ForHealth is dedicated to ensuring every Australian has access to high-quality healthcare, irrespective of location or finances. Our project focused on streamlining the patient check-in process at clinics with a new digital solution, enhancing accessibility and efficiency.

ForHealth contacted us to create a QR code check-in experience that can simplify and expedite the process for patients when they arrive at a clinic. At present, the check-in process is performed manually, which is inefficient and consumes a lot of time.

The approach needed to integrate seamlessly with existing systems, be user-friendly for both patients and staff, and comply with healthcare regulations for data security and privacy.

We conducted:

Interviews with clinic staff and patients

Observations at local clinics during peak hours

Analysis of existing patient flow and check-in procedures

Key findings:

A significant delay was caused by manual data entry.

Patients preferred minimal interaction with reception to reduce perceived wait times.

Staff were concerned about the ease of transition to new technology.

Ideation Focused on integrating a QR code system that was familiar and accessible.

Wireframing Outlined the steps involved in the check-in process from a patient's perspective.

Prototyping Developed a web-based interface that was tested internally.

Usability Testing Two rounds of usability testing involving 7 participants each.

Iteration Refined the interface based on direct feedback from testing phases.

We developed:

Web-based check-in A quick and efficient system using QR codes to expedite patient processing.

Simplified UI A user interface with a progress tracker and the use of plain, informal language to keep patients informed.

Usability and quality assurance Conducted thorough testing to ensure effectiveness and smooth operation.

Entrance Poster Provides clear instructions and visually directs patients on how to proceed, enhancing accessibility and ease of use.

Reduction in check-in time Cut the average check-in time by over 50%.

Increased staff efficiency Freed up staff to focus more on patient care rather than administrative tasks.

Improved patient satisfaction Positive feedback from patients who enjoyed a faster and smoother check-in experience.

Importance of simplicity Keeping the UI simple and the language clear was key to user adoption.

Collaborative development Working closely with developers and conducting extensive testing ensured a high-quality final product.

Feedback is crucial Iterative design and continuous feedback helped refine the system to better meet user needs.