Redesigning Public Healthcare for Equity & Autonomy
Redesigning Public Healthcare for Equity & Autonomy
Redesigning Public Healthcare for Equity & Autonomy
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.
Existing Chula Care Screens
Existing Chula Care Screens
What the Audit Revealed
What the Audit Revealed
What the Audit Revealed
Identity access failures
Identity access failures
Identity access failures
Registration assumes Thai National ID, blocking patients with valid hospital numbers.
Registration assumes Thai National ID, blocking patients with valid hospital numbers.
Registration assumes Thai National ID, blocking patients with valid hospital numbers.
Cognitive overload
Cognitive overload
Cognitive overload
Dense home screens force scanning and decision making during high stress visits.
Dense home screens force scanning and decision making during high stress visits.
Dense home screens force scanning and decision making during high stress visits.
Accessibility gaps
Accessibility gaps
Accessibility gaps
Keyboard navigation, touch targets, and focus states fail WCAG requirements in critical flows.
Keyboard navigation, touch targets, and focus states fail WCAG requirements in critical flows.
Keyboard navigation, touch targets, and focus states fail WCAG requirements in critical flows.
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.
From audit findings to design direction
From audit findings to design direction
From audit findings to design direction
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.
Today-first home screen prioritization
Today-first home screen prioritization
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.
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
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.
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.
