34% improvement in usability with a redesign of NHCC Ticketing
The national Health Command Center is the first center that oversee and improve the health system on a national level. Globally, the NHCC is the biggest and the only center.
Role
UX Designer
Timeline
June 2025 - July 2025 | 6 weeks
Team
2 UX Designers
2 Product Manager
1 Scrum Team x 4 people
Deliverables
User Audit
User Interface Design
Prototypes
Usability audit of the existing experience
Usability audit of the existing experience
Usability audit of the existing experience
The existing experience was using legacy patterns and was not created with user needs in mind. The goal of the usability audit was to assess the existing experience and evaluate any gaps, friction points and opportunities.
The existing experience was using legacy patterns and was not created with user needs in mind. The goal of the usability audit was to assess the existing experience and evaluate any gaps, friction points and opportunities.
The existing experience was using legacy patterns and was not created with user needs in mind. The goal of the usability audit was to assess the existing experience and evaluate any gaps, friction points and opportunities.
To adhere to NHCC confidentiality guidelines, only limited data can be shared
To adhere to NHCC confidentiality guidelines, only limited data can be shared
The Redesign
The Redesign
The Redesign
Keeping in mind all the issues identified in the usability audit and our sessions with the users I worked on the redesign of the Ticketing platform.
Keeping in mind all the issues identified in the usability audit and our sessions with the users I worked on the redesign of the Ticketing platform.
The outcome - usability improved by 34%
The outcome - usability improved by 34%
The outcome - usability improved by 34%
The redesigned NHCC Ticketing platform got great feedback from users and the usability improved overall by 34%. Users generally reported ease-of-use and better satisfaction with the product.
The redesigned NHCC Ticketing platform got great feedback from users and the usability improved overall by 34%. Users generally reported ease-of-use and better satisfaction with the product.
Other Projects
Evaluating with System Usability Scale (SUS) on the existing design showed the usability was below par
Evaluating with System Usability Scale (SUS) on the existing design showed the usability was below par
Evaluating with System Usability Scale (SUS) on the existing design showed the usability was below par
The System Usability Scale (SUS) provides a “quick and dirty”, reliable tool for measuring the usability. It consists of a 10-item questionnaire with five response options for respondents; from Strongly agree to Strongly disagree.
The System Usability Scale (SUS) provides a “quick and dirty”, reliable tool for measuring the usability. It consists of a 10-item questionnaire with five response options for respondents; from Strongly agree to Strongly disagree.
I think that I would like to use this product frequently
I think that I would like to use this product frequently
I think that I would like to use this product frequently
I found the system unnecessarily complex.
I found the system unnecessarily complex.
I found the system unnecessarily complex.
I thought the system was easy to use.
I thought the system was easy to use.
I thought the system was easy to use.
I think that I would need the support of a technical person to be able to use this system.
I think that I would need the support of a technical person to be able to use this system.
I think that I would need the support of a technical person to be able to use this system.
I would imagine that most people would learn to use this system very quickly.
I would imagine that most people would learn to use this system very quickly.
I would imagine that most people would learn to use this system very quickly.
I found the various functions in this system were well integrated.
I found the various functions in this system were well integrated.
I found the various functions in this system were well integrated.
I found the system very cumbersome to use.
I found the system very cumbersome to use.
I found the system very cumbersome to use.
I needed to learn a lot of things before I could get going with this system.
I needed to learn a lot of things before I could get going with this system.
I needed to learn a lot of things before I could get going with this system.
I thought there was too much inconsistency in this system.
I thought there was too much inconsistency in this system.
I thought there was too much inconsistency in this system.
I felt very confident using the system.
I felt very confident using the system.
I felt very confident using the system.
Survey results from the System Usability Scale. Anything below 68 is considered below average.
Survey results from the System Usability Scale. Anything below 68 is considered below average.
The new design did a lot better on the System Usability Scale bringing the score up to 72
The new design did a lot better on the System Usability Scale bringing the score up to 72
The new design did a lot better on the System Usability Scale bringing the score up to 72
The redesign brought the usability up by 34%
The redesign brought the usability up by 34%
34% improvement in usability with a redesign of NHCC Ticketing
The national Health Command Center is the first center that oversee and improve the health system on a national level. Globally, the NHCC is the biggest and the only center.
Role
UX Designer
Timeline
June 2025 - July 2025 | 6 weeks
Team
2 UX Designers
2 Product Manager
1 Scrum Team x 4 people
Deliverables
User Audit
User Interface Design
Prototypes
34% improvement in usability with a redesign of NHCC Ticketing
The national Health Command Center is the first center that oversee and improve the health system on a national level. Globally, the NHCC is the biggest and the only center.
Role
UX Designer
Timeline
June 2025 - July 2025 |
6 weeks
Team
2 UX Designers
2 Product Manager
1 Scrum Team x 4 people
Deliverables
User Audit
User Interface Design
Prototypes