analysis, user interviews and storyboard. For this project I will be focusing on aspects such as appointment modifications, appointment booking and possibly a live chat feature. I created Daniel as this products relatable persona.
After reviewing and summarising the interview results, I created 2 user personas which will help represent a user type that would be the target audience for this End-to-End application. This detailed profile will not only go beyond demographics but also incorporate the user’s goals, needs, behaviours, motivations and even frustrations with help from my competitive analysis, user interviews and storyboard. For this project I will be focusing on aspects such as appointment modifications, appointment booking and possibly a live chat feature. I created Daniel as this products relatable persona.
synthesising the data obtained
synthesising the data obtained
synthesising the data obtained
storyboard
storyboard
storyboard
A storyboard was created in order to visualise the steps the user would take when interacting with the product. It allowed me to better understand the users’ actions and I personally believe it would be easier to explain to others. The captions beneath my illustrations describes the situation occurring within each box.
A storyboard was created in order to visualise the steps the user would take when interacting with the product. It allowed me to better understand the users’ actions and I personally believe it would be easier to explain to others. The captions beneath my illustrations describes the situation occurring within each box.
A storyboard was created in order to visualise the steps the user would take when interacting with the product. It allowed me to better understand the users’ actions and I personally believe it would be easier to explain to others. The captions beneath my illustrations describes the situation occurring within each box.
Envision how users will interact with the additional feature
Envision how users will interact with the additional feature
Envision how users will interact with the additional feature
interaction design
interaction design
interaction design
The solution quickly began to take form once insights were gathered from the research phase of this project, the End-To-End application I will create to combat the missing of NHS GP appointments will be a Patient Engagement Platform. Patient’s will be able to book appointments, modify appointments if they are unable to attend and also be able to opt in to various methods of being reminded by upcoming appointments. I developed user and task flows outlining the path users would follow during various tasks within the platform. These flows considered various scenarios and decision points to guide users in achieving their goals.
The solution quickly began to take form once insights were gathered from the research phase of this project, the End-To-End application I will create to combat the missing of NHS GP appointments will be a Patient Engagement Platform. Patient’s will be able to book appointments, modify appointments if they are unable to attend and also be able to opt in to various methods of being reminded by upcoming appointments. I developed user and task flows outlining the path users would follow during various tasks within the platform. These flows considered various scenarios and decision points to guide users in achieving their goals.
The solution quickly began to take form once insights were gathered from the research phase of this project, the End-To-End application I will create to combat the missing of NHS GP appointments will be a Patient Engagement Platform. Patient’s will be able to book appointments, modify appointments if they are unable to attend and also be able to opt in to various methods of being reminded by upcoming appointments. I developed user and task flows outlining the path users would follow during various tasks within the platform. These flows considered various scenarios and decision points to guide users in achieving their goals.
user flow
user flow
user flow
I developed this user flow to outline the path a user would follow in order to book an appointment with a GP consultant.
I developed this user flow to outline the path a user would follow in order to book an appointment with a GP consultant.
I developed this user flow to outline the path a user would follow in order to book an appointment with a GP consultant.
Task flow
Task flow
Task flow
The two task flows below outline a couple of methods a user will be able to take to combat the rising issue of missing GP appointments.
The two task flows below outline a couple of methods a user will be able to take to combat the rising issue of missing GP appointments.
The two task flows below outline a couple of methods a user will be able to take to combat the rising issue of missing GP appointments.
DESIGNING THE INTERFACE OF THE PROPOSED SOLUTION
DESIGNING THE INTERFACE OF THE PROPOSED SOLUTION
DESIGNING THE INTERFACE OF THE PROPOSED SOLUTION
wireframes
wireframes
wireframes
After sketching out my initial ideas, I quickly got started on crafting their mid-fidelity wireframes. I decided to create mid-fidelity wireframes before jumping straight into my high-fidelity screens to work out what worked first before I began the hand work of working out the applications brand identity. This way if anything didn’t work or perhaps didn’t look right, I would easily be able to correct or replace a component without wasting a heap of time.
After sketching out my initial ideas, I quickly got started on crafting their mid-fidelity wireframes. I decided to create mid-fidelity wireframes before jumping straight into my high-fidelity screens to work out what worked first before I began the hand work of working out the applications brand identity. This way if anything didn’t work or perhaps didn’t look right, I would easily be able to correct or replace a component without wasting a heap of time.
After sketching out my initial ideas, I quickly got started on crafting their mid-fidelity wireframes. I decided to create mid-fidelity wireframes before jumping straight into my high-fidelity screens to work out what worked first before I began the hand work of working out the applications brand identity. This way if anything didn’t work or perhaps didn’t look right, I would easily be able to correct or replace a component without wasting a heap of time.
Once the mid-fidelity wireframes were created, it was time to bring my vision to life with colour, images and some sort of an personality. The help of a few interviews and brainstorming techniques whilst understanding what the NHS stood for allowed me to create an identity for this end to end application. Then before I knew it, MedCare was born. This is all presented in the high-fidelity wireframes below.
Once the mid-fidelity wireframes were created, it was time to bring my vision to life with colour, images and some sort of an personality. The help of a few interviews and brainstorming techniques whilst understanding what the NHS stood for allowed me to create an identity for this end to end application. Then before I knew it, MedCare was born. This is all presented in the high-fidelity wireframes below.
Once the mid-fidelity wireframes were created, it was time to bring my vision to life with colour, images and some sort of an personality. The help of a few interviews and brainstorming techniques whilst understanding what the NHS stood for allowed me to create an identity for this end to end application. Then before I knew it, MedCare was born. This is all presented in the high-fidelity wireframes below.
creating the brand identity
creating the brand identity
creating the brand identity
branding
branding
branding
When it came to creating a brand identity for this patient engagement platform, I decided the best way to come up with ideas was to brainstorm with the same participants from the interview stages of my market research. I knew that I wanted the entire concept to be centred around the NHS but to also have it’s own individuality as a brand. We touched upon what different colours represent and what words you think of when you think of a specific colour from brainstorming different logo features and potential brand names.
When it came to creating a brand identity for this patient engagement platform, I decided the best way to come up with ideas was to brainstorm with the same participants from the interview stages of my market research. I knew that I wanted the entire concept to be centred around the NHS but to also have it’s own individuality as a brand. We touched upon what different colours represent and what words you think of when you think of a specific colour from brainstorming different logo features and potential brand names.
When it came to creating a brand identity for this patient engagement platform, I decided the best way to come up with ideas was to brainstorm with the same participants from the interview stages of my market research. I knew that I wanted the entire concept to be centred around the NHS but to also have it’s own individuality as a brand. We touched upon what different colours represent and what words you think of when you think of a specific colour from brainstorming different logo features and potential brand names.
Mood Board
Mood Board
Mood Board
A mood board that complied topics such as colours, words and other design elements was created to convey the overall 'feel' or 'mood' that should come from using the patient engagement platform. It set us on a direction of where the project could potentially be heading, it allowed me to explore and communicate with my chosen participants to understand how we could bring such an idea to life.
A mood board that complied topics such as colours, words and other design elements was created to convey the overall 'feel' or 'mood' that should come from using the patient engagement platform. It set us on a direction of where the project could potentially be heading, it allowed me to explore and communicate with my chosen participants to understand how we could bring such an idea to life.
A mood board that complied topics such as colours, words and other design elements was created to convey the overall 'feel' or 'mood' that should come from using the patient engagement platform. It set us on a direction of where the project could potentially be heading, it allowed me to explore and communicate with my chosen participants to understand how we could bring such an idea to life.
STYLE CARD
STYLE CARD
STYLE CARD
To create this style card, I first reviewed the project’s objectives, intended target audience, and overall brand identity that I captured from my mood board to ensure all design elements aligned with the intended vision. I gathered inspiration from existing brand materials and references, selecting colours, typography, and icons that best represented the platform’s tone and personality. Then, I refined these elements, adjusting colour palettes for accessibility and readability, choosing typefaces that balanced both style and usability, and designing buttons and icons that were visually consistent. Each component was thoughtfully placed onto the style card, creating a cohesive and visually clear reference for the team to ensure consistency across all touchpoints of the project. This style card became a quick, reliable tool that streamlined design decisions and guided the project toward a unified look and feel.
To create this style card, I first reviewed the project’s objectives, intended target audience, and overall brand identity that I captured from my mood board to ensure all design elements aligned with the intended vision. I gathered inspiration from existing brand materials and references, selecting colours, typography, and icons that best represented the platform’s tone and personality. Then, I refined these elements, adjusting colour palettes for accessibility and readability, choosing typefaces that balanced both style and usability, and designing buttons and icons that were visually consistent. Each component was thoughtfully placed onto the style card, creating a cohesive and visually clear reference for the team to ensure consistency across all touchpoints of the project. This style card became a quick, reliable tool that streamlined design decisions and guided the project toward a unified look and feel.
To create this style card, I first reviewed the project’s objectives, intended target audience, and overall brand identity that I captured from my mood board to ensure all design elements aligned with the intended vision. I gathered inspiration from existing brand materials and references, selecting colours, typography, and icons that best represented the platform’s tone and personality. Then, I refined these elements, adjusting colour palettes for accessibility and readability, choosing typefaces that balanced both style and usability, and designing buttons and icons that were visually consistent. Each component was thoughtfully placed onto the style card, creating a cohesive and visually clear reference for the team to ensure consistency across all touchpoints of the project. This style card became a quick, reliable tool that streamlined design decisions and guided the project toward a unified look and feel.
UI KIT
UI KIT
UI KIT
Then, I refined these elements, adjusting colour palettes for accessibility and readability, choosing typefaces that balanced both style and usability, and designing buttons and icons that were visually consistent. Each component was then thoughtfully placed onto this UI KIT, creating a cohesive and visually clear reference to an imaginary team for example to ensure consistency across all touch points of the project. Both this style card and UI KIT became a quick, reliable tool that streamlined design decisions and guided the project toward a unified look and feel.
Then, I refined these elements, adjusting colour palettes for accessibility and readability, choosing typefaces that balanced both style and usability, and designing buttons and icons that were visually consistent. Each component was then thoughtfully placed onto this UI KIT, creating a cohesive and visually clear reference to an imaginary team for example to ensure consistency across all touch points of the project. Both this style card and UI KIT became a quick, reliable tool that streamlined design decisions and guided the project toward a unified look and feel.
Then, I refined these elements, adjusting colour palettes for accessibility and readability, choosing typefaces that balanced both style and usability, and designing buttons and icons that were visually consistent. Each component was then thoughtfully placed onto this UI KIT, creating a cohesive and visually clear reference to an imaginary team for example to ensure consistency across all touch points of the project. Both this style card and UI KIT became a quick, reliable tool that streamlined design decisions and guided the project toward a unified look and feel.
understanding how users would interact with the interface
understanding how users would interact with the interface
understanding how users would interact with the interface
usability
usability
usability
To get an understanding of how a person could interact with the product I performed a few usability tests. I conducted these tests with the same 5 participants that were interviewed for my user research and brainstorming branding exercise. These tests were able to allow me to understand what worked, what didn’t and what I could possibly add in the feature to the existing product.
To get an understanding of how a person could interact with the product I performed a few usability tests. I conducted these tests with the same 5 participants that were interviewed for my user research and brainstorming branding exercise. These tests were able to allow me to understand what worked, what didn’t and what I could possibly add in the feature to the existing product.
To get an understanding of how a person could interact with the product I performed a few usability tests. I conducted these tests with the same 5 participants that were interviewed for my user research and brainstorming branding exercise. These tests were able to allow me to understand what worked, what didn’t and what I could possibly add in the feature to the existing product.
TASK SCENARIO
TASK SCENARIO
TASK SCENARIO
"You have a new health problem that you would like to have your GP look
at which makes you book in an appointment, you realise that you have
double booked and need to modify your booking. As you are forgetful you
make sure to sync your appointment to your iCloud and also turn on the
alerts for reminders"
"You have a new health problem that you would
like to have your GP look at which makes you book in an appointment, you realise that you have double booked
and need to modify your booking.
As you are forgetful you make sure to sync your
appointment to your iCloud and also turn on the
alerts for reminders"
"You have a new health problem that you would like to have your GP look
at which makes you book in an appointment, you realise that you have
double booked and need to modify your booking. As you are forgetful you
make sure to sync your appointment to your iCloud and also turn on the
alerts for reminders"
TASK 1
The user is booking an
appointment to see a GP
consultant
Appointment Booking
TASK 2
The user is rescheduling an
appointment for a different
preferred time and date
Modify Appointment
TASK 3
The user is syncing their
appointment to their calendar
in order to activate alerts
and updates
Appointment Syncing
TASK 1
The user is booking an
appointment to see a GP
consultant
Appointment Booking
TASK 2
The user is rescheduling an
appointment for a different
preferred time and date
Modify Appointment
TASK 3
The user is syncing their
appointment to their calendar
in order to activate alerts
and updates
Appointment Syncing
RESULTS ANALYSIS
RESULTS ANALYSIS
RESULTS ANALYSIS
The app testing results highlighted several positive takeaways and areas for refinement. Most users found the app intuitive and easy to navigate, indicating a high level of usability and confirming that the design decisions effectively prioritized user experience. Overall feedback was overwhelmingly positive, with testers praising the app’s clean design and user-friendly interface.A few valuable recommendations emerged from user feedback. To further enhance accessibility—especially for older users—testers suggested adding descriptive titles to the navigation bar, as symbols alone may not convey meaning clearly for all users. Additionally, it was recommended to add more visual depth to the appointment cards with a richer color palette to make them more visually engaging. Implementing these adjustments will help to further align the app with user needs, enhancing both usability and visual appeal.These insights provide a solid foundation for future iterations, ensuring the app continues to meet diverse user requirements and is optimized for a wide audience.
The app testing results highlighted several positive takeaways and areas for refinement. Most users found the app intuitive and easy to navigate, indicating a high level of usability and confirming that the design decisions effectively prioritized user experience. Overall feedback was overwhelmingly positive, with testers praising the app’s clean design and user-friendly interface.A few valuable recommendations emerged from user feedback. To further enhance accessibility—especially for older users—testers suggested adding descriptive titles to the navigation bar, as symbols alone may not convey meaning clearly for all users. Additionally, it was recommended to add more visual depth to the appointment cards with a richer color palette to make them more visually engaging. Implementing these adjustments will help to further align the app with user needs, enhancing both usability and visual appeal.These insights provide a solid foundation for future iterations, ensuring the app continues to meet diverse user requirements and is optimized for a wide audience.
The app testing results highlighted several positive takeaways and areas for refinement. Most users found the app intuitive and easy to navigate, indicating a high level of usability and confirming that the design decisions effectively prioritized user experience. Overall feedback was overwhelmingly positive, with testers praising the app’s clean design and user-friendly interface.A few valuable recommendations emerged from user feedback. To further enhance accessibility—especially for older users—testers suggested adding descriptive titles to the navigation bar, as symbols alone may not convey meaning clearly for all users. Additionally, it was recommended to add more visual depth to the appointment cards with a richer color palette to make them more visually engaging. Implementing these adjustments will help to further align the app with user needs, enhancing both usability and visual appeal.These insights provide a solid foundation for future iterations, ensuring the app continues to meet diverse user requirements and is optimized for a wide audience.
systematic changes made to the design of a product
systematic changes made to the design of a product
systematic changes made to the design of a product
design revisions
design revisions
design revisions
REVISION 1
Users felt that the navigation bar needed to be titled
During creating the navigation bar for the MedCare interface, I used symbols to illustrate pages such as ‘home’ and ‘profile’. However users felt as a high % of users will be elderly, that this could be challenging for them to understand.
By adding titles to these symbols, I’ve increased clarity and accessibility in the user experience. Now, users can quickly understand the meaning or function of each symbol, reducing confusion and making the interface more intuitive to navigate and interact with.
REVISION 1
Users felt that the navigation bar needed to be titled
During creating the navigation bar for the MedCare interface, I used symbols to illustrate pages such as ‘home’ and ‘profile’. However users felt as a high % of users will be elderly, that this could be challenging for them to understand.
By adding titles to these symbols, I’ve increased clarity and accessibility in the user experience. Now, users can quickly understand the meaning or function of each symbol, reducing confusion and making the interface more intuitive to navigate and interact with.
REVISION 2
Users believed that the appointment cards were “too plain”
The testers felt that the appointments screens were too plain and it’s colour scheme and format didn’t contribute to helping patients “remember their appointments”.
To hopefully combat the issue of patients missing or forgetting their appointments, I chose to add a light and dark theme to the cards to further highlight different appointment timings for the patients. This will in turn, increase the intuitive understanding and visual context of the user experience. This approach helps users quickly grasp the time-related aspect of the content, enhancing overall clarity and engagement with the interface.
REVISION 2
Users believed that the appointment cards were “too plain”
The testers felt that the appointments screens were too plain and it’s colour scheme and format didn’t contribute to helping patients “remember their appointments”.
To hopefully combat the issue of patients missing or forgetting their appointments, I chose to add a light and dark theme to the cards to further highlight different appointment timings for the patients. This will in turn, increase the intuitive understanding and visual context of the user experience. This approach helps users quickly grasp the time-related aspect of the content, enhancing overall clarity and engagement with the interface.
VIEW THE FINAL PRODUCT WHILST DISCUSSING FURTHER STEPS
VIEW THE FINAL PRODUCT WHILST DISCUSSING FURTHER STEPS
VIEW THE FINAL PRODUCT WHILST DISCUSSING FURTHER STEPS
conclusion
conclusion
conclusion
In conclusion, MedCare was designed as a practical tool to help the NHS address the challenge of missed appointments. By providing a seamless platform for patients to receive reminders, reschedule appointments, and integrate their bookings directly with their personal calendars, the platform hopes to empower users to manage their healthcare commitments more effectively. Through a user-centred approach, the app simplifies the appointment process, ultimately reducing no-shows and enhancing the efficiency of NHS resources. MedCare stands out as a powerful and essential tool in the healthcare landscape.
For the next steps, usability testing with real NHS patients and healthcare providers will be essential to validate the app’s effectiveness and identify areas for improvement. Additionally, gathering feedback from NHS staff can help refine workflows, ensuring the platform aligns with current operational needs. Once tested and optimised, scaling the platform to integrate with various NHS systems and expanding its features—such as telemedicine appointment options or personalised health reminders—could further support the NHS in providing patient-centred care.
In conclusion, MedCare was designed as a practical tool to help the NHS address the challenge of missed appointments. By providing a seamless platform for patients to receive reminders, reschedule appointments, and integrate their bookings directly with their personal calendars, the platform hopes to empower users to manage their healthcare commitments more effectively. Through a user-centred approach, the app simplifies the appointment process, ultimately reducing no-shows and enhancing the efficiency of NHS resources. MedCare stands out as a powerful and essential tool in the healthcare landscape.
For the next steps, usability testing with real NHS patients and healthcare providers will be essential to validate the app’s effectiveness and identify areas for improvement. Additionally, gathering feedback from NHS staff can help refine workflows, ensuring the platform aligns with current operational needs. Once tested and optimised, scaling the platform to integrate with various NHS systems and expanding its features—such as telemedicine appointment options or personalised health reminders—could further support the NHS in providing patient-centred care.
In conclusion, MedCare was designed as a practical tool to help the NHS address the challenge of missed appointments. By providing a seamless platform for patients to receive reminders, reschedule appointments, and integrate their bookings directly with their personal calendars, the platform hopes to empower users to manage their healthcare commitments more effectively. Through a user-centred approach, the app simplifies the appointment process, ultimately reducing no-shows and enhancing the efficiency of NHS resources. MedCare stands out as a powerful and essential tool in the healthcare landscape.
For the next steps, usability testing with real NHS patients and healthcare providers will be essential to validate the app’s effectiveness and identify areas for improvement. Additionally, gathering feedback from NHS staff can help refine workflows, ensuring the platform aligns with current operational needs. Once tested and optimised, scaling the platform to integrate with various NHS systems and expanding its features—such as telemedicine appointment options or personalised health reminders—could further support the NHS in providing patient-centred care.
final prototype
final prototype
final prototype
As the project came to a conclusion, my final deliverable was an interactive, high-fidelity prototype. I added the iterations to the prototype and handed off my wireframes, design files, and the prototype to my collaborator, whose task now was implementation.
As the project came to a conclusion, my final deliverable was an interactive, high-fidelity prototype. I added the iterations to the prototype and handed off my wireframes, design files, and the prototype to my collaborator, whose task now was implementation.
As the project came to a conclusion, my final deliverable was an interactive, high-fidelity prototype. I added the iterations to the prototype and handed off my wireframes, design files, and the prototype to my collaborator, whose task now was implementation.