HEALTHCARE UX · NAPIER HEALTHCARE
Designing and closely delivering a complete virtual-care workflow in three weeks during COVID-19: patient appointment booking, clinic request handling, doctor video consultation, digital prescriptions, medicine ordering, delivery, and continuous vitals monitoring.
COVID-19 restricted physical hospital visits, but patients still needed consultation, prescriptions, medicine access, and continuous care. Hospitals needed a remote workflow that could support patients, clinics, and doctors without breaking existing care operations.
In three weeks, we completed the design, development, and delivery of the full virtual consultation and RPM workflow. The solution helped hospitals continue care remotely and opened a digital service path for consultation, prescriptions, medicine orders, and monitoring.
Connecting the Patient App, Clinic Web App, Doctor App, digital prescriptions, medicine delivery, and RPM alerts into one coordinated care workflow.
The experience had to work as one connected service, not as isolated screens. A patient request had to move smoothly from app to clinic to doctor, then return as prescription, order, delivery, and monitoring actions.
Patient books a virtual consultation from the mobile app.
The request appears in the clinic web app for review, assignment, and coordination.
The doctor receives the case in the mobile app and conducts video consultation inside the app.
The doctor creates a digital prescription. The patient can order medicines from the hospital for delivery.
I took care of the overall design direction and closely supported delivery across the workflow. My work involved translating clinic requirements into clear journeys, screens, states, and development-ready actions while continuously aligning with stakeholders, product, and engineering.
The timeline was short, so the process focused on fast requirement detailing, workflow clarity, sprint-level decisions, and close design-development communication.
Detailed clinic requirements, mapped patient-to-clinic-to-doctor workflows, and clarified the key service handoffs.
Created core flows and screens for booking, request handling, video consultation, prescriptions, orders, and RPM alerts.
Worked closely with engineering and stakeholders to resolve workflow details and deliver the complete experience.
The case study combines two urgent healthcare needs: virtual consultation for care access and RPM for continuous monitoring.
Patients could request appointments, join video consultation, receive prescriptions, and place medicine orders.
Clinics could receive consultation requests, coordinate appointments, and manage care operations from the web app.
Doctors could review the request, conduct video consultation, create digital prescriptions, and share them with patients.
The system continuously captured patient vitals and notified clinics and doctors when abnormalities were detected.
The biggest risk was not visual design, but fragmented service handoffs. I focused first on how appointment requests, clinic action, doctor consultation, prescription, order, delivery, and monitoring connected.
Patients were already under stress during COVID-19. The app needed direct flows, clear status, and obvious next steps from booking to consultation to medicine ordering.
For RPM, abnormal vitals needed to reach the clinic and doctor quickly. Alerting became a critical part of the workflow, not a secondary notification feature.
The project helped me see design as part of business performance. From this project onward, I started considering revenue impact along with user experience in the design decisions I make.
We completed the design, development, and delivery of the whole workflow in three weeks. The solution gave hospitals a practical way to continue consultations, prescriptions, medicine fulfilment, and remote monitoring during a period when physical access to care was heavily restricted.
The project strengthened my communication and teamwork skills. I was continuously involved in matching stakeholder and clinic requirements with design decisions, development feasibility, and delivery priorities.
It also changed how I think about design impact. I learned to convert stakeholder requirements into actions that support both user experience and revenue opportunities for the hospital.
Strong communication keeps short timelines realistic.
Short sprints work when requirements are detailed and decisions are visible.
Healthcare design must consider the complete service workflow, not only the patient-facing app.
Good product design should improve user experience and support business value at the same time.
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