MedMe | Designing Accessible Healthcare

In 2020, the world was hit with the COVID-19 pandemic and healthcare in Canada changed. The onus of vaccinations and accessible healthcare began to decentralize and responsibility began falling on pharmacists.

At the time, MedMe was focused on allowing pharmacists to take control of their days and inventory by scheduling consultations. The current intake module was cumbersome and clunky, and a number of patients complained about the roundabout signup forms. For a tool meant to streamline the planning and booking of patients, this meant patients were unable to receive appropriate and timely care.





Seeing the lay of the land

My first step was to conduct a competitive analysis of flows, steps, and requirements, and cross-referencing them with different provincial signup regulations. In doing so, I was able to familiarize myself with a variety of combinations, such as account creation, segmentation of clinics and services, etc..





Rethinking the intake process

This eventually paved the path for a series of iterative designs and development sessions. The goal was not to reinvent the wheel, but to simplify the intake process to a series of forms that older users were 1) able to understand easily (fit into their mental model) 2) did not require extensive information to sign up and 3) accurately capture provincially mandated information.





Successfully enabling access to care

Post-redesign, the signup portal went from a 1-question-per-page format to a neatly organized, highly usable, and condensed form. Additional successes included:

• Number of pages reduced from 21 to 9
• Reduced time from an average of 5-8 minutes to an average of 2.75 minutes



My top 2 learnings

• User research and testing would've been nice - this work was done almost entirely in a design-dev bubble. Given the quick timelines and speedy nature of an early-stage startup, it makes sense how the product was developed. But in a more mature company, this would never fly.
• I switched from Adobe XD to Figma partway and had to build the components from scratch. As we worked with more clients, our whitelabeling meant components changed as well. I eventually built a component library, but this would've been a great thing to do at the very start.