PATIENTCARE+

Digitised and unified a previously manual, multi-client patient support ecosystem across Asia.
Replaced spreadsheets, paper forms, and scattered data with a single admin portal and patient app that simplified onboarding and follow-up for thousands of chronic-care patients.

TLDR FOR RECRUITERS

Designed and led the complete digital transformation of a regional patient-support platform for multiple pharmaceutical clients.
Unified consultant workflows, automated reporting, and gave patients autonomy through a self-service mobile app.
Achieved full program adoption within a year and cut setup time by two-thirds.

PROBLEM
•
PROCESS
•
SCREENS
•
LEARNINGS
•
OUTCOMES

ROLE

Lead Designer

DETAILS

Discovery  •  Workshops  •  Design System  • Wireframing  • Hi-Fi Design  •  Prototyping  • User Testing  •  QA Support

TEAM

3 designers, 1 PM, 1 PO,
10 engineers, 4 BAs, 4 QAs

TIMELINE

Started Mar 2023
Launched Aug 2023

“Finally I can manage all programs on one platform instead of juggling multiple tabs.”
— Consultant

THE PROBLEM

Consultants and patients relied on manual paperwork and Excel for program enrolment and tracking.

Data duplication, missing forms, and endless back-and-forth caused delays and errors.

A single consultant often handled hundreds of patients — an impossible ratio without digital support.

KEY CHALLENGES
  • Paper forms prone to loss and errors
  • Excel spreadsheets difficult to share
  • No real-time patient updates
  • Fragmented communication
  • Long patient wait times

THE OPPORTUNITY

Digitise the entire patient-support experience for consultants and patients across multiple markets. Build one scalable platform to reduce administrative burden, centralise data, and give patients autonomy through self-enrolment and progress tracking.

PLATFORM INTEGRATION

DATA MIGRATION

  • Migrated patient data from multiple legacy pharma platforms into a unified ecosystem
  • Built backend mapping rules to reconcile schema differences across programs
  • Real-time sync ensures accurate enrolment, redemption, and reporting across regions

UNIFIED EXPERIENCE

  • Unified both portal and app under one design language and data model
  • Reduced training overhead and improved comprehension for consultants managing multiple programs.

THE PROCESS

01
RESEARCH
  • Conducted 5–8 interviews with consultants and regional managers
  • Observed differences in paper workflows across SG, MY, and TW
  • Discovered localisation gaps and varying SOPs by country
02
WORKSHOPS
  • Held design and ideation sessions with product team and cross-product designers
  • Prioritised key features for Admin Portal and Mobile App
  • Identified launch-critical flows: Enrolment, Purchase, Redemption, Program Mgmt
03
CONCEPTUALIZATION
  • Created early wireframes for admin and patient journeys
  • Focused on mirroring real-world consultant workflows to minimise relearning
  • Planned scalable design system foundations for multi-market flexibility
04
DESIGN
  • Built high-fidelity prototypes reflecting workflow parity with existing manual steps
  • Designed for legibility and accessibility — large tap zones, high contrast for older users
  • Applied functionality-first layouts, no decorative noise
05
TESTING
  • Two usability rounds: Taiwan (Mandarin) and SG/MY (English)
  • Reduced clicks in key workflows and improved comprehension

SCREENS & FLOWS

ADMIN PORTAL
ADMIN WORKFLOW
01
LOGIN
Secure authentication with role-based access
02
OVERVIEW
Tables tracking all parts of patient journey
03
SETUP
Create programs based on different requirements
04
MANAGE
Update patient status and allocate resources
PATIENT MOBILE APP
PATIENT JOURNEY
01
REGISTER
Download app and enrol into program
02
MANAGE
Upload required documents and purchases
03
TRACK
Monitor program progress and upcoming redemption
04
PROFILE
Manage their own program and profile

ITERATIONS & LEARNINGS

DESIGN CHANGES
Refined workflow to mirror consultant habits
Auto progress to next task
• Reduced to total actions taken daily by consultants
Improved accessibility on mobile app
Increase contrast and tap area to cater for patients with motor difficulties and older patients
• Improve ease of use for all patients
Optimize workflow for scale
Expanded program-creation flow for future program types
• Refined UI components to accommodate different requirements
DESIGN PRINCIPLES
  • Follow real-world workflow order
  • Functionality over decoration
  • Design for cognitive relief
  • Accessible for older and motor-impaired users

CONSTRAINTS & TRADEOFFS

TECHNICAL CONSTRAINTS

  • Complex data migration from disparate client databases
  • Tight release timeline with multiple integrations

STAKEHOLDER LIMITS

  • Different SOPs by country; required heavy alignment and demos
DESIGN TRADE-OFFS MADE

Prioritised functionality over refinement

Had a short timeframe to launch, design decisions were focused on usability and delivery efficiency

Built design system retroactively for scalability

Introduced a scalable design system after launch to improve consistency and development efficiency

REFLECTIONS & NEXT STEPS

DESIGNER GROWTH
Systems Thinking
Built comfort in balancing functional urgency with long-term scalability
Stakeholder Management
Strengthened facilitation and cross-regional collaboration
WHAT I'D DO DIFFERENTLY
  • Establish design system earlier
  • Standardise error message tone before launch
  • Push for shared visual library between product lines

FUTURE OPPORTUNITIES

  • Onboarding new program types
  • Integrating chatbot into patient app for guided support

THE OUTCOMES

95+

PROGRAMS LAUNCHED

Achieved full program adoption within a year across regional markets

3mo → 1wk

SETUP TIME

New program configuration that once took a quarter now goes live in under a week

Zero

HANDOFF ERRORS

Manual coordination errors between consultants and patients eliminated across all active programs

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