Redesigning Public Healthcare for Equity & Autonomy
Redesigning Public Healthcare for Equity & Autonomy
Redesigning Public Healthcare for Equity & Autonomy
Role
Role
Role
Product Designer
Product Designer
Timeline
Timeline
Timeline
4 weeks
4 weeks
Type
Type
Type
Personal Project
Personal Project
Tools
Tools
Tools
Figma
Notion
Figma·FigJam·Tally
Figma·FigJam·Tally
Business and user context
Business and user context
Business and user context
Usability failures in public healthcare push digital demand back to registration desks, increasing operational overhead and staff reliance. These breakdowns are consistently reflected in patient reviews, particularly around registration access and basic self-service tasks.
Usability failures in public healthcare push digital demand back to registration desks, increasing operational overhead and staff reliance. These breakdowns are consistently reflected in patient reviews, particularly around registration access and basic self-service tasks.
Usability failures in public healthcare push digital demand back to registration desks, increasing operational overhead and staff reliance. These breakdowns are consistently reflected in patient reviews, particularly around registration access and basic self-service tasks.
Recurring themes from 2019–2024 reviews on Google Play and the App Store.
Recurring themes from 2019–2024 reviews on Google Play and the App Store.
Recurring themes from 2019–2024 reviews on Google Play and the App Store.
Scope of redesign
Scope of redesign
Scope of redesign
Focused on patient-facing flows that directly impact access, task completion, and staff dependency.
Focused on patient-facing flows that directly impact access, task completion, and staff dependency.
Focused on patient-facing flows that directly impact access, task completion, and staff dependency.
Onboarding and identity verification
Appointment management and rescheduling
Visit flow and live queue visibility
Payments and medication fulfilment
Onboarding and identity verification
Appointment management and rescheduling
Visit flow and live queue visibility
Payments and medication fulfilment
Onboarding and identity verification
Appointment management and rescheduling
Visit flow and live queue visibility
Payments and medication fulfilment
These recurring issues informed a heuristic and WCAG audit to identify systemic breakdowns.
These recurring issues informed a heuristic and WCAG audit to identify systemic breakdowns.
These recurring issues informed a heuristic and WCAG audit to identify systemic breakdowns.
Existing Chula Care Screens
Existing Chula Care Screens
What the Audit Revealed
What the Audit Revealed
What the Audit Revealed
A heuristic and WCAG audit surfaced four system-level failures impacting access, autonomy, and task completion.
A heuristic and WCAG audit surfaced four system-level failures impacting access, autonomy, and task completion.
A heuristic and WCAG audit surfaced four system-level failures impacting access, autonomy, and task completion.
Identity access failures
Registration assumes Thai National ID, blocking patients with valid hospital numbers.
Identity access failures
Registration assumes Thai National ID, blocking patients with valid hospital numbers.
Identity access failures
Registration assumes Thai National ID, blocking patients with valid hospital numbers.
Cognitive overload
Dense home screens force scanning and decision making during high stress visits.
Cognitive overload
Dense home screens force scanning and decision making during high stress visits.
Cognitive overload
Dense home screens force scanning and decision making during high stress visits.
Accessibility gaps
Keyboard navigation, touch targets, and focus states fail WCAG requirements in critical flows.
Accessibility gaps
Keyboard navigation, touch targets, and focus states fail WCAG requirements in critical flows.
Accessibility gaps
Keyboard navigation, touch targets, and focus states fail WCAG requirements in critical flows.
Language inconsistency
Mixed language usage and unclear labels reduce trust and comprehension.
Language inconsistency
Mixed language usage and unclear labels reduce trust and comprehension.
Language inconsistency
Mixed language usage and unclear labels reduce trust and comprehension.
Audit inputs included WCAG 2.2 heuristics, longitudinal app store feedback, and benchmarking against public and private healthcare systems.
Audit inputs included WCAG 2.2 heuristics, longitudinal app store feedback, and benchmarking against public and private healthcare systems.
Audit inputs included WCAG 2.2 heuristics, longitudinal app store feedback, and benchmarking against public and private healthcare systems.
Users Considered
Users Considered
Users Considered
The audit considered key patient groups whose needs are constrained by the current system.
The audit considered key patient groups whose needs are constrained by the current system.
The audit considered key patient groups whose needs are constrained by the current system.
Onboarding identity barriers
Access barriers at onboarding
Onboarding identity barriers
Identity and language assumptions block access for patients with valid hospital records.
Identity and language assumptions block access for patients with valid hospital records.
Identity and language assumptions block access for patients with valid hospital records.
Limited patient autonomy
Limited patient autonomy
Patients cannot reschedule appointments or complete payments independently, increasing reliance on staff.
Patients cannot reschedule appointments or complete payments independently, increasing reliance on staff.
Patients cannot reschedule appointments or complete payments independently, increasing reliance on staff.
Poor journey visibility
Poor journey visibility
Visit status, payments, and records are difficult to track, increasing uncertainty and stress.
Visit status, payments, and records are difficult to track, increasing uncertainty and stress.
Visit status, payments, and records are difficult to track, increasing uncertainty and stress.
From audit findings to design direction
From audit findings to design direction
From audit findings to design direction
The audit surfaced systemic access and usability issues. These findings informed three design pillars focused on equitable access and operational efficiency.
The audit surfaced systemic access and usability issues. These findings informed three design pillars focused on equitable access and operational efficiency.
The audit surfaced systemic access and usability issues. These findings informed three design pillars focused on equitable access and operational efficiency.
Systemic inclusivity
Separate verification paths for Passport and Pink Card users to remove identity based access barriers.
Cognitive load reduction
Surface time sensitive information, such as live queues, early in the experience for high stress environments.
Functional autonomy
Turn passive status tracking into actionable tools for rescheduling and payments.
Systemic inclusivity
Separate verification paths for Passport and Pink Card users to remove identity based access barriers.
Cognitive load reduction
Surface time sensitive information, such as live queues, early in the experience for high stress environments.
Functional autonomy
Turn passive status tracking into actionable tools for rescheduling and payments.
Systemic inclusivity
Separate verification paths for Passport and Pink Card users to remove identity based access barriers.
Cognitive load reduction
Surface time sensitive information, such as live queues, early in the experience for high stress environments.
Functional autonomy
Turn passive status tracking into actionable tools for rescheduling and payments.
The redesign introduces dedicated identity paths and language toggles at entry, enabling access for foreign residents with valid hospital records.
The redesign introduces dedicated identity paths and language toggles at entry, enabling access for foreign residents with valid hospital records.
The redesign introduces dedicated identity paths and language toggles at entry, enabling access for foreign residents with valid hospital records.
Inclusive onboarding through multi path identity
Inclusive onboarding through multi path identity
Inclusive onboarding through multi path identity
Onboarding replaces a single ID gate with multiple identity paths, enabling access across patient demographics.
Onboarding replaces a single ID gate with multiple identity paths, enabling access across patient demographics.
Onboarding replaces a single ID gate with multiple identity paths, enabling access across patient demographics.
2. Today-first home screen prioritization
2. Today-first home screen prioritization
2. Today-first home screen prioritization
The home screen prioritizes live queues and upcoming appointments to reduce decision making during time critical visits.
The home screen prioritizes live queues and upcoming appointments to reduce decision making during time critical visits.
The home screen prioritizes live queues and upcoming appointments to reduce decision making during time critical visits.
Self-Service Appointment Management
Self-Service Appointment Management
Patients can view, reschedule, or cancel appointments directly without staff intervention.
Patients can view, reschedule, or cancel appointments directly without staff intervention.
Self-service payments and visit management
Self-service payments and visit management
Self-service billing and visit actions reduce dependency on physical registration desks during hospital visits.
Self-service billing and visit actions reduce dependency on physical registration desks during hospital visits.
Self-service billing and visit actions reduce dependency on physical registration desks during hospital visits.
WCAG 2.2 accessibility validation
WCAG 2.2 accessibility validation
WCAG 2.2 accessibility validation
I built a functional prototype of the appointment booking form to validate accessibility beyond visual mocks, using a live browser environment.
I built a functional prototype of the appointment booking form to validate accessibility beyond visual mocks, using a live browser environment.
I built a functional prototype of the appointment booking form to validate accessibility beyond visual mocks, using a live browser environment.
Audit Focus
Audit Focus
Audit Focus
The WCAG 2.2 review targeted scenarios where failure prevents task completion:
Keyboard only navigation through the booking flow
Touch target sizing on mobile
Screen reader announcement of form fields and errors
The original home screen presented all services with equal visual weight, forcing patients to search for time-critical actions.
The redesigned home screen prioritizes what matters today. Appointments, required actions, and empty states are surfaced first, while secondary services are grouped below, reducing cognitive load and decision effort.
The WCAG 2.2 review targeted scenarios where failure prevents task completion:
Keyboard only navigation through the booking flow
Touch target sizing on mobile
Screen reader announcement of form fields and errors
Key WCAG Fixes Implemented
Key WCAG Fixes Implemented
Key WCAG Fixes Implemented
1. Focus Visibility
1. Focus Visibility
1. Focus Visibility
(WCAG 2.4.7)
(WCAG 2.4.7)
(WCAG 2.4.7)
Custom high contrast focus states replace default browser styles, ensuring predictable keyboard navigation through the form.
Custom high contrast focus states replace default browser styles, ensuring predictable keyboard navigation through the form.
Custom high contrast focus states replace default browser styles, ensuring predictable keyboard navigation through the form.
2. Target Size
2. Target Size
2. Target Size
(WCAG 2.5.5)
(WCAG 2.5.5)
(WCAG 2.5.5)
All interactive elements meet the 44x44px minimum, reducing missed taps for users with limited motor control.
All interactive elements meet the 44x44px minimum, reducing missed taps for users with limited motor control.
All interactive elements meet the 44x44px minimum, reducing missed taps for users with limited motor control.
3. Name, Role, Value
3. Name, Role, Value
3. Name, Role, Value
(WCAG 4.1.2)
(WCAG 4.1.2)
(WCAG 4.1.2)
Semantic HTML and ARIA live regions ensure labels, roles, and validation errors are announced clearly by screen readers.
Semantic HTML and ARIA live regions ensure labels, roles, and validation errors are announced clearly by screen readers.
Semantic HTML and ARIA live regions ensure labels, roles, and validation errors are announced clearly by screen readers.
Prototype validation in live environment
Prototype validation in live environment
A functional prototype was built to validate accessibility, form logic, and task completion under real keyboard and screen reader use.
A functional prototype was built to validate accessibility, form logic, and task completion under real keyboard and screen reader use.
A functional prototype was built to validate accessibility, form logic, and task completion under real keyboard and screen reader use.
Restructured Architecture
Restructured Architecture
Restructured Architecture
Aligning navigation with patient journeys to prioritize time critical tasks.
Aligning navigation with patient journeys to prioritize time critical tasks.
Aligning navigation with patient journeys to prioritize time critical tasks.
The information architecture was redesigned to support end to end patient journeys.
The information architecture was redesigned to support end to end patient journeys.
The information architecture was redesigned to support end to end patient journeys.
Expected operational impact
Expected operational impact
Expected operational impact
Improve
Improve
Improve
Onboarding completion
Onboarding completion
Onboarding completion
For foreign patients using Hospital Number verification.
For foreign patients using Hospital Number verification.
For foreign patients using Hospital Number verification.
Reduced
Reduced
Reduced
Pharmacy counter visits
Pharmacy counter visits
Pharmacy counter visits
Through clearer medication fulfillment tracking.
Through clearer medication fulfillment tracking.
Through clearer medication fulfillment tracking.
Fewer
Fewer
Fewer
login and registration support calls
login and registration support calls
login and registration support calls
By removing identity
barriers.
By removing identity barriers.
By removing identity barriers.
Increased
Increased
Increased
Self-service appointment changes
Self-service appointment changes
Self-service appointment changes
Reducing demand on physical scheduling desks.
Reducing demand on physical scheduling desks.
Reducing demand on physical scheduling desks.
Higher
Higher
Higher
SUS accessibility score improvement
SUS accessibility score improvement
SUS accessibility score improvement
Following WCAG 2.2
remediation.
Following WCAG 2.2 remediation.
Following WCAG 2.2 remediation.
What I Would Validate Next
What I Would Validate Next
What I Would Validate Next
To validate these outcomes, I would focus usability testing on the highest risk patient flows.
To validate these outcomes, I would focus usability testing on the highest risk patient flows.
To validate these outcomes, I would focus usability testing on the highest risk patient flows.
Identity Onboarding
Identity Onboarding
What to test
What to test
Can foreign patients with existing hospital numbers complete registration independently?
Can foreign patients with existing hospital numbers complete registration independently?
Method
Method
Task based usability testing with non Thai residents across passport and pink card entry paths.
Task based usability testing with non Thai residents across passport and pink card entry paths.
Success signal
Success signal
Most users complete onboarding without external assistance.
Most users complete onboarding without external assistance.
Appointment Management
Appointment Management
What to test
What to test
Can users reschedule or cancel appointments while understanding system constraints?
Can users reschedule or cancel appointments while understanding system constraints?
Method
Method
Moderated task based testing focused on clarity of system feedback and error states.
Moderated task based testing focused on clarity of system feedback and error states.
Success signal
Success signal
Users complete changes without confusion or staff intervention.
Users complete changes without confusion or staff intervention.
Reflections
Reflections
Reflections
This project required balancing the institutional trust and constraints of a public hospital system with the level of autonomy and clarity users expect from modern digital services. The redesign reinforced that meaningful impact in complex systems comes from aligning access, hierarchy, and validation, not surface level UI changes.
This project required balancing the institutional trust and constraints of a public hospital system with the level of autonomy and clarity users expect from modern digital services. The redesign reinforced that meaningful impact in complex systems comes from aligning access, hierarchy, and validation, not surface level UI changes.
This project required balancing the institutional trust and constraints of a public hospital system with the level of autonomy and clarity users expect from modern digital services. The redesign reinforced that meaningful impact in complex systems comes from aligning access, hierarchy, and validation, not surface level UI changes.
What’s Next
What’s Next
What’s Next
Validate inclusive identity paths with real patient groups and integrate live queue data to further automate the end-to-end visit experience.
Validate inclusive identity paths with real patient groups and integrate live queue data to further automate the end-to-end visit experience.
Validate inclusive identity paths with real patient groups and integrate live queue data to further automate the end-to-end visit experience.
Disclaimer
Disclaimer
Disclaimer
This is an independent, self-initiated concept redesign created for portfolio purposes only. I am not affiliated with King Chulalongkorn Memorial Hospital or the Thai Red Cross Society.
This is an independent, self-initiated concept redesign created for portfolio purposes only. I am not affiliated with King Chulalongkorn Memorial Hospital or the Thai Red Cross Society.
This is an independent, self-initiated concept redesign created for portfolio purposes only. I am not affiliated with King Chulalongkorn Memorial Hospital or the Thai Red Cross Society.
