Patient
- Before
- Books visit, no prep
- During appointment
- Answers cold, on the spot — rushed, unsure, exposed on intimate items
- After
- Leaves; some answers were guesses
Design decisions
Decision 1: Hypothesis
We were looking at the problem from the HCP's point of view.
The risk assessment was treated as HCP data-entry, so every fix focused on the appointment. This was until we spoke to the patients.
Reframe to the patient's.
Hypothesis: let them answer before & outside → more confident, shorter consultations. We also established conditions that would prove we were wrong.
Decision 2: Approach
Killed
Option A: Pre-fill & verify
Riskiest assumption
The info the RA needs actually lives in a record you can pull
Bets the cause is:
Missing information: patients can't recall what isn't in front of them
Patient experiences:
Form pre-filled from their record; they confirm, correct, or flag
Rests on:
Most RA answers already exist in records; verifying beats recalling
Cheapest test:
Desk audit: what % of RA questions are answerable from records? No build.
Build: heaviest
Selected
Option B: Private async form
Riskiest assumption
Patients actually complete it ahead of the appointment
Bets the cause is:
Pressure and setting: rushed, watched, in the room
Patient experiences:
Blank form on their own device, at home, untimed, private
Rests on:
Patients have the answers; only time and privacy are missing
Cheapest test:
Wizard-of-Oz: send RA to a few patients ahead via existing channel; watch completion + quality
Build: lightest
Parked
Option C: Guided prep
Riskiest assumption
Comprehension is the bottleneck: and a guide can explain safely
Bets the cause is:
Comprehension and confidence: unclear what's asked or what's "right"
Patient experiences:
Guided flow explains each question; "not sure" is a valid answer
Rests on:
Questions are opaque or intimidating, not unknown or rushed
Cheapest test:
Human walks a few patients through verbally; does confidence jump?
Build: heaviest
Decision 3: Process
Version 1
Lets users answer Yes / No / Unsure in a single click per vaccine without changing the page state.
Shows every vaccine and its current answer state at a glance.
Decision 4: Service redesign
Blueprint both states across every lane — what moves, what stays. Patient answering shifts before the visit; HCP shifts from entry to review; clinician keeps authority over the record
Decision 5: Interface and edge cases
Where the logical states become real screens: the patient's private entry, the "not sure" option on each question, and the ability to add more comments. Below you can find the annotated screens with decisions behind them. Click the right arrow to view more screens.
