Sutatip Eadsongkram

Overview

Health Cabin is a self-service telemedicine cabin designed to improve access to basic healthcare services. Users can measure vital signs, receive medical consultations, and receive prescribed medications through a connected platform.

Challenge

Key challenges included a limited development timeline, new technologies, and a primary user group consisting of elderly users who worried whether results were correct and trustworthy, and who found it difficult to use self-service technology by themselves.

Process

User research

Gathered and analyzed client requirements through interviews and research to inform design decisions. Designed a user research workshop, defining question types for effective feedback gathering and an appropriate tone of voice for different user groups.

Service blueprint

Developed a service blueprint based on interviews with users, staff, and operations teams to understand the end-to-end Health Cabin service. The blueprint mapped user interactions and backstage operations, surfacing pain points, communication gaps, and opportunities to improve the service flow.

Wireframes & flows

Designed wireframes for health check-ups, telemedicine consultations, medication delivery, satisfaction surveys, and results delivered via LINE OA. Conducted usability testing to refine user flows, then enhanced user guidance with voice instructions and clearer signage.

Solution

• Designed a clear step-by-step guide so patients can use the cabin easily.
• Added a standard doctor introduction, including the doctor's name and license number, to build trust.
• Added online staff assistance to help users when they get stuck during the service.

Outcome

• Successfully deployed 14 Huangyai Health Cabins across active service locations.
• Served over 10,000 users through the platform.
• The designed service and user flows are scalable and adaptable for future deployments in other locations.

Overview

Health Tech is an outpatient healthcare service offering basic health check-ups, health screening, telemedicine, blood tests for follow-up treatment, and medication delivery. Most users are NCD (non-communicable disease) patients, and the service helps them receive care quickly without long hospital queues.

Challenge

I was involved in improving the service by interviewing patients and staff to understand their needs and problems, then finding ways to reduce waiting time and make staff work easier — including improving coordination and simplifying data entry and reporting for related teams.

Process

Observation

Conducted interviews with users and stakeholders to understand the service, gather feedback, and surface improvement suggestions. Interviewed staff to identify workflow issues, and observed staff during service to understand real working processes and pain points.

User journey mapping

Mapped the end-to-end patient journey and the physical service layout to identify service pain points through on-site observation.

Solution

• Improved the workflow by removing duplicate data entry.
• Replaced paper records and scanning with an online form that uploads results directly, reducing waiting time.

Outcome

• Identified key service pain points and proposed workflow improvements that reduced waiting time for patients and simplified reporting for staff.

Overview

Smart Hospital at Fort Wachirawut Hospital is a system designed to deliver a seamless healthcare experience. Patients can use a single queue to access multiple departments without the need to wait at physical queue displays early in the morning. Services can be accessed through a mobile application, making hospital visits more convenient and efficient.

Challenge

I was involved in wireframing the mobile app interfaces, including new patient registration, appointment scheduling, and the hospital queue, to support an accessible user experience.

Process

User journey

Mapped the customer journey across authentication, check-up, screening, and result stages, then translated it into a mobile app registration flow.

Wireframe

Designed wireframes for a mobile app system for new patient registration and doctor appointment queue management, covering appointment booking, queue tracking, and account information screens.