Smarter Patient Communication for the NHS
DrDoctor is a health-tech platform aimed at streamlining communication between NHS trusts and their patients, empowering patients through information and self-management.
The story
In 2019, DrDoctor initially explored patient messaging but had to pause the project amidst the pandemic. I joined the team in October 2022 to revive this initiative and deliver a cutting-edge messaging tool as part of the company's vision.
The problem
I orchestrated several workshops with various stakeholders to gain a comprehensive understanding of the issue at hand.
We identified two core problems:
Business Challenge: Emerging platforms offered patient messaging functionality, placing us in a competitive predicament.
User Challenge: Current patient communication tools are cumbersome, resource-intensive, and often hinder patient experience.
Research & Insight
To address the business challenge, I analysed the competitive landscape, audited messaging tools from closest competitors, and identified essential features for consideration. The user problem was more complex, involving two user groups: admin teams and clinicians. I conducted 10 mixed-method research sessions (onsite observation and video interviews) with NHS trust members around the UK, yielding invaluable insights into their needs, behaviors, and pain points.
The research informed an iterative product roadmap, enabling quicker market entry and ongoing learning. We prioritized the MVP for admin teams due to their immediate need and lesser integration complications compared to clinicians.
Prototyping & Validation
I created iterative prototypes and conducted research sessions with UK booking teams. Feedback informed subsequent evidence-based design refinements. The final MVP was a harmonious blend of impactful features and efficient resource allocation.
Building the Minimum Lovable Product
With the MVP build in progress, my attention shifted towards the next roadmap phase, primarily focused on multi-patient messaging capabilities. Further prototyping sessions helped explore this complex user journey and develop solutions to UX challenges.
Recipient Validation: To address multiple-patient messaging, a UX solution was crafted to allow teams to validate contact details before message dispatch. This minimised error, saved resources, and identified patients needing alternative communication means.
Internal Note Addition: This UX feature, positively received in research, allowed trust members to add internal notes to a patient conversation. It improved audit trails and subtly marketed the DrDoctor platform within the trust through growth hacking strategies.
Future vision
I proposed conceptual products, like chatbots for patient preference updates and 'appointment passports,' to spark leadership team discussions about future enhancements.
Impact
Currently, the messaging tool is being piloted by three UK NHS trusts, yielding promising early feedback. Booking teams reported reduced call volumes and improved patient satisfaction.
“It just saves so much time in my day and I don’t feel like I’ve got so much stuff to do that I can’t handle anymore.” - NHS Trust Service Manager
“It makes life a lot easier, much more certain, and much better than having to wait for a letter or try and phone in and speak to a real person.” - NHS Patient