Redesigning Healthcare Access

Audit and Redeign of Public Healthcare for Equity & Autonomy

Role
UX/UI DesignerUX Researcher
Timeline
6 weeks
Tools
FigmaFigjam
Overview

Audit & Redesign · 2025

Usability failures in public healthcare push digital demand back to registration desks. When patients can't register, reschedule, or pay on their own, the cost lands on staff.

Recurring themes from 2019–2024 reviews on Google Play and the App Store.

App Store review: Not foreigner friendly
App Store review: Foreigners Cannot Use
App Store review: Registration Problem
App Store review: Cannot use app as foreigner
Challenge

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.

Existing Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screenExisting Chula Care screen
Solution
AfterBefore
Inclusive onboarding through multi-path identity

A single ID requirement was blocking patients with valid hospital numbers. The redesign opens three entry paths so access doesn't depend on document type.

Today-first home screen prioritization

The home screen prioritizes live queues and upcoming appointments to reduce decision-making during time-critical visits.

Self-service appointment management

Patients can view, reschedule, or cancel appointments directly without staff intervention.

Self-service payments and visit management

Self-service billing and visit actions reduce dependency on physical registration desks during hospital visits.

Key WCAG fixes implemented

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.

Prototype validation in live environment

The prototype was tested end-to-end under keyboard and screen reader use, confirming that accessibility fixes held up across the full registration flow.

Restructured architecture

Navigation was restructured around how patients actually move through the hospital: arrival, queue, consult, payment, pharmacy. Each step reachable without backtracking.

Restructured information architecture flowchart
Impact

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.