Reimagining Public Healthcare

What We Discovered

The initial hypothesis was that consolidating three healthcare apps into a single platform centred around five core journeys—appointments, medications, payments, health records, and caregiver access—would improve efficiency by reducing the need for citizens to switch between applications.

Through surveys and in-depth interviews, I discovered that health was not purely a functional task. While users valued convenience and streamlined access, their experiences were also shaped by uncertainty, stress, and anxiety associated with seeking care and managing health conditions. This showed how a successful healthcare experience needed to support not only task completion, but also users' emotional needs and confidence in decision-making.

These findings, alongside the following insights, guided the team to reframe HealthHub+ from a collection of healthcare transactions into a more citizen-centred experience:

1. People want care that fits their lives—not just check boxes

Current systems structured care around rigid, compliance-driven processes. But over 80% of users wanted flexibility—tools that adapt to their routines rather than dictate them.

2. Managing health is a team effort, not a solo interaction

Most apps assumed health was managed by one person. But in reality, care is often a shared responsibility across family, friends, or professionals, as mentioned by over 70% of users. This helped me narrow down our core audience to users who frequently use the app for themselves, others, or both; namely those with Chronic Conditions, the Sandwich Generation, and Seniors. I determined that if the edge cases for these personas were covered, it would also meet the needs of other secondary and tertiary audiences provided by the client.

Using these, I created journey maps that detailed how users would go through our 5 core journeys and highlighted the differences between self-care and caregiving experiences. I created an AI agent with context of the project to study the journey maps and identify potential improvements to the flow, and used these iterated journeys to run workshops with key stakeholders across the three clusters to align journeys to policy, tech, and user needs.