The Problem
The legacy call screen had become increasingly difficult to use. What appeared to be isolated issues were, in reality, a set of systemic problems that had built up over time:
Inconsistent interaction patterns across similar actions
Limited scalability across call types (1:1, group, waiting states)
Poor visibility of key information (participants, status, activity)
Increased cognitive load during live consultations
Accessibility gaps across core interactions
These issues became more pronounced as the platform evolved:
Feature complexity increased over time
Usage scaled across regions, services, and use cases
Clinical expectations for reliability and clarity increased
As a result, the call screen became harder to navigate, less predictable, and more demanding to use during live consultations.
My Role & Influence
I led the UX across the redesign, focusing on how the call screen works in real consultation scenarios:
Understanding how clinicians use the call screen across different consultation types
Identifying where interactions broke down or created unnecessary effort
Designing interaction patterns that work consistently across scenarios
Improving visibility of key information during live consultations
Driving accessibility improvements across core interactions
Validating decisions through testing and iteration
I worked closely with UI design, engineering, and stakeholders, contributing to layout, interaction patterns, and iconography, while ensuring the experience remained consistent and usable at scale.
Research
Research focused on understanding how the call screen is used in real consultation scenarios, and where it breaks down under pressure. This included analysing platform usage and reviewing competitor approaches to similar problems.
Platform Usage Analysis
I analysed usage across ~25,000 waiting areas to understand how clinicians interact with the platform at scale. This helped identify:
Where attention is focused during a consultation
Which interactions are used frequently vs rarely
Where workflows become fragmented or inefficient
Notification analysis across 25,000 waiting areas
Key Insights
Clinicians rely heavily on a small set of core actions, while secondary actions are often hidden or inconsistently accessed.
Important signals (participants, status, activity) are not always visible when needed
Interaction patterns vary across similar tasks, increasing cognitive effort
Layout and hierarchy do not consistently reflect priority or frequency of use
Analysis of CTA placement across competitors
These insights directly informed the redesign of the call screen.
