Queensland Health Support Portal
How we shift from call-first to user-first self-service support centre.
Client:
Queensland Health (QLH)
Role:
UX Designer
Year:
2023
The background
eHealth Queensland is a division of Queensland Health, which enables the delivery of health services to the community, supporting the information technology needs of the State’s 16 Hospitals and Health Services and the Department of Health.
The eHealth team's ask is to offer self-service capability on the support portal, to reduce the load on the eHealth call centre staff. Unfortunately, the portal was designed system-first rather than user-first, consequently the default behaviour was call first, self-service last.
The team
1 x Head of Experience
1 x UX Designer (myself)
1 x QLH Head of Software Engineer
3 x QLH key stakeholders who work directly on the support portal on a daily basis
My responsibilities 💃
Stakeholder interviews
Wireframing
Usability Testing
Dev Handoff
The NDA note 👀
Due to the constraints of the Non-Disclosure Agreement (NDA), I can only share a limited overview of the project and a few select images.
The process
Stage 1 - Discovery (📍 Brissy)
Stakeholder Interviews
The Head of Experience and I traveled from Sydney to Brisbane* to visit the client's office. We spent the day observing and interviewing their team about their work processes, including how the call center handles incoming calls and manages the queue. We took extensive notes and returned to Sydney with valuable insights into their pain points and opportunities for improving the support portal.
*Side note: It's my first time in Brisbane, it's a very nice city!
Stage 2 - Define (back 📍 Sydney)
Wireframing
Arriving in Sydney, we began brainstorming and sketching out our ideas, which was then quickly shared these initial concepts with the clients during a brief alignment call.
Our main idea centered on:
Simplifying the self-help categories, making the language user-friendly
Developing a wizard-style interface to guide clients through the self-service process, allowing them to address issues independently
At the same time, quickly identifying problems that would require logging a call.
Additionally, we introduced a dashboard that enables users to instantly view the status of their logged call
Stage 3 - Iterate
Keep on revising based on user feedback
By engaging the clients early in the process, particularly those who use the support portal daily, we continuously iterated on our wireframes to better align with the needs of our users.
Usability test
After 3 rounds of iterations with the support staff, we proceeded to conduct usability tests with nurses, doctors, and other healthcare professionals. We held five remote moderated usability testing sessions, which provided us with valuable insights to further refine our final solution.
From the initital sketch to the final wireframe
Stage 4 - Dev Handoff
We velivered the fully working prototype and a thorough documentation to the development team
