WORK

ABOUT

CONTACT

PROJECT / 03 · MEDICAL TOURISM + HEALTHCARE OPERATIONS · 2024

TREATMENT.​HOSPITAL

TREATMENT.​HOSPITAL

A cross-border healthcare platform connecting patients, coordinators and hospitals across the treatment journey.

UX + PRODUCT DESIGN

UX + PRODUCT DESIGN

DISCOVERY · PATIENT CASE · COORDINATION · HOSPITAL OPERATIONS

DISCOVERY · PATIENT CASE · COORDINATION · HOSPITAL OPERATIONS

2024

MEDICAL TOURISM + HEALTHCARE OPERATIONS

CONTEXT / WHY THE SYSTEM EXISTED

THE PATIENT SAW ONE JOURNEY. OWNERSHIP WAS SPLIT ACROSS TEAMS.

THE PATIENT SAW ONE JOURNEY. OWNERSHIP WAS SPLIT ACROSS TEAMS.

Cross-border treatment moved through discovery, provider comparison, quotations, appointments and records. Different teams owned each stage, but the patient still experienced one care journey.

01 / PATIENT CONTINUITY

Discovery, enquiry, quotations, appointments and records still had to read as one continuous patient journey.

DISCOVERY · ENQUIRY · QUOTATION · APPOINTMENT · RECORDS

02 / OPERATIONAL COORDINATION

Coordinators, doctors and hospitals needed different views and actions around the same underlying patient case.

PATIENT · COORDINATOR · DOCTOR · HOSPITAL

DESIGN QUESTION

THE PATIENT JOURNEY NEEDED CONTINUITY ACROSS DIFFERENT ORGANISATIONS AND OPERATIONAL VIEWS.

THE PATIENT JOURNEY NEEDED CONTINUITY ACROSS DIFFERENT ORGANISATIONS AND OPERATIONAL VIEWS.

HELP PATIENTS NARROW THE FIELD BEFORE THEY COMPARE HOSPITALS.

HELP PATIENTS NARROW THE FIELD BEFORE THEY COMPARE HOSPITALS.

01 / START WITH TREATMENT INTENT

Treatment-led search gave patients a clearer starting point before comparing hospitals.

02 / MAKE CRITERIA EXPLICIT

Price, expertise, experience and geography became visible comparison criteria.

03 / SURFACE TRUST EARLY

Hospital, doctor, specialty and ratings established credibility early.

DESIGN DECISION / 02 · CONTINUITY

THE PATIENT CASE HELD THE JOURNEY TOGETHER.

THE PATIENT CASE HELD THE JOURNEY TOGETHER.

Procedures, consultations, quotations, records and coordinator conversations all belonged to one treatment journey. The interface had to preserve that continuity as the patient moved between events and actors.

01 / CARE EVENTS

02 / RECORDS

03 / HOSPITAL VIEW

The patient case preserved continuity as ownership moved between roles.

The patient case preserved continuity as ownership moved between roles.

DESIGN DECISION / 03 · ROLE ORCHESTRATION

EACH ROLE NEEDED A DIFFERENT VIEW OF THE SAME PATIENT CASE.

EACH ROLE NEEDED A DIFFERENT VIEW OF THE SAME PATIENT CASE.

Everyone worked on the same patient case. What they needed to see depended on the job.

01 / COORDINATE CARE

KEEP THE MOVING PARTS IN ONE VIEW

Trips, appointments, patients in care and assigned doctors stayed visible in one coordination view.

02 / OPERATE THE SYSTEM

SHOW THE HOSPITAL’S OPERATING LOAD

Hospital teams saw treatments, doctors, patients and appointment demand at an operational level.

Different operational views stayed anchored to the same patient case.

Different operational views stayed anchored to the same patient case.

OUTCOMES / REFLECTION / 03

THE SHARED PATIENT CASE KEPT THE JOURNEY INTACT.

THE SHARED PATIENT CASE KEPT THE JOURNEY INTACT.

Patient, coordinator and hospital views could diverge without fragmenting the underlying care journey.

01 / CONTINUITY

KEEP THE PATIENT CASE INTACT

KEEP THE PATIENT CASE INTACT

02 / ORCHESTRATION

LET EACH ROLE SEE WHAT IT NEEDS

LET EACH ROLE SEE WHAT IT NEEDS

03 / VISIBILITY

SHOW THE OPERATING LOAD

SHOW THE OPERATING LOAD

MY ROLE

INFORMATION ARCHITECTURE PATIENT JOURNEY UX MULTI-ROLE WORKFLOWS HEALTHCARE OPERATIONS INTERACTION DESIGN

REFLECTION

The patient case carried more weight than any individual dashboard. As ownership moved between teams, that shared record was what kept the journey from fragmenting.

PREVIOUS PROJECT /

02

TARBA

TARBA

TARBA

HEALTHCARE RESEARCH DATA GOVERNANCE

2024

VIEW PROJECT →

NEXT PROJECT /

04

HIREQED

HIREQED

HIREQED

RECRUITMENT + TALENT OPERATIONS

2024

VIEW PROJECT →