Overview
To help face the challenge of administering the new coronavirus vaccine, I was asked to design and validate a web-based platform to allow patients to book both their first and second vaccination appointments. Once implemented, the platform received immensely positive user feedback, and has since been used to book nearly one million appointments.
Despite - on paper - an initial lack of complexity, the project posed a number of unique challenges. Firstly, the solution needed to be designed, validated and released with absolute urgency to reduce the increasing pressure on the NHS. It couldn't afford to be wrong. Secondly, it needed to be as accessible and inclusive as possible, so that each and every person would understand how it worked.
Despite - on paper - an initial lack of complexity, the project posed a number of unique challenges. Firstly, the solution needed to be designed, validated and released with absolute urgency to reduce the increasing pressure on the NHS. It couldn't afford to be wrong. Secondly, it needed to be as accessible and inclusive as possible, so that each and every person would understand how it worked.
Process
Initially, I analysed a range of booking platforms, assessing their simplicity, clarity, learnability and navigation. Next, I sought to understand what information would be most important for patients, and mapped out information architecture diagrams and user journeys. After discovering that the NHS intended to distribute a link to the platform via SMS, I utilised a mobile-first approach and created scalable UI elements to ensure consistency across a range of devices and screen sizes. Throughout the design thinking process, I fed back to the wider design team for feedback, and collaborated closely with the front-end developer to fine tune and optimise the desktop experience.
Challenges
From the competitor analysis, it was not always clear why - or when - a second booking was being made. To address this shortfall, I included a distinct UI element above the calendar, and used plain language to highlight which vaccination appointment was being displayed.
We discovered that the average vaccination time was five minutes, and clinics were open - on average - from 9am to 5pm. This meant that we would have to display ninety-six possible vaccination appointments, which was particularly problematic on smaller devices. After some ideation, I decided to limit the visible appointments to a maximum of twelve, and implemented a scrollbar to view the remaining eighty-four appointments. Should the patient wish to select an alternative date, the calendar would now always be in view.
Lastly, our initial testing identified that, due to the sheer volume of patients, many appointments were being booked by two users at once, which would result in an error. The team ran an ideation session on Miro, and we implemented a “reservation” process to run in the back-end.
We discovered that the average vaccination time was five minutes, and clinics were open - on average - from 9am to 5pm. This meant that we would have to display ninety-six possible vaccination appointments, which was particularly problematic on smaller devices. After some ideation, I decided to limit the visible appointments to a maximum of twelve, and implemented a scrollbar to view the remaining eighty-four appointments. Should the patient wish to select an alternative date, the calendar would now always be in view.
Lastly, our initial testing identified that, due to the sheer volume of patients, many appointments were being booked by two users at once, which would result in an error. The team ran an ideation session on Miro, and we implemented a “reservation” process to run in the back-end.
Usability testing
After creating a fully-fledged prototype in Figma, I recruited participants aged between 18 and 60 to assess the overall usability and simplicity of the new platform. Participants were asked to select multiple vaccinations, to amend the dates and times, and to submit their personal details.
Feedback was overwhelmingly positive. Participants unanimously agreed that the process was "clean", "simple", "straightforward", and "uncomplicated". However, there were some concerns surrounding the trustworthiness of the SMS and the clarity of error messages. The error messages were improved and re-released, and a separate company-wide project was initiated to improve perception and trustworthiness when distributing links via SMS.
Feedback was overwhelmingly positive. Participants unanimously agreed that the process was "clean", "simple", "straightforward", and "uncomplicated". However, there were some concerns surrounding the trustworthiness of the SMS and the clarity of error messages. The error messages were improved and re-released, and a separate company-wide project was initiated to improve perception and trustworthiness when distributing links via SMS.
Results
As of June 2021, the platform has been used to book almost one million vaccinations, with an average booking success rate of over 95%. The platform has also since been adapted for a variety of other use-cases, such as booking blood tests and hospital visits. It remains one of our flagship products.
Feedback
"Elis was able to easily transition in the team, designing a product that was developed at a very quick pace, while helping to push the design for the entire patient platform."
- Senior Product Designer
- Senior Product Designer