Description
As of August 2024, I worked as a Product Designer Apprentice on a B2B healthcare management website. This website is used by over 600 staff to manage seniors' health records, financial information, appointment scheduling, and external volunteering records. The two projects below showcased my contributions as the primary designer, ensuring alignment with product managers, engineers and key stakeholders.
QR code for volunteering attendances
Objectives
This feature aims to streamline attendance management and ensure accurate tracking of volunteer participation hours, improving overall efficiency of volunteer management process.
1
Current problem
Business users are currently tracking volunteer attendance manually, leading to inaccuracies in participation records. They require a more efficient solution for volunteers to self check-in and check-out, with built-in identity verification to ensure accuracy.
2
Requirements
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Scanning centre-specific QR code should direct volunteers to the check-in or check-out landing page for the activities they have registered for on that day
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Validate their identity before checking-in and out
3
Metrics
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Adoption and usage of solution by individual and organisation volunteers
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Increased operational efficiency by business users (Estimated man hour savings annually: 2,028)
4
Prototype
This flow shows an individual volunteer verifying their identity and checking in to their registered activity on 17th March 2025.
Users can check-out once the activity has ended.
This flow shows an organisation volunteer selecting their organisation name and checking in to one of three registered activities on 17th March 2025.
Users can check-out once each activity has ended.
Automated appointment cancellation by clients
Objectives
This feature aims to automate appointment cancellations in B3 when client responds 'No' via SMS or Whatsapp. This is to allow prompt notifications to all relevant stakeholders and enable timely rescheduling to optimise appointment slots.
1
Current problem
Currently, cancellations require manual interventions, with an average of 90 cancellations per month. Each cancellation can take up to 20 minutes due to necessary follow-ups with clients for rescheduling or collecting medical documents.
2
Requirements
If the cancellation is made:
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More than 3 working days before the appointment, system automatically changes status to 'Cancelled' and alert the frontliners
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Less than 3 working days before the appointment, system automatically changes status to 'Cancelled with charge' and alert the frontliners. On the clients' landing page, they will be prompted to select a reason of cancellation and provide medical documents to their care coordinators, to avoid charges.
3
Metrics
Projected to save approximately 40 man-days per year through reduced manual processes.
4
Prototype
Richard Lo is cancelling the appointment more than 3 working days before his appointment. After confirming cancellation, system automatically notifies staff of the updated 'Cancelled' status.
Richard Lo is cancelling the appointment less than 3 working days before his appointment. After confirming cancellation, system automatically notifies staff of the updated 'Cancelled with charge' status.
Richard is notified to contact his care coordinator and provide a medical report for staff to update the status to 'Cancelled'.