HEALTH PUBLIC

Helping More People Attend Free Screenings

OVERVIEW

In a high-risk region with elevated rates of heart disease, only 28% of residents participated in free health screenings, missing the chance for early diagnoses. Many residents didn’t know why screenings were important, found the clinics confusing, or just forgot their appointments.

GOAL

Encourage more adults in the region to go to free health screenings.

CHALLENGE

Key Issues:

• Many residents didn’t realise the screenings were free or important.

• Clinic layouts and booking processes were unclear and stressful.

KEY QUOTE

“You’re stuck in line, waiting forever.”

“The staff is rude at the clinic.”
“You need to see three specialists – one’s available tomorrow, the second next week, and the third, who knows when. I gave up after the second doctor.”

PROCESS

RESEARCH AND DISCOVERY

We started with conversations and observations to uncover the real issues.

• In-depth Interviews: Spoke to 158 residents to learn their pain points.

• Journey Mapping: We mapped every step residents took, from learning about screenings to attending appointments.

• Insights: Many avoided screenings due to poor communication, a lack of reminders, and stressful clinic visits.

TESTING IDEAS

We tested solutions to make the process easier.

• Automated Notifications: A chatbot to send appointment reminders and answer questions.

• In-Clinic Navigation: Simple, clear signage to guide residents through the process.

• Interactive Health Zone Maps: Created visual tools showing nearby clinics and services.

COLLABORATION WITH STAKEHOLDERS

We worked with local leaders, healthcare staff, and communication teams.

• Shared findings using journey maps and real quotes from residents.

• Ran workshops to prioritise ideas and align everyone’s goals.

• Presented updates regularly to keep decision-makers involved.

RESULTS

Screening participation increased by 22%.

Residents said the reminders and directions made the process less stressful.

KEY LEARNINGS

Working with stakeholders required careful preparation, as they often asked tough but valuable questions. By staying transparent and well-organised in every meeting, we built trust and ensured smooth collaboration. This helped us align everyone’s priorities and maintain steady progress.

Customer Journey Mapping showing key steps and pain points in the health screening process