Elliott Hey
UX/Product Designer, Service Designer, User Researcher
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07402 840 161
motiveux.design@gmail.com
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Livi
Project: Patient Consultation Blueprint
Role: Service Designer
I was responsible for delivering blueprints for the patient experience when having a consultation with a GP.
Background
Livi provides members of Vitality Health Insurance with an online video GP service. Patients can access this for referrals, prescriptions and general medical advice. Feedback on this service showed that patients were dissatisfied due to not being able to get appointments in a timeframe they required. It also showed that the service level agreement was not being achieved.
Approach
I documented the current process, reviewing the tasks of patients, GPs, supporting staff (Livi and Vitality Health) and systems, looking for bottlenecks, pain points, opportunities and education requirements. Based on this research I identified bottlenecks were caused by manual processes covering for system limitations. This resulted in the main recommendations being around API improvements.
Results
Working closely with the technical architects I designed a future blueprint that showed how these bottlenecks and pain points could be eradicated by system improvements. The number of manual steps were reduced and throughput was expected to be enhanced by 25% - allowing us to meet our contracted SLA and improve patient experience.
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