Helder Leal.

Designer

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Helder Leal.

Designer

Home

Portfolio

About

Say Hello

Helder Leal.

Designer

Home

Portfolio

About

Say Hello

Helder Leal.

Designer

eConsult® - Smart Inbox

End-to-End Design (2022)

Project Duration

12 Months


Services Provided

Research, UX/UI Design, Prototyping, User Testing




Introduction


eConsult is a digital triage and online consultation platform that allows NHS GP practices to better understand the needs of their patients. By collecting rich, safe and structured patient information, patients can be better supported to get the right care at the right time and in the right place.


As a Senior Product Designer at eConsult, my mission was to revolutionise how healthcare professionals communicate with patients. Faced with the challenge of transforming a traditional PDF-based consultation system into an interactive, efficient digital solution, I was part of the whole process from research, design and development of the Smart Inbox.



All the provided data in this eConsult is fictitious and is intended solely for design and testing purposes.





The Challenge


We aim to create a product that streamlines all the daily routines and steps involved in healthcare provision.


Healthcare providers were facing challenges in efficiently managing patient consultations. It was evident that there was a need for a more dynamic, customisable, and user-friendly platform. To tackle this challenge, we took the initial step of immersing ourselves in the world of healthcare providers. We conducted interviews and shadowed healthcare providers to gain invaluable insights into their daily struggles with communication overload. Our empathetic approach grounded our design process, ensuring that the solutions we crafted were not just theoretical but deeply rooted in the real needs of our users.



Initial Brainstorming and Ideation


We started by engaging with our users and comprehending their requirements and difficulties through research. This led us to the stage of ideation. During this phase, we came up with numerous ideas by examining our users' issues from the perspectives of both patients and clinicians. We brainstormed solutions by noting down and sketching any idea that could resolve our users' problems.



Discovering and Prioritising Design Opportunities


Our team embarked on a discovery phase to identify and prioritise enhancements for the eConsult application's two-way messaging feature. This was carried out through a two branches approach: a need-confidence matrix to guide our research focus and a mind map to explore feature-specific ideas.




Feature Mapping



This matrix helped us to strategically identify areas that required immediate design attention versus those that could be explored later. The vertical axis represents the 'Need' for design input, ranging from low to high, while the horizontal axis represents our 'Confidence' in our current understanding of the user's needs and the best design solutions, again ranging from low to high.





After conducting our initial exercise, it became apparent that the implementation of a two-way messaging system was necessary. While the GP would receive summarised information upon the patient filling out the eConsult, there were occasions where the GP required further details from the patient.





Unfortunately, there was no easy way to communicate with the patient other than sending an email or calling them, which was time-consuming. To address this issue, we aim to introduce a new feature called "Two-Way Messaging" that would automate the process and make it more efficient.

The mind map provided a structured way to brainstorm and categorise potential features and improvements for the two-way messaging system.


  • Inbox Features: Identified the need for a global inbox for all patient responses, patient triage capabilities, and notifications for new responses that are aligned to the clinician on duty.

  • Message Interaction: Explored options like linking messages to previous correspondences for context, managing photo attachments, and ensuring information isn't lost when minimising the view.


  • Toolbar: Discussed the importance of saving photos and responses to patient records and how the toolbar could be configured to assist clinicians more effectively.


  • Patient Response: Delved into the patient's end of the messaging, considering details like clear identification of the clinician's requests and the option to mark messages as 'actioned'.




Project Duration

12 Months


Services Provided

Research, UX/UI Design, Prototyping, User Testing




Introduction


eConsult is a digital triage and online consultation platform that allows NHS GP practices to better understand the needs of their patients. By collecting rich, safe and structured patient information, patients can be better supported to get the right care at the right time and in the right place.


As a Senior Product Designer at eConsult, my mission was to revolutionise how healthcare professionals communicate with patients. Faced with the challenge of transforming a traditional PDF-based consultation system into an interactive, efficient digital solution, I was part of the whole process from research, design and development of the Smart Inbox.



All the provided data in this eConsult is fictitious and is intended solely for design and testing purposes.





The Challenge


We aim to create a product that streamlines all the daily routines and steps involved in healthcare provision.


Healthcare providers were facing challenges in efficiently managing patient consultations. It was evident that there was a need for a more dynamic, customisable, and user-friendly platform. To tackle this challenge, we took the initial step of immersing ourselves in the world of healthcare providers. We conducted interviews and shadowed healthcare providers to gain invaluable insights into their daily struggles with communication overload. Our empathetic approach grounded our design process, ensuring that the solutions we crafted were not just theoretical but deeply rooted in the real needs of our users.



Initial Brainstorming and Ideation


We started by engaging with our users and comprehending their requirements and difficulties through research. This led us to the stage of ideation. During this phase, we came up with numerous ideas by examining our users' issues from the perspectives of both patients and clinicians. We brainstormed solutions by noting down and sketching any idea that could resolve our users' problems.



Discovering and Prioritising Design Opportunities


Our team embarked on a discovery phase to identify and prioritise enhancements for the eConsult application's two-way messaging feature. This was carried out through a two branches approach: a need-confidence matrix to guide our research focus and a mind map to explore feature-specific ideas.




Feature Mapping



This matrix helped us to strategically identify areas that required immediate design attention versus those that could be explored later. The vertical axis represents the 'Need' for design input, ranging from low to high, while the horizontal axis represents our 'Confidence' in our current understanding of the user's needs and the best design solutions, again ranging from low to high.





After conducting our initial exercise, it became apparent that the implementation of a two-way messaging system was necessary. While the GP would receive summarised information upon the patient filling out the eConsult, there were occasions where the GP required further details from the patient.





Unfortunately, there was no easy way to communicate with the patient other than sending an email or calling them, which was time-consuming. To address this issue, we aim to introduce a new feature called "Two-Way Messaging" that would automate the process and make it more efficient.

The mind map provided a structured way to brainstorm and categorise potential features and improvements for the two-way messaging system.


  • Inbox Features: Identified the need for a global inbox for all patient responses, patient triage capabilities, and notifications for new responses that are aligned to the clinician on duty.

  • Message Interaction: Explored options like linking messages to previous correspondences for context, managing photo attachments, and ensuring information isn't lost when minimising the view.


  • Toolbar: Discussed the importance of saving photos and responses to patient records and how the toolbar could be configured to assist clinicians more effectively.


  • Patient Response: Delved into the patient's end of the messaging, considering details like clear identification of the clinician's requests and the option to mark messages as 'actioned'.




Project Duration

12 Months


Services Provided

Research, UX/UI Design, Prototyping, User Testing




Introduction


eConsult is a digital triage and online consultation platform that allows NHS GP practices to better understand the needs of their patients. By collecting rich, safe and structured patient information, patients can be better supported to get the right care at the right time and in the right place.


As a Senior Product Designer at eConsult, my mission was to revolutionise how healthcare professionals communicate with patients. Faced with the challenge of transforming a traditional PDF-based consultation system into an interactive, efficient digital solution, I was part of the whole process from research, design and development of the Smart Inbox.



All the provided data in this eConsult is fictitious and is intended solely for design and testing purposes.





The Challenge


We aim to create a product that streamlines all the daily routines and steps involved in healthcare provision.


Healthcare providers were facing challenges in efficiently managing patient consultations. It was evident that there was a need for a more dynamic, customisable, and user-friendly platform. To tackle this challenge, we took the initial step of immersing ourselves in the world of healthcare providers. We conducted interviews and shadowed healthcare providers to gain invaluable insights into their daily struggles with communication overload. Our empathetic approach grounded our design process, ensuring that the solutions we crafted were not just theoretical but deeply rooted in the real needs of our users.



Initial Brainstorming and Ideation


We started by engaging with our users and comprehending their requirements and difficulties through research. This led us to the stage of ideation. During this phase, we came up with numerous ideas by examining our users' issues from the perspectives of both patients and clinicians. We brainstormed solutions by noting down and sketching any idea that could resolve our users' problems.



Discovering and Prioritising Design Opportunities


Our team embarked on a discovery phase to identify and prioritise enhancements for the eConsult application's two-way messaging feature. This was carried out through a two branches approach: a need-confidence matrix to guide our research focus and a mind map to explore feature-specific ideas.




Feature Mapping



This matrix helped us to strategically identify areas that required immediate design attention versus those that could be explored later. The vertical axis represents the 'Need' for design input, ranging from low to high, while the horizontal axis represents our 'Confidence' in our current understanding of the user's needs and the best design solutions, again ranging from low to high.





After conducting our initial exercise, it became apparent that the implementation of a two-way messaging system was necessary. While the GP would receive summarised information upon the patient filling out the eConsult, there were occasions where the GP required further details from the patient.





Unfortunately, there was no easy way to communicate with the patient other than sending an email or calling them, which was time-consuming. To address this issue, we aim to introduce a new feature called "Two-Way Messaging" that would automate the process and make it more efficient.

The mind map provided a structured way to brainstorm and categorise potential features and improvements for the two-way messaging system.


  • Inbox Features: Identified the need for a global inbox for all patient responses, patient triage capabilities, and notifications for new responses that are aligned to the clinician on duty.

  • Message Interaction: Explored options like linking messages to previous correspondences for context, managing photo attachments, and ensuring information isn't lost when minimising the view.


  • Toolbar: Discussed the importance of saving photos and responses to patient records and how the toolbar could be configured to assist clinicians more effectively.


  • Patient Response: Delved into the patient's end of the messaging, considering details like clear identification of the clinician's requests and the option to mark messages as 'actioned'.





User Testing (Patient)



Objective:

We aimed to assess and improve two different prototype pathways for our eConsult app. These prototypes were created to simplify interactions between patients and providers while using the app. They focused on confirming user identity, exchanging medical data, and providing instructional content. We undertook this project to address the issue of patients submitting low-quality images, which made it difficult for GPs to properly analyse and diagnose medical conditions.



Prototype Route A

Received positive feedback for its clear instructions and confirmation feedback, introducing a sense of security and trust in the data exchange process. Nonetheless, it fell short in guiding patients on how to submit high-quality photos, as highlighted by several participants.




We made sure to ask the right questions and gather accurate information from our patients, including high-quality photos whenever required. Our aim was to make the process as smooth as possible, so that our GPs wouldn't have to request any additional information once the eConsult was submitted.



Prototype Route B

Introduced an improved photo submission process, featuring detailed instructions that enhanced user compliance with medical photo requirements. However, this route encountered user flow challenges, particularly during the identity confirmation step.





The submission of poor quality images by patients was causing inefficiencies and diagnostic challenges for GPs, which could potentially slow down the patient treatment process.





Enhancements

Responding to user feedback, we implemented several enhancements:

  • Refined instructional content for greater clarity and conciseness, specifically aimed at improving photo submission quality.

  • Enhanced user interface elements to facilitate a more intuitive identity confirmation process.


  • Improved communication to provide users with confirmation after data submission, emphasising success and next steps.





User Testing (GP)



During the discovery phase from the General Practitioner (GP) side, our focus was to distill key functionalities and enhancements for the eConsult platform's messaging interface. The objective was to foster efficient and error-free communication between GPs and patients.

A collaborative Miro board served as the digital canvas for our discovery phase. We identified, categorised, and prioritised potential features and improvements crucial to the GP experience based on the feedback from interviews from internal and external Gps. This visual brainstorming facilitated a dynamic and comprehensive exploration of ideas.




Key Insights:

  • Inbox Customisation: We pinpointed the need for a global inbox capable of consolidating all patient responses, equipped with sorting capabilities and patient triage functions to streamline the GP's workflow.


  • Notification System: The importance of a reliable notification system was emphasised, including alerts for new responses and failsafe prompts for unsent messages.


  • Message Management: We considered the necessity of linking incoming messages to previously sent ones for context, and explored the potential to mark messages as 'actioned' similarly to how photos are saved to patient records.



Design evolution



I focused on creating a user-friendly messaging interface for heath care works within the eConsult platform. The primary goal was to enable efficient and effective communication between patients and healthcare providers, which is crucial for providing high-quality patient care. Initially, the product was integrated as a toolbar for windows on top of EMIS (Medical Information system) software to help healthcare staff easily read, assign, and respond to e-consultations.




The product design cycle operated at a rapid pace each week. We gathered feedback from our user testing sessions and utilised it to enhance the prototypes and present an improved version to users in the end of the week.




This efficient design process allowed us to iterate quickly and make confident decisions. Initially, we envisioned a basic communication tool, but it has evolved into an intelligent inbox, which we refer to as the "smart inbox."



Based on the feedback from users I present a messaging interface where a GP, requests patient-provided photographs for a more informed medical assessment. This user interface draws on familiar messaging elements to ensure ease of use and quick adaptation for GPs.

  • Patient Identification: At the top, the patient's name and eConsult number are prominently displayed for quick reference.

  • Communication Logs: Access to eConsult summaries, direct messages, activity logs, and comments is provided through dedicated tabs, enabling GPs to gain a holistic view of patient interactions.


  • Messaging Thread: The exchange between GP and patient is presented in an intuitive format, complete with time stamps and delivery method indicators.


  • Image Attachments: Critical for diagnostic purposes, the patient's attached images are conveniently viewable directly within the messaging thread.


  • Response Input Area: An uncomplicated input field is included for GPs to draft replies, with an 'Allow patient to reply once' option to maintain focused and manageable communication.



eConsult Rebranding



As our team worked on developing the Smart Inbox the company initiated a rebranding effort using an external agency. This started a transformation aimed to align the platform’s visual identity with its evolved mission and values, ensuring a cohesive and updated brand experience for our users.


New colours


Iconography



Overcoming Obstacles


One of the major obstacles we faced was ensuring smooth integration of our healthcare system with the existing ones. To address this issue, we developed flexible interfaces and that not only made integration with electronic health record (EHR) systems and other tools possible but also seamless. It was a mandatory requirement to ensure that the correct patient was matched with the EHR, and providing the right set of tools for seamless integration proved to be a significant challenge.




The majority of eConsultations are matched using the NHS number. However, there are certain cases where patients cannot be automatically matched, and the process needs to be manual. In such cases, combining the updated data provided the patient could be matched manually by the admin team using the interface provided.





In certain scenarios, the process of retaining photographic information within an eConsult necessitates a thorough examination by a clinician. The purpose of this assessment is to ensure that sensitive data is not automatically saved within the system.













Design System for eConsult


Parallel to the main project, I took on a critical side role — spearheading the creation and management of a new design system. This system was not just a repository of design components but a living framework that facilitated design consistency across the rebranded eConsult platform.






Collaborating closely with the development team, I ensured that our design language was not only aesthetically pleasing but also technically feasible and scalable.


Leveraging the capabilities of Figma, we crafted a comprehensive library of design tokens, UI components, and interaction patterns. This tool allowed for real-time collaboration, easy sharing of the design system, and efficient hand-off to the development team. Additionally, we integrated Storybook to document and showcase our UI components in isolation, providing developers with a clear, interactive reference point for building the front end.






This design system project was instrumental in bridging the gap between design and development. It ensured that as we rolled out the new branding, there was a single source of truth for both visual and functional elements, leading to a more streamlined implementation and cohesive user experience across the eConsult platform.



Commitment to Accessibility


In the healthcare sector, where our digital solutions can profoundly impact well-being, ensuring accessibility is not just a feature — it's a fundamental requirement.


From Color Contrast Analysis to Keyboard Navigation and Screen Reader Testing we made sure throughout the development of the eConsult platform's design system, our dedication to inclusivity was paramount. We recognised early on that our platform needed to be usable by everyone, regardless of ability or context.






With just a few clicks, updating colours in Figma would propagate changes across the entire system, streamlining the process and eliminating the need for manual updates, thanks to our integrations with GitHub and Storybook.








High-Fidelity User Interface Design


The launch of the Smart Inbox was a defining moment for eConsult and for me as a designer. The feedback from healthcare providers was overwhelmingly positive, with many highlighting the drastic improvement in their communication management efficiency. But beyond the metrics, the true success of the Smart Inbox lay in its reception by the very people it was designed for—healthcare providers who now had more time to dedicate to their patients, thanks to a tool that understood their needs and worked just as hard as they did.





Impact


Reflecting on the design journey of the Smart Inbox, it becomes evident that this was more than just a project. It was a mission to create a meaningful difference in the world of healthcare. Every step, from initial research to final user testing, was guided by a commitment to empathy, innovation, and user-centred design design.

The impact of the design system on the eConsult platform was profound. It streamlined the design and development processes, significantly reducing the time from concept to deployment. It improved the user experience by ensuring consistency and familiarity across all points of interaction, which is particularly crucial in healthcare settings where stress levels can be high. Additionally, it allowed for rapid iteration based on user feedback, leading to continuous improvement of the platform's usability and functionality.

This narrative, created through countless hours of collaboration, creativity, and care, is not just the story of a product. It's a testament to the power of design to transform healthcare communication, one eConsult at a time.