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Health Attendance

Improviments

Health Attendance

Improviments

Health Attendance

Improviments

Health Attendance

Improviments

Product design case study

SYSTEM DESIGN SOLUTION

About the Project

This projects was focused on generate a improviment in the receptionists need to notify patients about test/order results.

Project Limitations

Time restricton of 3 days

The Challenge

The design solution focused on the main points of the brief, focusing to resolve all the problems related. We will see the solution point a point.

Key deliverables included:

High-fidelity redesign of messaging page.

Proposed solutions with rationale (text, sketches, etc.).

Integration of solutions into redesigned interface (if applicable)

My goal:

Propose and design solutions to improve efficiency.

Dealing with the Problem

During the discovery process, I identified challenges in managing high request volumes and proposed two key solutions:

1. Automatic Trigger Buttons: Streamlined follow-ups with dedicated buttons for scheduling exams and sending reminders to patients, reducing manual workload.

2. Enhanced Client Cards: Added intuitive icons to indicate report readiness, enabling quick status checks and improving task prioritization.

These improvements optimized workflows and enhanced the overall user experience.

1# Solution

During the discovery process, I identified challenges in managing high request volumes and proposed two key solutions:

These improvements optimized workflows and enhanced the overall user experience.

2# Solution

The second solution focuses on enhancing patient chat cards for better clarity and efficiency.

Key features include:

Yellow Exclamation Icon: Indicates an issue with the exam result, requiring attention.

Green Paper Icon: Signals that the exam results are ready for delivery.

Bell Icon: Provides a shortcut to send a reminder to the specific patient.

Screen with Eye Icon: Opens a quick summary modal for an overview of the patient’s details.

This design allows receptionists to quickly assess statuses and take appropriate actions with minimal effort.

3# Solution

The interface, originally resembling an email preview, was redesigned into a chat-focused layout, making it easier for receptionists to manage client interactions through messaging apps.

With AI-powered chatbot automation, receptionists only step in for specific cases requiring human support.

The three-icon strategy in the patient bar adds flexibility, enabling quick access to key functions like resolving small issues, validating contexts, and sending reminders that are more likely to be noticed.

This solution ensures efficiency while balancing automation with a human touch, offering a seamless and personalized experience.

The visual solutions and the whys

Why did I design the solution this way?

The process

Research

Journey Mapping

Stories

Design

Validations

How I Discovered this Solution?

This didn't happen magically.

The Discovery

1# - Overall Journey

Based on the brief, I created a macro visual of the Receptionist, Doctor, Patient and Laboratory Exam’s journeys.

This helps me to see the macro scenario, and understand holistically the context of the receptionist.

This approach allows me to explore solutions for the problems outlined in the brief.

This foundation will guide the next steps of my process.

Things I learned in this step:

How delicate is the management that a receptionist needs to carry out in her day.

What notification patterns might we have missed

What other users the receptionist need to deal

Based on the brief, I created a macro visual of the Receptionist, Doctor, Patient and Laboratory Exam’s journeys.

This helps me to see the macro scenario, and understand holistically the context of the receptionist.

This approach allows me to explore solutions for the problems outlined in the brief.

This foundation will guide the next steps of my process.

Things I learned in this step:

How delicate is the management that a receptionist needs to carry out in her day.

What notification patterns might we have missed

What other users the receptionist need to deal

Based on the brief, I created a macro visual of the Receptionist, Doctor, Patient and Laboratory Exam’s journeys.

This helps me to see the macro scenario, and understand holistically the context of the receptionist.

This approach allows me to explore solutions for the problems outlined in the brief.

This foundation will guide the next steps of my process.

Things I learned in this step:

How delicate is the management that a receptionist needs to carry out in her day.

What notification patterns might we have missed

What other users the receptionist need to deal

2# - Exams Journey

After defining the overall journeys, I focused on those directly related to the brief's problem.

This allows me to think beyond the brief without getting distracted by unrelated issues.

By doing so, I can refine my understanding of the points directly impacted by the problem and get ideas for solutions to research.

Things I learned in this step:

Close look in the context of the Receptionist with the understaind of how and when the action “send notification/reminder is trigged”.

What gaps or solutions whe can bring to optimize the process.

After defining the overall journeys, I focused on those directly related to the brief's problem.

This allows me to think beyond the brief without getting distracted by unrelated issues.

By doing so, I can refine my understanding of the points directly impacted by the problem and get ideas for solutions to research.

Things I learned in this step:

Close look in the context of the Receptionist with the understaind of how and when the action “send notification/reminder is trigged”.

What gaps or solutions whe can bring to optimize the process.

After defining the overall journeys, I focused on those directly related to the brief's problem.

This allows me to think beyond the brief without getting distracted by unrelated issues.

By doing so, I can refine my understanding of the points directly impacted by the problem and get ideas for solutions to research.

Things I learned in this step:

Close look in the context of the Receptionist with the understaind of how and when the action “send notification/reminder is trigged”.

What gaps or solutions whe can bring to optimize the process.

3# - Benchmark

I conducted a benchmark to understand how the market solves the same problem and identify potential improvements. This ensures that the proposed solution is valuable and stands out from existing options.

For this test, I focused on the Brazilian market for accessibility and familiarity with the healthcare industry. While this was a practical choice for the test, I understand the importance of researching the client's specific market.

Things I learned in this step:

The marktes solutions and design patterns.

Good insights that generated some ideias.

Others perspectives of how to deal with the same problem.

Things I learned in this step:

The marktes solutions and design patterns.

Good insights that generated some ideias.

Others perspectives of how to deal with the same problem.

Things I learned in this step:

The marktes solutions and design patterns.

Good insights that generated some ideias.

Others perspectives of how to deal with the same problem.

4# - User Stories and User Actions

After understanding the broader context, refining my focus, and researching existing solutions, I used user stories and actions to refine my understanding further.

This tool helps me see the problem through the eyes of the professionals who deal with it daily.

This perspective allows me to improve the quality of my ideas and offer solutions that either enhance the current system or create a new one based on the insights gained.

Things I learned in this step:

Refine the ideas to solve the problem

Look for scenarios in a deep way.

Generate a basic structure that will give me a foundation to create a userflow.

Things I learned in this step:

Refine the ideas to solve the problem

Look for scenarios in a deep way.

Generate a basic structure that will give me a foundation to create a userflow.

5# - User flow

After a deep understanding about the macro and micro context, mapping user stories and actions, I created a user flow to visualize the user's actions within the system and applying some of the first ideas to resolve the main problem.

This helped me understand their daily workflow, how the system can assist them, the necessary validations, and how to design the wireframes/interface with the solution applied.

Things I learned in this step:

A clear understanding of how the solution can be applied

Notice the Overall Flow and the unique flow that will be the foundation of this test.

And a possible backlog to improve the project even more.

Thanks for your time!

(Obrigado por seu tempo)

Thanks for your time!

(Obrigado por seu tempo)

Thanks for your time!

(Obrigado por seu tempo)