Docplanner is the leading global healthcare booking platform and provider of SaaS solutions for doctors and medical facilities.
Below you can check individual parts of my inbox redesign, the reasoning for each change, and some future concepts for that tool.
Goals:
Phase 1: Improve efficiency of the current tooling
Phase 2: Evolve towards omni-channel inbox (chat, WhatsApp, phone, email), integrated with AI agents and bots.
Background information
My decisions around this project were based on:
1️⃣ working in all 3 communication solutions we have at Docplanner (Chat inbox, Docplanner Phone inbox, Italian requests features)
2️⃣ user interviews in Italy and Poland (organised and run by me) and user research from the UX researcher on the team
3️⃣ benchmarking chat and ticketing solutions, and... email clients (WhatsApp, Gmail, Messenger, Zendesk, Intercom, Superhuman)
Italian public healthcare
In Italy we had basically 2 overlapping features allowing patients to communicate with doctors. They could send a chat message, or “make a request” using a form. On doctor side, those were 2 separate tabs with individual notification system and need for marking them as done.
With this design, we are solving the problem by merging the requests from form into categorised chat messages (with a badge next to them).
Scaling to all doctors
We had multiple things purposefully removed for Italian GP context. Scaling to specialists was done after getting feedback about the new solution, but also decisions had to be made about some features to be removed or reduced. We only kept Average reply time, and New patient / Your patient badges as they had high usage.
Mobile App Concepts
Aware how important for doctors is mobility, we couldn't skip making changes also to doctors' mobile app. This was an important point in the project boundaries.
However, due to changes in global company strategy, we did not implement this part yet.
Designs Sprint and Concepts
Now, we're in the Design Sprint, run with other designers and big involvement of researchers.
Key insights from the sprint were:
💡 We will use existing infrastructure and messaging systems
💡 We will be connecting Communication space with Calendar/PMS systems with top global navigation
💡 We should power up the solution with AI and automations
My contribution here was the Patients tab with centralised information about important patient data.
