Redesigning Vaccination Recording Experience
Improving how HSE vaccinators record immunisations on the HSE Vaccination Platform - Covax
For
Health Services Executive, Ireland
Industry
Healthcare & Public Health
Duration
1.5 years
Scope of work
Research, Service Design, Product Design, Design System
Deliverables
Insights & pain-points, Archetypes, As-is journey maps, Service blueprint, Wireframes, Hi-fi mockups, Process maps
Redesigning Vaccination Recording Experience
Improving how HSE vaccinators record immunisations on the HSE Vaccination Platform - Covax
For
Health Services Executive, Ireland
Industry
Healthcare & Public Health
Duration
1.5 years
Scope of work
Research, Service Design, Product Design, Design System
Deliverables
Insights & pain-points, Archetypes, As-is journey maps, Service blueprint, Wireframes, Hi-fi mockups, Process maps
Redesigning Vaccination Recording Experience
Improving how HSE vaccinators record immunisations on the HSE Vaccination Platform - Covax
For
Health Services Executive, Ireland
Industry
Healthcare & Public Health
Duration
1.5 years
Scope of work
Research, Service Design, Product Design, Design System
Deliverables
Insights & pain-points, Archetypes, As-is journey maps, Service blueprint, Wireframes, Hi-fi mockups, Process maps
challenge
Vaccinators recorded every immunisation in Covax, HSE’s Vaccination Platform, built on Salesforce. Recording one vaccination meant moving through identity check, vaccine course, consent, eligibility and vaccination, each in its own tab or window, not counting other added workflows.
The complex interface and manual interactions with too many ways to reach any outcome created frustration among users who were already crunched on time. Due to cognitive overload, frontend users were more prone to errors, resulting in increased number of support tickets and backend effort to amend the records in the system.
The goal was to make recording a vaccination safe, quick and clear, even for a tired vaccinator at the end of a long shift, while keeping consent and eligibility as separate, in-person steps.
challenge
Vaccinators recorded every immunisation in Covax, HSE’s Vaccination Platform, built on Salesforce. Recording one vaccination meant moving through identity check, vaccine course, consent, eligibility and vaccination, each in its own tab or window, not counting other added workflows.
The complex interface and manual interactions with too many ways to reach any outcome created frustration among users who were already crunched on time. Due to cognitive overload, frontend users were more prone to errors, resulting in increased number of support tickets and backend effort to amend the records in the system.
The goal was to make recording a vaccination safe, quick and clear, even for a tired vaccinator at the end of a long shift, while keeping consent and eligibility as separate, in-person steps.
challenge
Vaccinators recorded every immunisation in Covax, HSE’s Vaccination Platform, built on Salesforce. Recording one vaccination meant moving through identity check, vaccine course, consent, eligibility and vaccination, each in its own tab or window, not counting other added workflows.
The complex interface and manual interactions with too many ways to reach any outcome created frustration among users who were already crunched on time. Due to cognitive overload, frontend users were more prone to errors, resulting in increased number of support tickets and backend effort to amend the records in the system.
The goal was to make recording a vaccination safe, quick and clear, even for a tired vaccinator at the end of a long shift, while keeping consent and eligibility as separate, in-person steps.
approach
Market research for best practices
Conversations/informal interviews with user-facing teams, backend and client training teams.
Stakeholder/ Persona/ Archetype mapping
As-is journey mapping
Pain point and opportunity analysis
To-be service blueprinting
Wireframes & usability studies
Rapid prototyping & mockups
High-fidelity prototypes (confidential)
Design system
approach
Market research for best practices
Conversations/informal interviews with user-facing teams, backend and client training teams.
Stakeholder/ Persona/ Archetype mapping
As-is journey mapping
Pain point and opportunity analysis
To-be service blueprinting
Wireframes & usability studies
Rapid prototyping & mockups
High-fidelity prototypes (confidential)
Design system
approach
Market research for best practices
Conversations/informal interviews with user-facing teams, backend and client training teams.
Stakeholder/ Persona/ Archetype mapping
As-is journey mapping
Pain point and opportunity analysis
To-be service blueprinting
Wireframes & usability studies
Rapid prototyping & mockups
High-fidelity prototypes (confidential)
Design system
solution
A redesigned, end-to-end recording flow for HSE vaccinators within the existing vaccination platform.
One guided journey takes the vaccinator from check-in to corrections to changes, with clear, separate consent and eligibility steps, errors stopped before they happen, and help on hand, designed for busy clinics and tired, end-of-shift moments.
Feature highlights:
Once, not three times: the vaccine course is chosen once and carried through the whole visit.
Clarity where it matters most: consent and eligibility stay separate, in person and never pre-filled, so the vaccinator always knows what they're recording.
Every pain point addressed: all 16 issues found in the as-is journey are mapped to a design change, from duplicate accounts to missed next-dose dates.
solution
A redesigned, end-to-end recording flow for HSE vaccinators within the existing vaccination platform.
One guided journey takes the vaccinator from check-in to corrections to changes, with clear, separate consent and eligibility steps, errors stopped before they happen, and help on hand, designed for busy clinics and tired, end-of-shift moments.
Feature highlights:
Once, not three times: the vaccine course is chosen once and carried through the whole visit.
Clarity where it matters most: consent and eligibility stay separate, in person and never pre-filled, so the vaccinator always knows what they're recording.
Every pain point addressed: all 16 issues found in the as-is journey are mapped to a design change, from duplicate accounts to missed next-dose dates.
my role
Led design research including interviews with stakeholders, pain point analysis, journey maps and blueprints.
Defined design principles.
Re-designed the interface and workflow among constraints, focusing on reducing confusion and improving accessibility.
Developed a scalable design system to ensure visual and functional consistency.
Led design research including interviews with stakeholders, pain point analysis, journey maps and blueprints.
Defined design principles.
Re-designed the interface and workflow among constraints, focusing on reducing confusion and improving accessibility.
Developed a scalable design system to ensure visual and functional consistency.
my role
Led design research including interviews with stakeholders, pain point analysis, journey maps and blueprints.
Defined design principles.
Re-designed the interface and workflow among constraints, focusing on reducing confusion and improving accessibility.
Developed a scalable design system to ensure visual and functional consistency.