Bumrungrad
Work
Case Study
UX Design
UI Design
Type
Mobile Application
Client
Bumrungrad Hospital PCL
Year
2022–2024
Designers
Panot Riankamol
Nabhak Somyanontanakun
Claire Heckel
Nutchawan Dejsritrakarn
Jatetanat Chairatanatrai
Overview
Bumrungrad Hospital, a leading healthcare provider in Thailand, is renowned for its world-class services and multi-specialty expertise. Its mobile application is designed with a user-centered approach, offering a seamless and intuitive platform that enhances the patient experience.
Key features include appointment scheduling, medical history review, and health consultation access.
Background
The client needs a healthcare app that optimizes patient flow by digitalizing the entire care journey. The solution should enable remote appointment scheduling, virtual consultations, and anywhere access to medical reports.
The app should feature an intuitive interface prioritizing frequent patient needs, with real-time appointment availability and virtual waiting rooms to eliminate unnecessary time in medical facilities. Secure integration with hospital systems for accessing test results creates a continuous care experience beyond facility walls, while smart triage algorithms direct patients to appropriate care levels, improving overall efficiency.
Goals
Ensure that booking, modifying, and canceling appointments is a frictionless process.
Reduce the time and effort required for patients to secure consultations with specialists.
Create intuitive UX flows that mirror real-world hospital operations.
By adhering to these design goals, the application effectively bridges the gap between patients and healthcare providers, fostering a more efficient and user-friendly digital healthcare experience.
Problems
Patients struggle with a lengthy and unclear booking system, leading to frustration and missed appointments.
Lack of a guided flow for first-time users results in confusion when selecting doctors or services.
The system does not adapt to individual patient needs, such as suggesting relevant specialists based on symptoms.
Patients must manually search for past medical records, rather than having a view of their healthcare journey.
Patients have difficulty retrieving lab results, prescriptions, and past consultations in one place.
Addressing these problems through a user-centered design approach will significantly enhance the overall patient experience, making healthcare access more efficient and intuitive.
Researches
To create an intuitive and efficient healthcare experience, a research-driven approach was employed using User Persona and User Journey Mapping methods. These techniques provided deep insights into patient behaviors, pain points, and expectations when interacting with the hospital’s mobile application.
Wireframing
The user flow and wireframe should mirror the physical patient journey while addressing key pain points digitally. The design follows natural patient progression from check-in to follow-up, creating an intuitive digital parallel to familiar hospital processes.
For medical reports, the flow enables patients to access diagnostic results immediately after consultations, eliminating waiting for physical documents. The interface presents reports with both plain-language summaries and technical details, accommodating varying health literacy levels while maintaining clear visual hierarchies and interactive elements for direct provider communication.
Designs
The designs reflect Bumrungrad Hospital's identity through a clean, minimalist interface that prioritizes clarity and ease of use. The color palette maintains the hospital's professional branding while introducing visual cues that guide patients through different sections of the application.
For the reports feature, complex medical data is transformed into intuitive visualizations and simplified graphs that enhance patient comprehension. These visual elements help bridge the knowledge gap between clinical terminology and patient understanding, allowing users to grasp their health status without medical training. This thoughtful translation of technical information into accessible visuals supports informed decision-making while reducing anxiety often associated with interpreting medical results.
Results and Reflects
Following its launch on both app stores, the app has greatly improved user satisfaction, with ratings rising from 3.7 to 4.6. This success comes from a design approach that puts patients first—understanding that users are often sick or worried when using healthcare apps.
The stress-free user journey makes key tasks like booking appointments and checking test results simple and clear. By making everything easier to use when patients don't feel well, the app creates a helpful digital experience that works alongside medical care. This caring approach shows how understanding what patients are going through can turn digital tools from something frustrating into something that actually helps during healthcare visits.
