Mater Private Network: End-to-end patient appointment journey
Client
Working with Theodo, the end client was Mater Private Network, which designed the healthcare mobile app end-to-end, from concept validation to development-ready designs and prototypes. The brief was to take patients from referral to attended appointment in one connected experience.
Brief
I redesigned Mater Private Network's mobile app to take patients from referral to attended appointment in one connected experience. Working from user needs, I improved the existing journeys and designed new ones. As the sole product designer, I worked closely with a Product Manager, Operations and Engineering.
The approach
At its core, 'My Cadbury Era' aimed to embody Cadbury's generosity by inviting the public to become part of its 200-year story. Moving beyond classic advertising, the campaign leveraged Generative AI to allow users to co-create and reimagine the brand's heritage by placing themselves within vintage Cadbury posters.
My role
As Senior UX Designer for this project, I crafted the user flows, developed wireframes and led the testing and iteration phases before handing off for UI. A rewarding aspect of the work was tackling challenges related to inclusivity and accessibility.
Design deep dives | Booking
Booking was a single flow that had to serve three different realities, and patients couldn't tell which one applied to them.
Some services can be booked instantly, while others need clinical triage first.
Referral, insurance and referring-clinician details were needed before any slot could be offered, and had to match the hospital's records (EHR).
Slots came from the EHR in real time across their sites so the calendar had to stay scannable.
Operationally, triage-required requests needed to reach the scheduling team without a manual hand-off.