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. Combined with our own testing we contacted the helpdesk to research why users logged tickets or called the helpdesk
This is an overview of the process
01 Research and interviews
We used 3 types of research:
1) We ourselves went through 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.
3) Contacting the helpdesk to discover why users contacted them.
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.