LYFT - NHS

Standalone mobile app and dashboard for non-emergency patient transport

• Project: Concept

• Team: Group

• Duration: 2-week sprint on the General Assembly Immersive course

• My Role: creating wireframes and coordinating user tests.

• Date:  Jan, 2019

Opportunity

Lyft wants to offer a standalone app for booking and hailing rides to and from healthcare appointments, alongside its well-known private and shared rides.

The app would allow patients and carers to book rides, and a separate desktop app (dashboard) would let healthcare professionals manage them.

From an NHS perspective, the project is meant to reduce costs, make spending more transparent, improve patient no-show rate, and generally improve patient satisfaction.

Problem

Based on our user research, waiting for pickup is what degrades patient experience whether they use NHS’ own transportation, take a cab, or book an Uber. Patients, in many cases, are stressful, uncomfortable, and don’t know who to speak to about their transportation. (Esp. from appointment.) Both mobile and desktop apps have to focus on solving or pre-empting the waiting time issue.

Solution

We addressed waiting time by

• Making sure the app integrates into Lyft’s existing API and infrastructure, making use of its advanced tracking capabilities

• Making bookings vs. arrivals prominent in the NHS dashboard app

Result

Our high-fidelity prototype for the mobile app had the following features:

• Registering patients using their NHS number

• Appointments sync automatically to the NHS database.

• Booking rides for self, or someone else; now, or for a later time.

• Payment by patient or NHS

• Changing and modifying bookings

The desktop dashboard app allows NHS staff to:

• Look up and book / modify / cancel rides for patients

• Get a high-level overview of relevant bookings

• Track specific in-transit rides

You can read a longer version about the project here.