Streamlining, improving and decluttering the flow for patients to make a hospital appointment
Enhancing user experience, reworking existing flows and decluttering the interface to decrease the time needed to create a hospital appointment for patients.
Deliverables: iOS & Android app, Web app, Documentation
Project Type: Full UX & UI redesign of the existing app
Team: Lead product designer (me), Functional analyst, Product Owner, Devs
The mynexuzhealth app is already an ingrained part of many peoples lives and a wel known medtech app in Belgium for over 10 years. You can view your entire medical history in the app and take back controle of your own health data.
With the app you can make appointments in all 50 connected hospitals that use nexuzhealth and mynexuzhealth. However, overtime these flows had become convoluted due to hospitals having a lot of say, they had become long and tedious and the end result was often difficult to understand and hard to read.
Business goals
Mynexuzhealth wanted to lower the time from start to finish for a basic flow, within the current technical constraints and without creating more technical difficulties or doing more then the bare minimum in development.
They also wanted to relieve the pressure on the helpdesk team by improving the flow and reducing the amount of calls needed to help people with the making of an appointment.
User goals
We wanted to reduce the time needed for the user by streamlining the flow, by restructuring the information in general and by progressively disclosing more information depending on the need of the user and how far they had gone throug the flow. The screens were often also very cluttered and difficult to scan, this had to change as wel.
It was also very difficult for the user to find an appropriate free slot for an appointment, with lots of information all at once and no real structure. This had to be improved where possible.
Due to confidentiality it is not possible to share images of the new product here. Non blurred images are of the existing product. Please get in touch for details on the project — I'd love to share more with you directly.
The process
We started by analysing the existing app and doing user testings based on the existing app to find the current pain points and what exactly created friction and frustration.
This is an overview of the process:
01 Research and interviews
We decided to do 2 types of testing:
1) We ourselves went to the flow of making an appointment multiple times to determine the pain points from our perspective.
2) We asked several users to go through the existing flow while sharing their thoughts out loud or answering questions we had.
At the end we mapped these user frustrations with our own and created an overal picture of where the biggest problems were situated.
02 flow mapping
In the meantime we mapped all different flows a user could go through to book an appointment with a hospital.
For instance, some hospitals only let you book appointments with a single ward while others allow you to make one with a specific doctor.
These different hospitals can also choose to add a questionnaire to the flow, making it more complicated.
The challenge her was to find a way this could work for all different hospitals and users.
03 Functional specifications & tech debt
After all this data was collected we mapped the technical debt and dependencies to make sure no time was lost or unnecessary money was spent in development.
04 Final designs and implementation
An iterative design process was started. Final designs were implemented by the dev team every other sprint.
During development I kept a close relationship with development to ensure consistent implementation and to spot usability issues at an early stage
05 Validation
After a certain amount of topics were developed we organised a user testing day with different types of users to ensure that the decisions we made woul be the correct ones and the make sure would could intervene in a timely fashion.
From this user testing, small features were redesigned based on user feedback to ensure an even better final result.