Description
As of August 2024, I worked as a Product Designer Apprentice on a B2B healthcare management website. The website is used by over 600 staff to manage seniors' health records, financial information, appointment scheduling, and external volunteering records. I compiled 2 of the projects that focused on optimising user flows and reducing errors in key tasks such as creating service plan forms and setting up volunteers' profiles.
Duplicate service forms
As the company expanded it's comprehensive services for seniors, more clients began enrolling in multiple service plans subsequentially. Each plan required its own set of forms, but many of these forms contained overlapping information that was applicable across different plans.
Problem statement
Let's take an example: Meet John, a 62-year-old who was recently in an accident. He's referred to the company's Rehab Day Care service, where staff fill out multiple intake forms to get him started on his care journey.
After five sessions, John's condition improves, and the care team recommends transitioning him to Home Care for continued support. Here's the problem: much of John's personal details and medical history remain the same, the system treats each service plan separately. This means staff have to manually re-enter the same information all over again. This created redundancy for staff and increased the risk of errors during data entry.
Solution
To address this, we proposed a form duplication feature, enabling staff to easily duplicate relevant documents from one service plan to another. With this feature, key information from John's Rehab Day Care plan would auto-populate into his new Home Care plan. Staff can then quickly review and update details as needed.
Adoption metrics
Since going live on 23rd Jan 2025, we've seen a noticeable increase in click-through rates on key actions, a total of 225 forms duplicated by the Day Rehab team and 28 forms duplicated by the Home Care team. These numbers continue to grow.
These results show that the feature is effectively streamlining workflows and meeting the operational needs of frontline staff.
Profile creation (error handling)
This task focused on improving a separate platform within the system, designed for centre staff to manage both individual and organisational volunteer records. Specifically, we worked on enhancing the process of creating volunteer profiles using unique identifiers such as NRIC and email address to ensure record-keeping and prevent duplication. The goal is to make volunteer management more efficient, accurate and user-friendly for staff.
Current challenge
The system does not proactively notify users when there is an existing profile with the same NRIC. Users have to manually click on the 'Check for existing profile' to verify, but this step is often overlooked. Most users only discover the duplication after completing the entire form, when they're unable to proceed further.
For email addresses, the system does not detect duplicates at all. As a result, users fail to create the profile without understanding why, leading to confusion, wasted time and repeated attempts. This creates operational inefficiencies and a frustrating user experience.
Solution
To address this issue, we propose introducing an early validation step at the start of the profile creation process. Users will first be required to enter three key fields: email address, mobile number, NRIC.
Before displaying the full form, the system will validate these inputs after clicking 'Confirm and proceed' and provide:
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Error messages if a duplicate NRIC or email is detected, guiding users to update or direct them to existing profiles to update
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Warning messages for duplicate mobile numbers, allowing users to proceed if appropriate
This ensures that users are immediately informed of potential duplicate before spending time filing out the full form, improving efficiency and clarity.
Project outcome
Although this project was ultimately deprioritised due to shifting business priorities, the design was thoroughly groomed in collaboration with the product manager and engineers.
Regardless, this showcased my ability to solve complex navigation challenges, maintain clear documentation, and collaborate efficiently across teams.
Solution
To address this issue, we propose introducing an early validation step at the start of the profile creation process. Users will first be required to enter three key fields: email address, mobile number, NRIC.
Before displaying the full form, the system will validate these inputs after clicking 'Confirm and proceed' and provide:
-
Error messages if a duplicate NRIC or email is detected, guiding users to update or direct them to existing profiles to update
-
Warning messages for duplicate mobile numbers, allowing users to proceed if appropriate
This ensures that users are immediately informed of potential duplicate before spending time filing out the full form, improving efficiency and clarity.
Project outcome
Although this project was ultimately deprioritised due to shifting business priorities, the design was thoroughly groomed in collaboration with the product manager and engineers.
Regardless, this showcased my ability to solve complex navigation challenges, maintain clear documentation, and collaborate efficiently across teams.