In 2019 to 2020, GP at hand, an NHS service powered by Babylon’s technology, started to diversify its offering by making Nurses, Physiotherapists, Travel Health Specialists, and other clinician types available for our members to book appointments with.
My job was to redesign the appointment flow to recommend the right clinician to the patients’ needs in a suitable time frame.
I led the design of the experience from June 2019 across iOS, Android, and Web platforms.
I worked alongside a Researcher, Content Designer, 2 Product Managers, a Delivery manager, a Tech Lead, and a team of 8 engineers.
Why this mattered
We started providing F2F appointments as part of our full clinical service offering, when we launched GP at Hand back in June 2017. F2F appointments accounted for ~15% of total GPaH appointments and were arranged via a call with support. What historically was a manageable number to book via support quickly became impractical as the business scaled.
It was a complex project that needed unraveling, cross-team collaboration, exploration, testing and 6 months of development. …
Design Manager at Marshmallow