Activities
content strategyuser researchux designdiscovery
Backstory
eConsult is a popular online consultation platform used by NHS GP surgeries to triage and respond to patient requests.
Over time, eConsult’s patient portal became a victim of its own success: users were given more and more ailments and symptom pathways to choose from, which caused the platform to become unwieldy, confusing and locked into its own rigid structure. In 2023 I worked with the eConsult product and engineering teams and our in-house clinicians to simplify the ailment selection journey and surface the most commonly used pathways.
Result
The redesign led to a significant reduction of requests submitted to surgeries in error, shorter completion times and an improvement in overall patient satisfaction.
