Patient personal space
My role: Product designer.
Audience analysis, interaction design, visual design. Web and mobile applications.
Audience analysis, interaction design, visual design. Web and mobile applications.
Objective
Development of a user-friendly interface for the Scandinavia clinic's client personal account, helping patients quickly and efficiently resolve their health-related questions.
Action Plan
- ResearchCompetitive analysis, surveys, in-depth interviews, UX testing of existing interfaces, field research (visiting the clinic), and reviewing analytics systems.
- HypothesesCreating personas, Customer Journey Mapping (CJM), defining key scenarios and user jobs, developing and prioritizing hypotheses.
- DesignClickable prototypes in Figma, UX testing with users, refining UI states, and writing technical documentation
- Result AnalysisUser surveys, reviewing analytics data, iterations and refinements.
Research
In collaboration with product managers, written surveys and a series of in-depth interviews with clinic clients were conducted.
Workshop with 10 clinic clients to build a CJM
Based on the gathered insights, a Customer Journey Map was created. It reflected the key stages of interaction with the clinic—from detecting a health issue to full recovery. We identified pain points and barriers preventing clients from achieving their goals.
A key user persona was developed to better understand the target audience's experience, needs, pain points, and goals.
Pain Points Identified Through Research
- Difficult appointment booking: Long response times from call center operators; lack of convenient online booking via the website or app.
- Unclear exam preparation: Lack of clarity on how to prepare for medical examinations; operators do not always provide up-to-date information.
- Long queues at the reception: Long waiting times, leading to missing or being late for appointments.
- Physician selection uncertainty: Hard to decide which doctor to choose, what to look for, and who is best suited for the issue.
- Mandatory in-person registration: Inability to register a personal account without visiting the clinic in person for identity verification.
Based on the research findings, product hypotheses and a product development roadmap were created.
Online (Telemedicine) Consultations
Audio and video consultations with doctors. Users no longer need to spend time commuting to the clinic—especially relevant during the pandemic.
Chat with doctor
An interface for direct communication between doctor and patient. Clients do not need to book a new appointment or track down a doctor's phone number if a follow-up question arises.
Appointment Booking
Patients can choose a convenient time slot without needing to call the contact center.
Online registration
Clients can now get access to their personal account by verifying their identity online.
Mobile Applications
In addition to the web version, native iOS and Android mobile apps were developed.
Design system
Created a component library that streamlines product development and updates, while maintaining visual and functional consistency across all clinic products.
Demo Video
