Refining the digital patient experience.

The project began with 2 simple, but critical questions: How do patients actually experience their care journey? How should the product reflect that? Internally, the system was structured around services: bookings, insurance, consultations, documents. But from a patient perspective, the experience is often unclear, repetitive, and stress-inducing.

We explored three different ways of structuring the app: 1. Feature-based navigation Organising the app around functions (bookings, documents, payments) 2. Dashboard model A central overview screen with key actions and summaries 3. Timeline-based system Structuring the experience chronologically Patients don't think in features — they think in what's happening to them. When you're dealing with an injury or treatment, you're not looking for "documents" or "appointments". You're trying to understand: - what has happened - what is happening - what happens next

Solution The final product is built around a continuous timeline-based system: - appointments, documents, and actions live in a single continouos thread - colour coding supports quick scanning - key actions are embedded within the flow