OVERVIEW
DoctorLink is a healthtech startup that helps patients get faster access to healthcare and eases the burden on frontline NHS services. It helps you check your symptoms and guide you towards the right care, whether that’s directing you to your nearest pharmacy, advising on how to look after yourself at home or booking an appointment with your GP. I joined DoctorLink after it launched its beta to a few pilot GP practices, and it grew to 400 GP practices with a catchment of 3 million patients. During my time there, we created a new design system, redesigned the app, and built new features such as booking appointments, searching for services and requesting repeat prescriptions.
Platform
Responsive Web
Mobile App
My Role
Product Designer
User Research
Ideation
UX Design
UI Design
Prototyping & Usability Testing
Design process
User Research
As the product that we were building has a direct impact on people’s health and wellbeing, it was so important that we designed with care and intention, coming from a comprehensive understanding of what are the needs of our users and what problems we can help them solve.
Our “users” are not just the patients, but also the staff and GPs at the GP clinics. So we had to design a product that balances and caters to both side’s needs and goals.
In order to do so, we put a lot of effort into user research. Some of the things we did:
Interviews with patients and GP staff at GP practices and hospitals
Collect user feedback through the app
Collect GP feedback
User Testing
We built into our process bi-weekly user testing sessions (and also ad hoc guerilla testing when necessary) to validate our designs. Everyone in the product team (including engineers) was welcome to dial in to watch the live recording of the user testing sessions. This was a good way for non-designers to get involved in what we were working on.
The day after the user testing session, we synthesized user insights which would be used to inform the next iteration and/or hand over the validated designs to development.
