Care Teleconsultation Tools

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End-to-end redesign of a platform to improve services during a pandemic

User Perspectives

Delivery of care interrupted by downtime

COVID-19 was still spreading and the teleconsultation services have been bogged down by calls from patients. Doctors have not been able to answer a lot of the calls due to issues of the existing dashboard.

Business Objectives

Expanding the network

Care provides teleconsultation services through one partner, Raffles Medical Group. They wanted to open the platform to have other clinics and doctors on it, too.

Solution

The doctor is now on call

Migrated the teleconsultation services from a legacy system to improve the reliability of calls between doctors and patients in an already stressful situation.

Team & Role

Product Designer

together with 4 designers and 2 product managers

Client

Care

Health-tech startup providing medical services such as teleconsultation and vaccinations

Duration

Nov 2021 to Mar 2022

Location

Singapore 🇸🇬

4x

fullfillment rate increase

+3

total service providers

-75%

complaints related to service

PROCESS

PROCESS

The Process

Process

View solution

View solution

View solution

Assessment

Doctors waste a lot of time because of technical issues

When one patient calls, all doctors get notified resulting to issues with connections. Also, doctors can’t see patients’ pre-consultation answers despite patients being asked through the app. Issues like these waste doctors', and their patients’ time and money.

A collage of images including close-up shots of three people during a user interview, and external shots of Raffles Medical facilities.

I visited clinics and interviewed doctors and healthcare staff to observe how they were using the legacy tools

A detailed interface audit of a teleconsultation app showing an older version, marked with comments on the use of tabs, status importance, and button hierarchy. It includes recommendations for improving information visibility and functionality.
Annotated interface of a teleconsultation app highlighting flaws such as overly prominent search functions, confusing information hierarchy, and the redundancy of some tabs and features.

I did a UX audit that uncovered a lot of issues: the appointment creation flows not working, many unused screens, disorganized UI

Diagnosis

Web app was riddled with features doctors were not using

The long queues where caused by the huge number of patients who needed to see doctors during the pandemic. We had to find ways to manage the huge demand. The web app having several issues didn't help.

Outcome Identification

Increasing fulfillment rate

As there were many missed consults, we set the goal to increase fulfillment of the teleconsultation service. This would also be done by creating a platform that can support multiple clinics. As this metric increases, we hoped to see increased user satisfaction and decreased user complaints.

A screenshot compilation of customer reviews from a teleconsultation app on a digital store, highlighting issues like long waiting times and connectivity problems with critical and negative feedback visible.

I compiled and tracked App Store reviews and did patient interviews. One of our aims was to reduce complaints of calls not being answered.

A schematic layout for a new provider dashboard in a teleconsultation platform, organizing features across categories like Configuration, Operations, Products, Orders, Appointments, and Records.

I analyzed the new dashboard and laid out the information to see how to integrate the feature to be migrated

Hand-drawn sketches detailing workflow ideas for teleconsultation services, outlining initial flows, actions for various appointment statuses, and specific activities assigned to different roles within the clinic.

I sketched out how the flows would be like and refined the flow further to discuss with the product team. Clearly for personal consumption only.

A design system layout for a healthcare application, showing design elements such as typography, buttons, text fields, forms, and templates for lists and details.

Consistent UX patterns with the rest of the dashboard help the staff be familiar with the new service easily. Meanwhile, engineers do not have to build from scratch

Screenshots of a teleconsultation app prototype illustrating user flow for booking appointments, with detailed steps from the selection of location to the completion of a consultation call.

This is part of a Figma prototype I shared with the stakeholders. I got feedback from doctors and healthcare staff through the prototypes I shared.

Screenshots of a teleconsultation app prototype illustrating user flow for booking appointments, with detailed steps from the selection of location to the completion of a consultation call.

A lot of feedback was given on the appointment listing. We had to display a ton of information that's needed by the staff to handle the queue of services.

Planning

Rebuilding the entire platform from scratch

Thinking in first principles, we previously developed a new medical provider dashboard. This resembled an e-commerce platform but with added modules for healthcare services. By breaking down medical services into phases—configuration, registration, appointment booking, fulfillment, and records creation—we ensured a modular and flexible design to handle various scenarios.


For teleconsultation, we migrated it to this new platform, leveraging the modular approach. To address issues with the on-demand call system, which overburdened doctors, we shifted to an appointment-based system to reduce missed calls and better manage patient expectations.

Implementation

Working with engineering, redefining design processes

As we were a new team, I had the opportunity to shape the processes we did as a design team, and how we coordinated with the rest of the company.


We had to adapt our processes to regularly do user research. We also did design QA before software builds go live.


Aside from handing off design work, I wrote user stories and looked into video communication APIs that would help the engineering team build a more robust product.

Hand-drawn sketches detailing workflow ideas for teleconsultation services, outlining initial flows, actions for various appointment statuses, and specific activities assigned to different roles within the clinic.

A regular cadence of user research and tests before release was implemented

Screenshots of a teleconsultation app prototype illustrating user flow for booking appointments, with detailed steps from the selection of location to the completion of a consultation call.

Dogfooding–I used our app every time I needed to see a doctor or I had to do a COVID-19 test.

Evaluation

Fewer complaints from doctors and patients

I continued to check app store reviews to gauge customer sentiment and also asked doctors on their experience with the new platform.


We had to fix some kinks early on but as we managed the load of calls, there were fewer missed consults which increased user satisfaction.

SOLUTION

SOLUTION

The Solution

Solution

Migration

The wait is over

We built an appointment-based system for the teleconsultation service. We improved how the information was organized too.

Side note: The visuals presented here have been redesigned to reflect my current design approach and may differ from the original.

Before

A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.

After

Shows an updated and improved appointment scheduling interface for a teleconsultation platform. The design simplifies the process, displaying appointment times, details, and the status of each appointment in a clear and concise manner, reducing waiting time and improving the overall user experience.

Redesign

Patient-centered care

The redesigned video call interface placed the patient front and center and was able to support other video-based services such as COVID-19 testing at home without a major redesign.

Before

An image showing a cluttered teleconsultation app interface with the patient video off to the right side, a list of navigation tabs on the left, and multiple boxes with patient information and consultation details. The layout appears disorganized with poor information hierarchy.

After

A clean and streamlined teleconsultation interface where the patient's video is centered, surrounded by neatly organized patient information on the left and clinical notes on the right. The interface has fewer navigation tabs, providing a clearer view and easier access to necessary features.

Redesign

Design details

Design helps guide the staff on what to do next and additional features aid them day-to-day.

Appointment listing

A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.
A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.
A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.

Teleconsultation

A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.
A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.
A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.

Records

A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.
A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.
A screenshot showing the previous interface of a teleconsultation app, emphasizing a queue-based system and highlighting various interface problems such as a disorganized hierarchy and excessive prominence of rarely used features.

RESULTS

RESULTS

The Results

Results

Appointments, not disappointments

We significantly increased our fulfillment rate which was reflected in reduced complaints from patients. The migration also helped make the system easier to maintain as we deprecated the old one.

Displays user feedback and testimonials about a teleconsultation platform within a community or forum setting, showing user profile pictures, names, and comments praising the platform’s features and usability.

From 20% to

80%

fulfillment rate

From 1 to

4

new telecon providers

From 1.9 to

3.7

iOS App store rating

From 2.8

4.5

Android Play store rating

REFLECTIONS

REFLECTIONS

Reflections

Helping the people who help people

I’ve always dreamed of working in the healthcare industry as a designer. I graduated as a nurse, and while I wasn’t a fan of the day-to-day routine, scrubbing in for surgeries was unforgettable.


One of the biggest takeaways from my nursing education was the nursing process: assessment, diagnosis, outcome identification, planning, implementation, and evaluation. This structured approach continues to guide me in my design practice.


In design, assessment is basically user research—figuring out what’s going on and where the pain points are. Diagnosis comes next, analyzing the data to uncover the real problems and opportunities. Once we have a solid understanding, we define realistic and measurable outcomes to guide the project.


From there, I move to planning, exploring ideas through workshops, wireframes, mockups, and prototypes. Then comes implementation, working with developers to bring everything to life. Finally, there’s evaluation, where I test the product with users, get feedback, and iterate to make things better.


I’m sure the nursing process has been updated since I last touched a sphygmomanometer, but what hasn’t changed is the focus on compassion and care. At the end of the day, it’s not just about solving problems—it’s about remembering there’s a patient who needs help and healthcare staff doing their best to make that happen. 

TEAM

TEAM

The Team

Team

Designers

Gina Koh

Sindhu Widyatama

Annie Pham

Product Managers

Jessica Lim

Thaqifah Tata

Software Engineering Leads

Peter Lam

Nguyen Tran (Leo)

Screenshots of a teleconsultation app prototype illustrating user flow for booking appointments, with detailed steps from the selection of location to the completion of a consultation call.

It was an honor to be part of the team as the company was recognized by Singapore's president as we provided medical services during the COVID-19 pandemic

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