Hong Kong Adventist Hospital: Improving digital healthcare experiences

Context

• HKAH is one of the top private hospitals in Hong Kong
• Original ask from the client is to conduct usability audit for the newly developed mobile application for patients

Outcome

• Reduced outpatient booking time by 3 minutes per patient
• Convinced the hospital board to adopt design deliverables as new development objectives
• Successfully handoff mobile application flows, mid-fi design, and prototype to developers to improve previous design
• Worked with VPs to expand scope of project and facilitated roadmap planning with managers

I owned and led

• Service audit by doing shadowing, participant observation, and bystander observation
• Usability testing and heuristic analysis of the hybrid mobile application
• Pitch, presentation, and persuasion of an extended project scope
• Wireframe and UI design for the out-patient onboarding, booking, and in-patient services journeys
• Creating a baseline design system with simple icon library, typography, UI grid, and colours to help developers maintain consistency
• Mentoring a junior UX&UI designer and help them in navigating through the design and client management proces.

I supported

• Refining the UI and user flow for the in-patient payment journey
• Defining requirements of the system and services under the guidance of a senior UX designer

Methods, tools, and artifacts used