Caller ID
Helping clinics personalise reception calls
The Problem
To help create the ideal patient experience clinics would like to personalise calls to their clinics and identify existing patients vs. new patients.
When patients call clinics reception staff want to limit as much as possible the time taken to retrieve a patients details and their appointment history.
Main issues
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Identifying patients instantly and accurately through clinic calls
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Accessing patients appointment details efficiently
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Easily correct any wrong information
My Role
Lead UI designer in this project and worked closely with another UX designer and developers
Project Date
2021
The Process
The primary objective of designing this product was to optimize the utilization of screen space, enabling the user to quickly identify the patient who is calling and perform any relevant actions. In situations where there are multiple patients with similar details, the user should be able to click through and gain a clear understanding of which patient is calling.
I designed the product to look as similar to HotDoc’s existing products using design system components.
We prioritised being able to differentiate between call status, patient details and being easily able to exit off the app into a more detailed view in the HotDoc dashboard.
The main difficulties were the limitations of space each call could occupy. We therefore chose to limit the details in the main view to Name, Date of Birth, potential patient matches and used colour to signify the call status.
We also utilized color-coding to indicate the status of each call but recognized the need for clarity in conveying the meaning behind the different colors. To achieve this, we added hover tooltips that explained the significance of each color status.
Call Status
We then created a Figma prototype to show clinic staff and get their feedback. The feedback being mostly positive along with a few copy changes
Change in direction
Due to time constraints, we had to pivot and integrate the new feature within an existing product, HotDoc Sidebar. This posed a challenge as we had to rapidly adjust our designs to fit within the existing product's framework.
However, thanks to Figma's versatile design tools and our pre-existing responsive design system components, we were able to quickly make the necessary adjustments to widths and table adaptations while still maintaining the overall design integrity.
The Solution
We showed our solution to a portion of our existing customers asking them to rate out of 10 how easy the product was to use. The majority being 6/10 and above. For those marking lower and asking to expand on their feedback, it was mostly around wanting additional product features.
