Simplifying Healthcare Appointments:
A User-Friendly Redesign for Public Access
This app bridges the gap between technology and healthcare, enabling users to book, reschedule, or manage appointments effortlessly. Designed with a focus on accessibility, it empowers individuals with low digital literacy or accessibility needsto navigate the system confidently. By incorporating GDS principles and ISO standards, the app ensures a seamless, inclusive, and secure experience, making healthcare appointments stress-free for everyone
Objectives of this Case Study
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Simplify Appointment Management: Provide users with an intuitive interface to book, reschedule, or cancel healthcare appointments effortlessly.
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Enhance Accessibility: Ensure the app is accessible to all users, including those with low digital literacy, visual impairments, or physical challenges, by adhering to WCAG 2.2 guidelines.
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Offer Multi-Channel Support: Provide seamless support through alternative methods such as phone assistance, voice input, and offline appointment management options.
Research
Goals
To deeply understand the needs, pain points, and behaviors of diverse users, including patients and healthcare providers, to inform a user-centered appointment booking system.
Personas
Current Journey Mapping - Amber Reeves
Ideation & Brainstorming
Service Mapping
Key Features Mapping
1
Simpllified Booking Process
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A streamlined, 3-step process: Search > Select Time > Confirm.
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Clear Labels and Icons: Intuitive visual cues to guide users with low digital literacy.
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Progress Indicators: A progress bar showing where the user is in the process to reduce confusion.
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GDS Alignment: Ensures designs meet user needs with clarity and simplicity.
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ISO Alignment: Reduces cognitive load, making the system intuitive and effective.
2
Accessible Design
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Large Fonts and High Contrast: Optimized readability for users with visual impairments.
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WCAG 2.2-Compliant Features: Screen-reader compatibility and focus indicators for keyboard navigation.
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Step-by-Step Guidance: Pop-up tips and clear instructions at each stage of the booking process.
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GDS Alignment: Prioritizes inclusivity and accessibility for all users.
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ISO Alignment: Ensures usability for diverse user groups, including those with disabilities
3
Multi-Channel Notifications
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Primary Notification via SMS: Ensures Amber receives appointment reminders in her preferred format.
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Backup Notifications via Email: Additional reminders to reinforce the booking details.
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Reminder Customization: Options to set reminders closer to the appointment date.
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GDS Alignment: Provides consistency and ensures critical communication is received.
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ISO Alignment: Supports multiple channels to cater to varied user preferences.
4
Minimal Physical Effort
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Voice Command Support: Enables booking and navigation without manual input.
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Touch-Friendly Interfaces: Large buttons and responsive design to accommodate mobility challenges like arthritis.
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Quick Assistance Options: A dedicated “Need Help?” button for immediate support via phone or chat.
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GDS Alignment: Meets accessibility standards for users with physical challenges.
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ISO Alignment: Enhances the physical usability of the system.
5
Appointment History and Tracking
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View Past and Upcoming Appointments: A single dashboard to track all bookings.
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Quick Rescheduling: Direct links to reschedule or cancel appointments without re-entering details.
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GDS Alignment: Consistent navigation and easy access to important information.
ISO Alignment: Supports user-centered tasks by minimizing redundancy and effort.
Digital Implementation
Log In Page
Key GDS Principles Showcase
Accessible Design - Show Password Option
This feature ensures Amber can verify her password entry without relying on memory or struggling with hidden characters. It reduces errors, especially for users with low digital literacy or visual impairments.
GDS Principle: Make It Accessible – Supports users who may find password masking challenging.
Alternative Login Option - "Continue with NHS Number
Amber might not use email regularly but is likely familiar with her NHS number. This alternative login method accommodates her preferences and ensures she can still access the system seamlessly.
GDS Principle: Design for Everyone – Provides inclusive options tailored to diverse user needs.
Booking Selector
Key GDS Principles Showcase
Assist Those Who Need It – "Call Customer Support" Button
This feature provides Amber with a direct and simple way to seek assistance if she struggles with the online system or encounters an issue. It ensures that she has a fallback option, reducing frustration and supporting her healthcare management.
GDS Principle: Assist Those Who Need It – Ensures help is readily available for users who face challenges with digital tools.
Start with User Needs - "Book Appointment Online" Button
This button prioritizes Amber’s primary goal of booking appointments independently. Its clear label and prominent placement make the task straightforward and reduce cognitive effort.
GDS Principle: Start with User Needs – Ensures that core user tasks are simple, intuitive, and easy to complete.
Online Booking Form
Key GDS Principles Showcase
Visual Clarity - Calendar and Time Slot Interface
The calendar with crossed-out unavailable dates and clear time slots helps Amber quickly identify available appointments. This reduces confusion and ensures she can navigate the interface easily, even with low digital literacy.
GDS Principle: Do Less – Streamlines the booking process by clearly showing available and unavailable options upfront.
Focused Action - Highlighted Selected Time Slot
The highlighted time slot provides immediate feedback on Amber’s selection, reducing errors and reinforcing confidence in her actions
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GDS Principle: Make It Accessible – Ensures that users with cognitive challenges or low digital familiarity can see and understand their current selection easily.
Confirmation
Key GDS Principles Showcase
Clear Confirmation - Success Message and Checkmark
The prominent "Congratulations! Your booking is successful!" message with a checkmark provides Amber with immediate feedback that her task has been completed successfully. This reassures her and eliminates uncertainty.
GDS Principle: Start with User Needs – Ensures the user receives clear, unambiguous confirmation that their primary goal has been achieved.
Accessible Support - "Help & Support" Button
The dedicated "Help & Support" button ensures Amber can easily seek assistance if she has questions about her booking or encounters issues post-confirmation. This reduces frustration and increases confidence.
GDS Principle: Assist Those Who Need It – Provides an easy path for users to access help without having to search through the system.
Help & Support
Key GDS Principles Showcase
Accessible Communication - Voice Input Option
The voice input feature allows Amber to describe her issue verbally instead of typing, which is particularly helpful if she has limited typing skills or physical challenges like arthritis. This feature ensures that support is inclusive and easy to access.
GDS Principle: Make It Accessible – Enables users with physical or cognitive limitations to communicate their needs effortlessly.
Reassurance Through Feedback - Confirmation Message
The chat's confirmation message, "You will receive a call in 10 mins regarding this," provides Amber with clear feedback that her issue is being addressed promptly. This builds trust and reduces anxiety.
GDS Principle: Assist Those Who Need It – Ensures users feel supported and confident that their concerns are being handled.
Support Page - Settings
Key GDS Principles Showcase
Adjustable Font Size - Accessibility Slider
The font size adjustment slider empowers Amber to customize text size based on her visual needs, ensuring the app remains readable and user-friendly. This feature directly supports accessibility for users with visual impairments.
GDS Principle: Make It Accessible – Ensures users can adapt the interface to suit their specific requirements, enhancing usability and inclusion.
Clear Data Privacy Information
The "Data Privacy" section provides Amber with a concise and transparent explanation of how her data is managed, building trust in the system. The link to the privacy policy ensures she can access more details if needed.
GDS Principle: Build Trust – Reinforces user confidence by demonstrating a commitment to data security and transparency.
Non Digital Implementation
Booking Selector
Key GDS Principles Showcase
Accessible Assistance - "Call Customer Support" Button
This feature allows Amber to bypass digital interactions and book or manage her appointments through a phone call. It provides a simple and effective alternative for users who are less comfortable with digital tools or lack access to technology.
GDS Principle: Assist Those Who Need It – Ensures users have an easy way to access essential services without relying solely on digital platforms.
Inclusive Information Access - "View Appointments" Button
Inclusive Information Access - "View Appointments" Button
Amber can verbally confirm her appointments with customer support, ensuring she stays informed and confident about her healthcare schedule without navigating complex digital interfaces.
GDS Principle: Design for Everyone – Provides a reliable offline option for accessing important information, catering to diverse user needs.
Voice Calling & Confirmation
Reflection & Outcome
Streamlined Service Design
Developed an accessible, intuitive platform catering to diverse users, including those with low digital literacy and accessibility needs.Created a seamless booking, rescheduling, and appointment management process adhering to GDS principles and ISO 9241-210 standards.
User-Centered Features
Introduced multi-channel support, including phone assistance and voice-enabled features, to ensure inclusivity.Integrated real-time appointment dashboards for internal users, improving administrative efficiency.
Prototypes and Case Study Deliverables
Delivered key artifacts, including Service Blueprint, Personas, Journey Mapping, and Low-Fidelity Wireframes, showcasing a simplified booking process and accessible design elements.Documented key learnings and methodologies in a detailed service design case study, highlighting the value of inclusive design practices.
During the process of building this app, I learned the importance of balancing user needs with accessibility and operational efficiency. Designing for diverse user groups, including those with low digital literacy, reinforced the value of empathy-driven research, iterative testing, and adhering to standards like GDS and ISO 9241-210. This project highlighted how service design artifacts—like personas, journey maps, and service blueprints—can transform complex systems into user-friendly, inclusive experiences."