An e-transformation project to automate health services
Overview
Re-engineering a healthcare regulatorʼs (will remain anonymous due to NDAʼs) 151 digital e-services, as part of the e-transformation project to automate all services with a modern and streamlined solution that increases efficiency and productivity.
Objectives
Improved Accessibility: Ensuring people from diverse backgrounds with varying levels of digital literacy can access and use the services with ease
Enhanced Efficiency: Reducing the time and effort required to complete tasks, leading to more efficient processes for both government agencies and citizens
Encouraging Digital Adoption: Leading to a greater shift towards digitalization of user-friendly service systems
Enhanced Decision & Policy Making: Enabling collection of more accurate data on service usage to inform better policy making and decision making
Scope of the project
Redesigning and developing service blueprints and process flows for 151 Services on mobile, kiosk and desktop channels.
Identifying all potential improvements, priorities and best practices to provide a user-centric and consistent experience across service channels.
Enhancing the overall UI and UX of Core Portal and mobile app and delivering the final UI screens.
Testing the enhanced services with users and providing user feedback reports.
Scope of the Case Study
This case study will focus on 1 of the 151 services to serve as an example; Health Professional Evaluation.
Health Professional Evaluation
Service Overview
The Healthcare Professional Evaluation service allows the health professionals to obtain an Evaluation Certificate that confirms that they fulfills all the requirements to get a license to practice in the UAE.
Users
Physicians
Dentists
Pharmacists
Nurses and Midwifes
Paramedical Professions
New graduates / interns
Project Deliverables
Current State Assessments
Future State Service Blueprints (Re-engineered Process Flows)
UI Screens & Prototypes
User Test Reports
1. Workshops and shadowing sessions of the business stakeholders were conducted to understand the serviceʼs:
the current process
the channels of service delivery
the business requirements and rules
the current users and their pain points
2. The current service analytics data of the healthcare providerʼs portal was reviewed to understand how users were interacting with the portal
3. A heuristic evaluation of the current state of the service was conducted to identify the strengths and weaknesses
User Personas
User personas were defined as an outcome of the workshops and shadowing sessions:
User Journeys
Current state user journey
The current state user journey was established based on the learnings from the discover space:
Future State User Journey
As a result of the challenges and pain points of the current state, the following areas of improvement were identified:
Based on the business requirements, areas of improvement and best practices/benchmarks the future state user journey was established
Applying for the service
Verifying with Dataflow
Booking an exam slot
Downloading the evaluation letter
Prototype
Flow 1
Flow 2
Test Goals
Determining how the solution offered helps users
Testing & evaluating potential solutions with users
Discover opportunities for improvement through customer feedback
User Profiles
6 expat users joined to the concept validation testing for the evaluation service
Methodology
Informing the users about the concepts that are sketched out in front of them
Asking the users to give feedback after each step or an overall feedback about the concepts
Taking notes of the feedback and comments from the users
The testing was done in 1 day
Sessions were captured in the lab and were audio & video recorded
A moderator was leading the session, explained the scenario and let the participants walk through the potential future journey
The moderator probed the participants for their thoughts during the walk through
Observation & Trends
The overall rating for the evaluation service experience was 88% based on ease of use, amount of information and design.
All users found the health professional evaluation service easily
All users understood what the dataflow information on the first page meant
It was clear for all users that they can upload multiple documents for each section
Almost all users preferred having their dataflow linked to their Emirates ID while few users preferred to input their dataflow numbers manually
A few users mentioned that a new person applying from outside the country might need more guidance regarding dataflow
All users understood how the documents were obtained from dataflow
All users recognized the documents that need to be verified by Dataflow
All users understood that the “Schedule Examˮ button was disabled as they must apply to verify their documents with Dataflow first
Most users noticed the progress bar and recognized the remaining steps to get the evaluation letter
All users agreed that the booking an exam experience was smooth and not difficult
Process
Application process is simplified with minimum inputs from the user
Reduced service processing time
Reduced number of back office reviews
Launched an enhanced back office interface that offers smart application management, automatic alerts and reminders, and document previewing capabilities for improved administrative efficiency
Renewal of Evaluation service is now applicable for all medical professionals (not only for nurses and midwives anymore)
DataFlow
Introduced a dedicated DataFlow portal for the healthcare providerʼs customers to apply & manage their document verification requests
Applicants are now receiving a Unique ID for DataFlow sign-in, using UAE pass for streamlined verification
Previously every document had a different DataFlow ID with no centralized access point by the user
DataFlow document verification can be directly accessed from the user profile on the healthcare providerʼs portal at any time and updated in real-time.
Examination
A fully digitized process for applicant to manage their exams has been introduced including exam scheduling, re-scheduling, tracking progress and score announcement
A fully digitized process for the healthcare providerʼs officers has been introduced to manage exams including exam planning, exam assignment, result reporting and attendance tracking
Introduced online oral exams that takes place through Microsoft Teams Meeting
Documents
Only documents related to the verification process are required (qualification, experience etc.)
Additional documents related to applicant personal details such as passport, Emirates ID etc. will be fetched directly from the customer profile on the healthcare providerʼs portal without the need for the user to upload manually.
Removed the requirement for users to upload qualifications & experience documents to the healthcare providerʼs system for every application; these will now be directly obtained from DataFlow, including document details.
Integrations
Integration with DataFlow now features a single sign-on for user verification, document sharing and progress tracking
Prometric integration updates enable direct score reporting & exam schedule tracking in the healthcare providerʼs system
A new blacklist system integration flags applicants failing 3 exams, enhancing quality control & reporting
Future Improvements
Payment details can be captured on the healthcare providerʼs system interface with payment gateway embedded in the backend in order to avoid redirecting users to a different page for payment completion
Creation of Oral exam tool wherein all the responses can be transcribed eliminating the need of committee member to manually enter the responses & results
Smart AI tool to identify the examinations & list of documents based on candidateʼs preferences of specialty without having the officer to intervene & review eligibility
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