Booking a polyclinic appointment on Healthhub Mobile App (iOS) and UX suggestions
I remember being turned away when I tried to show up at a polyclinic earlier last year because it was full and I did not make an appointment. Surprise aside, my parents have had some struggles with booking an appointment with a polyclinic too. Hence, this serves as a guide as well as suggestions on how the user experience can be improved
NOTE: the screenshots are taken from iOS/ an iPhone and some of the steps may differ for an android device (Android guide to be written)
Step 1: Download the HealthHub app if you do not have it.
Step 2: Open the app and click on the hamburger menu (the 3 lines on the top left corner)
Step 3: Click on Appointments, you will be brought to sign in via Singpass
Step 4: Sign in via Singpass, then go back to HealthHub app
Step 5: Select your own name
Step 6: Select Make new Appointment
Step 7: Pick the desired service, in this case I picked National University Polyclinics — some trial and error might be needed to find the one you need
Step 8: Select the polyclinic (I picked Queenstown Polyclinic)
Step 9: Note the need to declare if you have travelled out of Singapore
Step 10: Declare if you have cough, flu or fever; note that if you have infectious disease or require care, you should proceed to the nearest clinic
Step 11: Confirm your appointment by filling up the necessary form, describing the current condition. You may have to wait up to 3 days before you receive an appointment confirmation.
If you end up with the screen on the left (“Sorry, there are no other available appointment slots for this time period), try another clinic or try again tomorrow
Known issues that concern User Experience (UX):
- If you press the white back button (top left)at any step during the booking procedure, this brings the user back the home page. It can be pretty vexing since the user expectation is that they are brought to previous screen rather than all the way back — a modal or trigger that alerts the user that this will abort the current operation will help (accurate as of 1 Oct 2020, 10.20pm)
- Having to select the polyclinic is rather confusing for those who are unfamiliar with the healthcare system. Perhaps the closest polyclinic can be suggested as a default — location-based suggestions will help (accurate as of 1 Oct 2020, 10.29pm)
- Step 9 and 10 (pressing continue and simply declaring whether one has flu, fever or cough) can be combined as it is a redundant step
Current mantra: if I have to do stuff for my parents and this information is potentially useful for others, writing is my way to help ideas and guidance scale so no one gets left behind. If you believe in this, feel free to reach out — happy to connect on Linkedin!
