Vala Health
Proactive, Personalised Healthcare
Re-thinking a digital-only proactive health service from the ground up.
From running naming workshops, journey mapping, collaborative sketching sessions, wireframing, storyboarding, video editing, and design direction, I helped launch the product to the UK and Australian markets.
Vala health is a service that allows customers to set up appointments to see medical professionals remotely and track their general well-being.
Services:
Lead UX, UI, Creative Direction, Video production (iOS, Android and web)
The problem
Healthcare in the UK often takes a reactive approach, addressing issues only once they arise. Vala Health set out to shift this paradigm by focusing on prevention. By analysing members’ lifestyles, the platform offers tailored well-being programs designed to mitigate future health risks through proactive, personalised guidance.
Beyond prevention, Vala also needed to serve as a reliable support system—accessible anytime, anywhere. Whether members are at home, at work, on holiday, or abroad, the platform ensures they can access the help they need.
While Vala had an existing web presence, it wasn’t effectively communicating the value of its services. The challenge was to transform the platform into a compelling digital experience that clearly showcased its benefits to both new and existing users.
The process of discovery
Competitor analysis
Competitors are either focused on technical solutions to acute primary care triage or on creating a marketplace that matches consumers to one-one primary care appointments. These approaches ignore the fastest growing segment of consumer interest - relationship-based wellbeing servcies.
Discovery
We surveyed patients about their use of GP services and how they could be improved.
Customer journeys
Vala health is a service that allows you to set up appointments to see medical professionals (GPs, Nutritionists, Psychologists, Physiotherapists, and Personal trainers) remotely. It enables you to see your medical records online after an appointment and to continue a dialogue with a physician who can guide you through specific issues, be it setting up a dietary plan or even a course of exercises to help you recover from an injury.
The project involved three distinct areas that needed to be considered:
01. Acquisition site (general public and business owners)
02. Logged-in patient experience
03. Logged-in clinician experience
Acquisition site
Aimed at Personal and business HR directors
Logged in My account area
Showing a timeline of upcoming, and previous appointments as well as notes, and prescriptions. The right-hand side has an overview of your general health, vaccinations and allergies. It is also possible to book appointments with other health professionals based on the selected subscription model.
Booking engine
This allows the customer to select which family member the appointment is for and the type of practitioner, on both web and in-app.
The outcome
Used by EY, BBC, Nutopia, True to nature and more. Rated Excellent by 97% of users on Trustpilot.
“First experience of using Vala health - FASTEST Healthcare I've ever received.”