In my design process, I focused on addressing key user needs, recognising that convenience and control are central to improving the overall healthcare experience. One of the primary pain points I identified was the lack of a video call option, which many users found essential for better communication with healthcare providers. I also recognised the frustration surrounding appointment management—long waiting times and uncertainty about scheduling appointments were raised as pain points. To alleviate this, I prioritised giving users the ability to determine their own appointment times and manage them more easily, aiming to reduce frustration and enhance the overall experience.
Additionally, I worked to make the process of video calls as seamless as possible, as well as on the process of prescription renewals, ensuring that users could access their care quickly and efficiently. My design decisions were informed by the personas I developed, which reflected real user needs and behaviours, helping to guide my approach and ensure that the solutions I implemented were truly user-centric.

However, while significant progress has been made, I acknowledge that there is still much more to be done. Users expressed the need for an improved chat function to reduce waiting times, as well as enhanced security features. Additionally, the ability to easily connect with and manage favourite doctors would further streamline the process for users. These are just a few of the remaining pain points and needs that should be addressed as the next steps in improving the user experience.