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Company: PwC
Role: Lead UX Designer
Goal: To design an interconnected ecosystem of three platforms: a customer application, an admin portal, and a doctor portal.
*Admin and Doctor portals cannot be displayed due to privacy reasons
The Problem
68%
online booking abandonment rate
online booking abandonment rate
HCG Cancer Care's fragmented digital infrastructure was creating barriers to patient care and operational efficiency.
Doctors spent 40% of their consultation time navigating between disconnected systems to access patient records and treatment plans. Administrative staff were manually coordinating between three separate platforms, leading to scheduling conflicts and delayed patient communications.
Our goal was to design an integrated ecosystem that would streamline the patient journey, reduce administrative burden, and enable doctors to focus on patient care rather than system navigation.
The Impact
Patient Experience
32% → 89%
online booking completion rate
15min → 3min
reduction in average booking time
+34%
improved patient satisfaction scores
Doctor Efficiency
28%
reduced time spent on admin tasks
*measured via system analytics comparing 3 months pre/post-launch across both hospital locations
2-3min → 15sec
average patient record access time
*validated through workflow observations with 12 doctors over 4-week implementation period
+2-3
patient consultations per day
*measured through post-appointment surveys with 200+ patients
PwC Experience Consulting worked with HCG's IT team to establish baseline analytics and designed testing protocols during discovery phase. Success metrics were tracked through appointment system data, clinical workflow observations, and patient feedback surveys conducted post-launch.
The Process
Working as the lead designer on this complex healthcare ecosystem, I leveraged existing research and conducted targeted validation to guide design decisions:
Patient App
Doctor Portal
Admin Portal
Personal Takeaways
This project taught me valuable lessons about designing for complex, multi-stakeholder healthcare environments.
What worked exceptionally well
The cross-platform integration approach solved the core workflow problems faster than expected - doctors adapted to the unified system within days rather than the anticipated weeks.
What didn't go as planned
Initial resistance from admin staff who were comfortable with their existing workflows required additional training sessions and gradual feature rollouts rather than the full launch we originally planned.
What I'd approach differently next time
I would involve admin users earlier in the design process and create more detailed change management documentation to smooth the transition for long-term staff members.
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