Designing for medical emergencies

An MVP that enabled faster ambulance dispatch for emergency trips

About the Project

The ambulance services company enlisted my former employer to build an MVP, a mobile app for the ambulance drivers for trip allocations, for their SOS platform. I assumed the role of project lead, overseeing a team comprising one UX designer and one visual designer. My responsibilities included managing project deliverables and ensuring quality control throughout the process.

The ambulance services company enlisted my former employer to build an MVP, a mobile app for the ambulance drivers for trip allocations, for their SOS platform. I assumed the role of project lead, overseeing a team comprising one UX designer and one visual designer. My responsibilities included managing project deliverables and ensuring quality control throughout the process.

Problem Statement

The ambulance services currently lack a centralised platform for drivers, leading to several operational challenges. These include a lack of visibility into the status of ambulances, drivers, helpers, and EMTs, resulting in high turn-around times for vehicle dispatch, inaccurate ETAs for patient pick-ups, frequent miscommunication of patient requirements, and manual, redundant operations, ultimately leading to less-than-satisfactory trip experiences.

The ambulance services currently lack a centralised platform for drivers, leading to several operational challenges. These include a lack of visibility into the status of ambulances, drivers, helpers, and EMTs, resulting in high turn-around times for vehicle dispatch, inaccurate ETAs for patient pick-ups, frequent miscommunication of patient requirements, and manual, redundant operations, ultimately leading to less-than-satisfactory trip experiences.

My Role:

Project Lead, UX & Quality Control

Client:

Under NDA

Project Timeline:

4 Months

How we did it?

To determine the MVP, we adopted the design thinking methodology. After understanding the business goals, we identified essential features crucial for the ambulance dispatch journey. Next, we conducted visual design workshops to integrate the brand identity into our final designs.

Finalising Features for the MVP

Finalising Features for the MVP

We selected key features for the MVP mobile application, aligning with both business and user goals.

We selected key features for the MVP mobile application, aligning with both business and user goals.

Visual Design Workshops

We organized workshops to grasp stakeholders' perspectives on brand identity and their vision for the application. Similar sessions were held with ambulance drivers, EMTs, and other key stakeholders to understand their needs as end-users.

We organized workshops to grasp stakeholders' perspectives on brand identity and their vision for the application. Similar sessions were held with ambulance drivers, EMTs, and other key stakeholders to understand their needs as end-users.

The Design Stage

Wireframing & Testing

After identifying features, we delved into wireframing the mobile application. At critical junctures, we conducted rapid tests with the user base to ensure alignment with targets and to address any edge-cases.

After identifying features, we delved into wireframing the mobile application. At critical junctures, we conducted rapid tests with the user base to ensure alignment with targets and to address any edge-cases.

Design System & Visual Design

After completing the wireframing phase, we proceeded to develop the design system and then finalise the visuals for the mobile app. Despite going through several rounds of revisions, we ultimately achieved the desired output.

After completing the wireframing phase, we proceeded to develop the design system and then finalise the visuals for the mobile app. Despite going through several rounds of revisions, we ultimately achieved the desired output.

Key Highlights

The Home Screen

The home screen was crafted with essential details in mind to ensure drivers were prepared for emergency trips at any time. Real-time updates were provided for key contacts, vehicle information, and location.

Key Highlights

Emergency Trip Allocation

Upon trip assignment, the application prioritised this action by prominently displaying it on the screen. Critical timers and calls-to-action were defined, with key patient details already inputted into the system by the call centre team that handled the SOS call.

Key Highlights

Pick Up & Drop Journey

After accepting the trip, each step of the pick-up and drop-off process was presented similarly, prompting the driver to take action at every stage of the journey. Additionally, we provided standalone features for the maps, allowing drivers to use them in full screen if necessary.

Key Highlights

The Payments Flow

After completing the trip, the driver would prompt the patient's caregiver to make the payment through various convenient options.

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