[06] Final Thoughts & Impact
Supporting the Vision with Data
Key Achievements
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Consistent confirmations boosted reassurance across all core tasks.
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Calendar-based booking and queue tracking improved speed and clarity, especially for walk-ins.
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Warm, accessible visuals reduced friction and improved user sentiment in early tests.
Lessons Learned
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Emotional needs such as clarity and control matter as much as functionality.
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Small usability gaps (e.g., dropdowns, missing confirmations) can quickly erode trust.
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True impact comes from blending practical design with behavioral psychology.
[04] Lo-fi Design Developments
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Design Process: Sketched and digitized early wireframes to quickly explore flows for check-in, walk-in, booking, and health tools.
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Concept: Focused on clarity and reassurance — big buttons, simple layouts, and minimal text to test usability without distractions.
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Strategy: Prioritized core journeys (scheduled check-in, walk-in queue, appointment booking) to validate structure before styling.
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Key Outcome: Identified gaps in navigation and confirmation steps; ensured flows matched patient needs uncovered in research (e.g., transparency in wait times, accessible wording).
Walk-in Flow
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Introduced a virtual queue system to reduce uncertainty and confusion in clinics.
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Added filters (distance, wait time, reviews, past visits) so patients can quickly choose the right clinic.
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User testing identified need for clearer queue management features: cancellation, clinic details, and real-time updates.
Check-in Flow
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Designed two methods (QR code / code entry) for accessibility and flexibility.
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No detail verification step — users felt anxious; improvement required by adding a confirmation of patient details before check-in.
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Ensured consistent confirmation messages across all steps to reduce uncertainty.
Appointment Booking & Management Flow
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Used drop-down lists for date/time — testing showed this was inefficient; users wanted an improvement to a calendar view.
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Instead of searching for doctors, user testing identified the need to show available doctors automatically based on chosen time.
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High request for a pre-appointment screening step so patients can answer questions during booking and avoid repetition later.
MyHealth - Additional Management Features
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Centralised patient access to health records, symptom tracker, and prescriptions.
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Identified need for a prescription system that helps patients quickly see expired medications and what to renew soon.
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Focused on plain, supportive language to build comfort and trust.
Usability Testing
Goal
Test whether the lo-fi designs supported a simple, reassuring check-in process and identified major usability gaps before moving to hi-fi.
Method
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Remote moderated testing with 6 participants (mix of ages, tech familiarity, and accessibility needs).
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Tasks: scheduled check-in, walk-in queue, booking, prescriptions, symptom tracking.
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Think-aloud protocol + post-test feedback.
Key Findings
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Inconsistent confirmations made users feel uncertain about whether actions were successful.
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Lack of patient detail verification during check-in created anxiety.
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Dropdown lists for booking were frustrating; users preferred a clear calendar view.
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Absence of pre-appointment screening risked repeated questions at the clinic.
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Queue management for walk-ins felt unclear — users wanted real-time updates, the ability to cancel, and visible clinic details.
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Back button was highly valued, giving users confidence and control.
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Prescription section didn’t clearly indicate expired or soon-to-expire medications.
Recommendations
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Provide consistent confirmation messages across all actions.
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Include a detail verification step during check-in.
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Replace dropdowns with a calendar view for booking appointments.
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Add pre-appointment screening to booking flow to save time later.
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Enhance walk-in with queue management features: real-time position, cancel/edit options, clinic details, and reminders.
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Keep the back button visible and easy to use.
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Redesign prescriptions with a status system highlighting expired and refill-needed medications.
[03] User Flow Diagram
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Simple onboarding: Clear sign-up/log-in with error handling to reduce stress.
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Two check-in paths: Separate flows for scheduled and walk-ins for clarity.
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Always confirm: Every action ends with confirmation to build trust.
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Pre-appointment screening: Questions included digitally to save time.
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Wait time transparency: Walk-in flow shows estimated wait and queue status.
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Family & prescriptions: Support for dependents and repeat prescriptions included.
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Back button support: Easy navigation to keep users in control.
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Accessible options: QR code or code entry check-in for inclusivity.
MediCheck
Type: Mobile App UX Design
Timeline: July - August 2025
My Role: UX Designer | UI Designer | UX Researcher
Tools: Figma | Notion
Industry: HealthTech
MediCheck is a patient-centered check-in and walk-in booking app for GP clinics, designed to simplify arrival, provide pre-appointment guidance, and improve accessibility. It streamlines both scheduled and walk-in visits while offering features like symptom tracking, prescriptions management, and health records — going beyond what current NHS and AccuRx solutions offer.
MediCheck
[01] Key Challenges
Current GP check-in systems, like those from the NHS or AccuRx, leave many patients feeling uncertain, facing accessibility barriers, and struggling with walk-in procedures. The lack of reassurance and guidance adds stress before appointments. These gaps inspired Medicheck—a patient-centered check-in app designed to be simple, accessible, and emotionally supportive.
Challenge
Solution
Lack of emotional support
Warm, reassuring design with positive confirmations.
Unclear walk-in & booking system
Unified flow for check-in, walk-in, and scheduling.
Uncertainty & long waits
Real-time queue updates and appointment reminders.
“It’s stressful having to repeat the same details every time I visit.”
“I wish there was a clear way to check in as a walk-in, without standing in line.”
“The NHS app feels complicated, like it’s made for doctors rather than patients.”
[02] User Research
Goals
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Uncover emotional and practical pain points of GP check-in — especially for walk-ins.
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Identify accessibility issues in current apps (e.g., NHS, AccuRx).
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Learn patient preferences for health screening questions.
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Discover what information makes patients feel more comfortable before appointments.
Target Users
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Adults 18–75, both scheduled and walk-in patients.
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Mix of accessibility needs (e.g., vision, anxiety, neurodiversity).
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Tech users with varying digital confidence.
Method
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Interviews — patients described recent GP check-in experiences, frustrations, and expectations.
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Survey — gathered preferences for screening, app tone, and mobile use.
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Competitive audit — NHS & AccuRx: strong for booking and records, but weak in walk-in support, inclusive design, and reassurance.
“I’d feel better if the app reassured me that my check-in actually worked.”
When I walk in without an appointment, I’m never sure where to go or if I’ll even be seen.”
“Sometimes I have to explain personal symptoms at the reception desk — it feels really uncomfortable.”
“I never know how long I’ll be waiting — it makes me feel stuck and anxious.”
Key Insights
Emotional & Practical Pain Points
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Biggest frustration: uncertainty around wait times.
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Walk-in patients often confused about the process.
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Pre-appointment nerves worsened by rushed or unclear communication.
Accessibility Gaps
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Complex navigation, medical jargon, and small text.
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Apps felt built for doctors, not patients.
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Desire for plain, friendly, human tone.
Screening Preferences
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Most prefer answering health questions before arriving, with option to edit later.
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Walk-ins value speed — minimal forms during check-in.
Comfort & Reassurance
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Clear expectations: wait times, required steps, confirmation of check-in.
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Quick reassurance messages reduce stress.
[05] Design Resolution
Medicheck is designed for patients navigating busy clinics and stressful visits. It cuts through complexity by creating a clear, supportive check-in experience where users can complete essential tasks in just minutes. Every screen emphasizes reassurance, accessibility, and actionable clarity — reducing uncertainty and helping patients feel in control of their healthcare journey.
Walk-in
Join a clinic queue virtually and track your progress in real time. We highlighted key filters upfront — nearest, best-rated, shortest wait, and past clinics — to reduce decision fatigue. The live queue tracker and reminders act as constant feedback loops, minimizing anxiety and helping patients feel seen and supported.
UX Law Applied
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Hick’s Law: Streamlined filters (nearest, best-rated, shortest wait, past clinics).
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Feedback Principle: Live queue updates + confirmation reduce uncertainty.
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Zeigarnik Effect: Clear progress cues so patients know they’re “in the system.”
Check-in
Patients can check in with a quick QR scan or 6-digit code. Large buttons reduce effort, while consistent confirmation messages reinforce trust at every step. A verification screen ensures details are correct, preventing mistakes and removing uncertainty before the appointment begins.
UX Law Applied
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Fitts’s Law: Large, easy-to-tap buttons for scan or code entry.
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Feedback Principle: Always provides confirmation for reassurance.
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Error Prevention: Patient detail verification step prevents mistakes and anxiety.
Book New Appointment
A calendar view replaces dropdown lists to display all available times at a glance. This reduces scrolling, speeds up decision-making, and matches users’ existing mental models of scheduling. Screening questions are built directly into the booking process, preventing repetition at the clinic and preparing both patient and doctor in advance.
UX Law Applied
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Hick’s Law: Calendar reduces cognitive load compared to dropdown lists.
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Progressive Disclosure: Screening questions appear at booking, so they’re not repeated later.
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Jakob’s Law: Familiar calendar format matches mental models from other apps.
MyHealth
All personal health information is centralised into simple, scannable cards. Prescriptions highlight what’s active, expiring, or due for reorder, making it effortless to manage. Records and symptom tracking are organized into clear sections, focusing only on essential insights to help patients stay informed and confident.
UX Law Applied
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Recognition Over Recall: Clear icons and labels reduce memory burden.
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Miller’s Law: Information chunked into cards for easy scanning.
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Feedback Principle: Prescription cards highlight what’s active, expiring, or ready to reorder.