Vala Health
Healthcare made personal
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.
Role: Lead UX, Design direction, Video production (iOS, Android and web)
The problem
Healthcare in the UK is very reactionary, dealing with problems when they arise. Vala health looked to rebalance this by looking at members’ lifestyles and giving suggestions on how to mitigate any future problems through tailored well-being programs.
It also needed to act as a platform where members could get help when needed, if abroad, on holiday, at work, or from the comfort of their own homes.
VAla had a web presence but wasn’t promoting the benefits or features of the service to potential and existing customers.
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.”