Problem Statement
Patients who underwent diagnostics at Beaconhealth Diagnostics often needed to return to the facility to collect their test results, which was inconvenient due to scheduling conflicts. Although we had tried sending results through instant messaging platforms like WhatsApp, this solution proved unsustainable as patients could lose the message history and, consequently, their results.
The goal was to create an online portal where patients could log in, access, and download their diagnostic results at any time (within a valid timeframe), offering them convenience and ease of access.
Objectives & Goals
In addition to improving access to diagnostic results, our goals were:
• Service Delivery: To reduce the hassle of result retrieval and enhance patient experience.
• Confidentiality: To ensure the accuracy and privacy of sensitive medical information.
• Efficiency: To streamline the process and reduce in-person visits for result collection.
Process
- Research & Insights: Feedback gathered from patients and escalated issues at the facility gave us a deep understanding of the problem.
- Wireframing: Given my familiarity with the existing design system that I had built for the organization, I jumped straight into creating wireframes.
- Testing & Prototyping: The design process was smooth, but a key challenge was ensuring the security and confidentiality of patient information. After brainstorming and conducting research, we decided that patients would log in using their patient ID (printed on their payment receipt) and the last four digits of their phone number as a passcode.
Design Decisions
Since the organization already had a design system in place (one I had built), I was able to quickly design high-fidelity screens by leveraging the existing components. The designs ensured consistency across all touchpoints and were easily handed over to the developers for implementation.
Outcome
Although I don’t have quantitative data yet to measure the portal’s success, its seamless integration with the existing in-house diagnostic management software has notably improved the quality of service delivery. The feedback from internal teams has been overwhelmingly positive, particularly in how the portal enhances patient satisfaction.
Future Iterations
Based on ongoing feedback and future needs, we plan to:
- Integrate Appointment Booking: Patients will be able to schedule appointments directly within SentinelX, tying the booking process to their profile.
- Enhance Security: Allowing patients to change their passcodes and enabling two-factor authentication (2FA) for those who wish to improve their account security.
