Case study

Appointment booking

Mindwave has developed MAIA aimed at simplifying health tracking for individuals in the UK through a comprehensive Personal Health Records system within a hospital trust. Recognising the need for a centralised and efficient appointment management system, we sought to address the challenges posed by the absence of a modular connection between different Extended Producer Responsibility (EPR) systems.

Client
MAIA, Mindwave Ventures
Role
Product Designer | Mindwave
Responsibilities
User research, Interviews, User persona, User stories, Acceptance criteria
Duration
2022 - 2023

The challenge

Despite having visited the UK in 2022, I lacked first hand knowledge of how the healthcare and hospital systems operated.
To bridge this gap, the challenge was to conduct interviews to understand the strengths and weaknesses of the existing appointment booking systems in the UK, enabling us to develop a tailored solution for our product.

The approach

I initiated conversations with our UK team, preparing for insightful interviews. Engaging with individuals who had resided in the UK for various durations, including those recently relocated for work, allowed me to grasp diverse perspectives and better comprehend user needs. This approach informed subsequent steps, including research, user flows, and UI design.

In navigating this project, I followed:

User Research

Interviews

User flows

User Stories & Acceptance Criteria

The user profiles

Healthcare Expert (UK Resident)

Background: UK resident with a deep understanding of the healthcare system.
Experience: Extensive knowledge gained through years of living in the UK.
Characteristics: Informed, aware of healthcare policies, and actively engages in healthcare discussions.
Needs/Goals: Stay updated on healthcare developments, contribute to healthcare advocacy.

Established UK Resident (10 Years)

Background: A decade-long resident in the UK, well-versed in local culture and customs.
Experience: Familiar with the nuances of daily life, social systems, and community dynamics.
Characteristics: Well-integrated, understands local norms, has a broad social network.
Needs/Goals: Maintain a sense of community, contribute to local initiatives.

Newcomer for Work (2 Years in the UK)

Background: Recently relocated to the UK for job opportunities.
Experience: Two years of exposure to the UK work environment and lifestyle.
Characteristics: Adaptable, learning about local customs, building a professional network.
Needs/Goals: Navigate career growth, establish a social circle, understand local work culture.

Native UK Resident (Limited Healthcare Knowledge)

Background: Born and raised in the UK with a basic understanding of the healthcare system.
Experience: Familiar with local traditions, less informed about healthcare specifics.
Characteristics: Rooted in the local culture, may have limited exposure to healthcare intricacies.
Needs/Goals: Increase awareness of healthcare, stay informed about community events.

Long-Term UK Resident (20 Years)

Background: Two decades of residence in the UK, deeply connected to the local community.
Experience: Extensive knowledge of UK life, culture, and healthcare system.
Characteristics: Seasoned resident, actively involved in community activities.
Needs/Goals: Contribute to community well-being, share experiences, and mentor newer residents.

Problems identified

Appointment slots: 8 AM to 8:30 AM

GP recommends secondary care and workflow discussion

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

The solution

The user flow marks a significant milestone for our team, serving as compelling evidence that we are well-equipped to visually develop a comprehensive appointment system. We meticulously mapped out all potential scenarios, both positive and negative, on the Miro board, ensuring a clear and detailed representation of our project.

User flows

Patients

All patients should have the ability to schedule appointments with their designated circle or group of doctors. The system must intelligently identify the doctor's availability and facilitate the booking process for other individuals within the circle.

Doctors

Healthcare professionals on the platform can effortlessly create open slots to accommodate new appointments from patients. These slots are flexible, allowing for easy transfer to another doctors or rescheduling when the original doctor is unavailable on the specified date or time.

Administrators

Administrators play a crucial role in supporting doctors and overseeing the overall management of the application. In instances where a doctor is unable to modify their time slot, administrators possess the capability to make adjustments on their behalf.