Role and Impact
– Worked on v1 of Doctor Care Anywhere's new service.
– Led the design of countless features including appointment booking, ePrescription fulfilment, a secure GP messaging service, and loads more.
– Grew a small but highly effective design and research team.
– Implemented the company's first design system.
– Led the creation and implementation of the company's first Tone of Voice guidelines.
– Led cross-functional workshops and sessions across teams in the UK and Serbia, company-wide show-and-tell sessions and a monthly 'release notes' initiative.
🗓️ Appointment booking
I led the design overhaul of the appointment booking process, resulting in a 15% increase in appointments booked within 20 days of launching. The redesign needed to incorporate new services (like in-person appointments, and appointments without any GP at all) and help guide patients to the most appropriate outcome.
💊 Prescription fulfilment
An overhaul of the prescription fulfilment process saved our Patient Experience days of time every month. As little as 20% of users opted to collect prescriptions themselves using our ePrescription service, meaning our operatives had to phone pharmacies and fax across documents (yep, fax). Redesigning the flow helped us to increase that number to 40% within a month of launching, and 65% a year later.
🧰 Component library
‘Stethoscope’ was Doctor Care Anywhere’s first stab at a design system. V1 was a component library, synced with Zeplin, with the groundwork in place to integrate with Storybook. The working design file could be published as a web link for anyone in the business to look at.
💬 Tone of voice guidelines
Initiated and led the development of a
tone of voice guidelines, collaborating with several other business units.
🛒 And lots of other things
Like a custom messaging app for GPs to share messages in a secure and audited manner, an MFA implementation, an overhaul of our video consultation technology and UI, and a really cool way for patients to share their heart rate during a consultation (which nobody used - win some, lose some).
