Redesigning Healthcare Access
Audit and Redeign of Public Healthcare for Equity & Autonomy
- Role
- UX/UI DesignerUX Researcher
- Timeline
- 6 weeks
- Tools
- FigmaFigjam
Personal · Audit & Redesign · 2025
Usability failures in public healthcare push digital demand back to registration desks, increasing operational overhead and staff reliance. These breakdowns are consistently reflected in patient reviews, particularly around registration access and basic self-service tasks.
Recurring themes from 2019–2024 reviews on Google Play and the App Store.
Existing screens were audited against WCAG 2.2 heuristics, longitudinal app store feedback, and benchmarks across public and private healthcare systems.
Identity access failures
Registration assumes Thai National ID, blocking patients with valid hospital numbers.
Cognitive overload
Dense home screens force scanning and decision-making during high-stress visits.
Accessibility gaps
Keyboard navigation, touch targets, and focus states fail WCAG requirements in critical flows.
Onboarding replaces a single ID gate with multiple identity paths, enabling access across patient demographics.
The home screen prioritizes live queues and upcoming appointments to reduce decision-making during time-critical visits.
Patients can view, reschedule, or cancel appointments directly without staff intervention.
Self-service billing and visit actions reduce dependency on physical registration desks during hospital visits.
1. Focus Visibility
(WCAG 2.4.7)
Custom high-contrast focus states replace default browser styles, ensuring predictable keyboard navigation through the form.
2. Target Size
(WCAG 2.5.5)
All interactive elements meet the 44x44px minimum, reducing missed taps for users with limited motor control.
3. Name, Role, Value
(WCAG 4.1.2)
Semantic HTML and ARIA live regions ensure labels, roles, and validation errors are announced clearly by screen readers.
A functional prototype was built to validate accessibility, form logic, and task completion under real keyboard and screen reader use.
The information architecture was redesigned to support end-to-end patient journeys, aligning navigation with how patients actually move through the hospital.
Expected operational impact
Onboarding completion
↑ Improve
For foreign patients using Hospital Number verification.
Pharmacy counter visits
↓ Reduced
Through clearer medication fulfillment tracking.
Login & registration support calls
↓ Fewer
By removing identity barriers.
Self-service appointment changes
↑ Increased
Reducing demand on physical scheduling desks.
SUS accessibility score
↑ Higher
Following WCAG 2.2 remediation.
Disclaimer
This is an independent, self-initiated concept redesign created for portfolio purposes only. I am not affiliated with King Chulalongkorn Memorial Hospital or the Thai Red Cross Society.