My GP

1. PATIENT APP

The MyGP App is everything you need to manage your wellbeing. It enables patients to book and cancel appointments, receive appointment reminders, order prescriptions, and access their medical records.

Timeline

September 2019 - July 2020

Course

Visual Interaction Design

Type

Product Design, UI/UX

Tools

UXPin, Figma, Illustrator

The Problem

Users were finding the app challenging to use. There was an inconsistency between the look, feel and tone of the different pages, which resulted in a lack of engagement as the user flows were not interconnected with each other.

The Design Challenge

Creating the right flows so that the users are able to easily look after their health in a simpler and more convenient way. In order to bring consistency to the app, we had to work on re-designing everything from scratch, including work on user behaviour and the colour palette to ensure the result was neat and attractive.

The Solution

MyGP provides patients the best way to manage their health by being able to book GP appointments, order repeat prescriptions from home, check their own medical records on the go, and take care of any concerns they may have on their loved ones. The app is not only beneficial for patients: it also helps GP practices manage administrative workload, resulting in significant savings as it reduces missed appointments and administrative workload for staff.

Ideation Process

The ideation process helps to step beyond the obvious solution and will ultimately lead to innovation with a strong user focus.

We wanted to ensure that our users had access to an easy and convenient app to manage their health smoothly. We wanted myGP to be seen as not only a digital space where patients could book appointments but also a "one-stop-shop" where well-being is at the palm of the patients' hands.

Flow Chart

Following the research phase, I focused on creating a general flow chart for the product. This allowed me to visualize how the entire product would work from a wider point of view. Furthermore, completing this process early on allowed me to quickly build on the overall product when needed.

2. GP Platform

MyGP Connect is a platform used by practices to manage the patient's well-being. Some of the key features of the platform are online consultation, messaging, report creation, campaign development (e.g. asthma campaign), or survey creation.

Timeline

September 2019 - July 2020

Course

Visual Interaction Design

Type

Product Design, UI/UX

Tools

UXPin, Figma, Illustrator

The Problem

Practices need to communicate with their patients for many different reasons. For instance, practices may need to build campaigns for specific patient categories or they may need to collect data to understand various aspects such as health habits or customer service satisfaction.

The old version of this platform required multiple workarounds to be able to use it adequately, which resulted in user frustration and lack of trust in the system. A two-hour training was needed to ensure practices were able to fully understand each of the platform's functionalities. The goal was to redesign a version that requires only a training time of 20 minutes or less and enable staff to focus on more value-added activities.

The Design Challenge

Liaising with patients is key for doctors and administrative staff, which raises the bar for having a solution that enables easy communication between practices and patients.

The main challenge was organizing the information needed to deliver a successful platform, which ultimately would enable us to restructure the architecture and be able to write clear and concise instructions for the user.

The Solution

MyGP Connect provides an intuitive, user-driven interface that reduces practice training time to a minimum, making life easy for our doctors and administrative staff and enabling them to focus on key activities that deliver more value to our healthcare system.

The platform enables practices to easily liaise with their patients by having a one-stop-shop where all interactions can be performed, which is key to ensure productivity and reduces frustrations amongst staff and patients.

Design Research

Getting to know the users of the platform was key to ensure that the new version was exactly what they needed.

I had very interesting conversations with a number of administrative staff and doctors and they were all agreeing on one thing: the platform they were currently using was clunky and disorganised. Everyone was feeling confused and frustrated by the software.

Some of the main pain points they were experiencing were the following:

Entering information to the platform required multiple manual workarounds
Learning how to use the platform was extremely time-consuming
Patients were complaining to staff because of lack of data accuracy and misinformation
Credibility amongst patients was suffering due to some incidents that could have been avoided, and this was causing stress amongst staff

Followed our primary research, we worked on developing different personas to get a sense of our target user:

Flow chart

When developing the user flow with our main customers, we invited them to further explore their main goals when using the platform and ensured that each action had a reason why. Streamlining processes is key for success when it comes to designing software: flows need to be made simpler, even if going from A to B means taking many steps and information on the road.

It is highly important to always keep in mind the following question:

"What are we trying to achieve here?"

This will ensure the delivery of an attractive platform for our users, which will ultimately make their life easier.

Ideation Process

During this phase, we wanted to play with a simple and actionable design to ensure messages and instructions were clear and concise. Our users needed a platform that wouldn't be abandoning them when trying to set up a campaign or send direct messages to patients.

Getting constant feedback from our users was a main part of the journey to secure the right design.