Review of Australian digital healthcare conventions, healthcare-booking information patterns, Medicare cost communication, WCAG interaction and content considerations, and the original HealthConnect concept.
Australian healthcare · Mobile product design
Find care with clarity and confidence.
HealthConnect helps adults compare suitable doctors, understand availability and cost, book in-person or telehealth care, and manage appointments in one calm experience.
Product strategyUX/UI designContent designAccessibility
Project note: This is a self-directed product design project based on an Australian healthcare scenario. It does not represent a live service or claim measured outcomes.
Good morning, Emily
Here is what is happening with your care.
HealthConnect is not for emergencies. Call 000 if you need urgent help.
Action requiredComplete your patient form
Complete it before your appointment tomorrow at 10:30 am.
Next appointmentView all
Appointment with Dr Maya Chen
Annerley Medical Centre
Appointment offered
AUG18
Recent activityDetails
New pathology request
Added yesterday · Available in health records
View the document when you are ready.
01 · Product definition
A focused patient service for finding, booking and managing everyday healthcare—not an all-purpose clinical platform.
Primary userAn adult managing their own healthcare, often while busy or anxious.
Core needClear availability, location, consultation type and cost before choosing.
Business goalSupport suitable bookings and reduce avoidable booking administration.
Safety boundaryNo diagnosis, emergency triage or clinical advice.
03 · Business and user alignment
Make the right care choice easier to complete.
The experience balances service efficiency with informed patient choice. It does not reduce workload by hiding information or support.
Is this doctor right for me?
Show speciality, services, languages, location, consultation format and clear provider information.
When can I be seen?
Expose real availability early and let users move between in-person and telehealth options.
What will it cost?
Explain the estimated fee, Medicare rebate and likely out-of-pocket amount before confirmation.
Can I change it later?
Keep appointment details, rescheduling and cancellation rules easy to find after booking.
Business goal
Design response
Intended outcome
Increase suitable bookings
Relevant filters and comparable provider details
Patients choose with better context
Reduce booking abandonment
Show availability and cost before review
Fewer late surprises in the flow
Reduce administration
Structured booking and self-service management
Fewer avoidable calls and corrections
Build trust
Plain English, privacy reassurance and transparent fees
Patients understand what they are agreeing to
04 · Core service flow
One connected journey, with decisions made at the right time.
Each stage answers a specific question and prepares the user for the next decision.
1Find careChoose a service, need or provider.
2Compare resultsFilter by access, time, format and cost.
3Review doctorUnderstand suitability before selecting.
4Select appointmentChoose type, date and time.
5Review and confirmCheck details, fees and policies.
6PrepareSee confirmation and required tasks.
7ManageView, reschedule or cancel safely.
05 · Assumptions and risk
Senior design decisions include what could invalidate the solution.
The interface can only be considered feasible when the underlying data, policy and service operations are reliable.
Assumption or risk
Why it matters
How it would be validated
Provider availability is current
Stale availability could create failed bookings and loss of trust.
Confirm integration, refresh rules and failure handling with engineering and provider operations.
Medicare estimates can be displayed
Incorrect rebate information could mislead patients.
Review eligibility language, calculations and disclaimers with policy, finance and legal SMEs.
Users understand telehealth
Unclear terminology may exclude less digitally confident users.
Test comprehension and provide a plain-language description of what is required.
Cancellation is self-service
Clinic policies and exceptions may differ.
Map policy variants, cutoff times, fees and escalation paths with service operations.
Documents can appear in one service
Permissions, consent and interoperability may vary.
Confirm data ownership, consent, retention and access controls with privacy and technical teams.
07 · Product solution
Twenty screens across the core journey and key service states.
The set covers secure entry, the full doctor-booking journey and the essential areas patients use after booking. Every screen has one purpose and one prioritised action.
Core booking journeyFind care · Compare doctors · Review provider · Choose appointment · Review booking · Confirmation
Account and ongoing careLogin · Home · Appointments · Appointment details · Records · Profile
Resilience and recoveryPassword recovery · Loading · Empty states · No results · Service error · Reschedule and cancel
+HealthConnect
Good morning, Emily
Here is what is happening with your care.
HealthConnect is not for emergencies. Call 000 if you need urgent help.
Action requiredComplete your patient form
Complete it before your appointment tomorrow at 10:30 am.
Next appointmentView all
Appointment with Dr Maya Chen
Annerley Medical Centre
Appointment offered
AUG18
Recent activityDetails
New pathology request
Added yesterday · Available in health records
View the document when you are ready.
01 · Home dashboardPrioritises the required action, next appointment and active referral without filler content.
What care do you need?
Search by doctor, service or health concern.
Try “women's health” or “Dr Chen”
Common servicesGeneral practitionerEveryday health concerns and ongoing care
Mental healthPsychology and counselling support
Women's healthReproductive and preventive care
Specialist careA referral may be required
If you have severe symptoms or need urgent help, call 000. HealthConnect is not an emergency service.
02 · Find careStarts with plain-language needs, not medical taxonomy.
General practitioner
24 doctors near Annerley · Sorted by earliest available
MC
Dr Maya Chen
General Practitioner · 8 years' experience
Next in-personTomorrow, 9:00 am
Estimated cost$42 after Medicare
AJ
Dr Amir Jones
General Practitioner · Speaks English and Arabic
ConsultationIn person · 1.2 km
Estimated costBulk billed
03 · Doctor search resultsComparable availability, format, distance and cost.
MC
Dr Maya Chen
General Practitioner · AHPRA verified
About
Provides general practice, preventive health and women's health care using clear, collaborative communication.
LanguagesEnglish · Mandarin
LocationAnnerley Medical Centre · 1.2 km
FeesFrom $42 after Medicare
Next availableToday at 3:20 pm · Telehealth
In-person appointments available tomorrow.
04 · Doctor profileProvides the information needed before selecting a provider.
How would you like to attend?
Available options for Dr Maya Chen.
In-person appointmentAnnerley Medical Centre · 1.2 km away
Standard consultation15 minutes
Estimated out-of-pocket$42
SelectedTelehealth appointmentVideo consultation from a private location
Standard consultation15 minutes
Estimated out-of-pocket$42
Medicare rebate estimates depend on eligibility. The final amount may vary.
05 · Appointment typeExplains format, duration, location and estimated cost.
Choose an appointment
In person · Dr Maya Chen
August 2026›
MTWTFSS1013151617182223
Times are shown in Brisbane time. Your selected time is held for 5 minutes during review.
06 · Date and timeShows availability, timezone and temporary hold clearly.
Check your appointment
Confirm these details before booking.
AppointmentDr Maya Chen · General Practitioner
Date and timeTue 18 Aug · 10:30 am
TypeIn person · 15 minutes
LocationAnnerley Medical Centre
Estimated cost
Consultation fee$85.00
Estimated Medicare rebate−$43.10
Estimated out-of-pocket$41.90
Fees are estimates. The clinic confirms the final amount.
I have reviewed the booking and cancellation policy.No fee when cancelled more than 2 hours before.
07 · Booking reviewPrevents errors by restating details, fees and policy.
Your appointment is booked
A confirmation has been sent to emily.carter@example.com.
Dr Maya Chen
General Practitioner
Date and timeTue 18 Aug · 10:30 am
LocationAnnerley Medical Centre
Booking referenceHC-48219
Before you attend
Complete pre-appointment formAbout 3 minutes
Bring your Medicare cardAnd a current medication list
08 · Booking confirmationConfirms success and moves the patient into preparation.
Tomorrow · 10:30 amDr Maya Chen
General practice · Telehealth
18 August · 10:30 amDr Maya Chen
General practice · Annerley Medical Centre
Confirmed2 September · 2:00 pmDr Leila Wong
Physiotherapy · West End Clinic
ConfirmedNo other appointments.
Past and cancelled appointments remain available in their tabs.
Past and cancelled appointments remain available in their tabs.
09 · Appointments listSeparates upcoming, past and cancelled care.
Dr Maya Chen
General Practitioner
Date and timeTue 18 Aug · 10:30 am
TypeIn person · 15 minutes
LocationAnnerley Medical Centre
Prepare
Booking confirmedCompleted
Complete patient formDue before appointment
Bring Medicare cardAnd medication list
10 · Appointment detailsCombines logistics, preparation and management access.
Your records
Documents shared through HealthConnect. This is not your complete medical record.
Pathology requestCardiology · 18 August 2026
Appointment summaryGeneral practice · 4 August 2026
Dermatology referralAdded 28 July 2026
Missing a record? Contact the clinic that provided your care.
11 · Health recordsSets a clear boundary around available documents.
What would you like to do?
Dr Maya Chen · Tue 18 Aug at 10:30 am
RescheduleChoose another available time
Your current appointment stays booked until a new time is confirmed.
Change consultation typeSwitch to telehealth
Available only if the doctor offers telehealth for this service.
Cancel appointmentCancel this booking
No fee applies when cancelled more than 2 hours before the appointment.
Need help? Contact the clinic if the available options do not meet your health or accessibility needs.
12 · Manage appointmentExplains the effect of each change before commitment.
Supporting screens and states
Account access, preferences and resilience patterns are grouped here as supporting evidence rather than given the same visual weight as the primary booking journey.
+HealthConnect
Welcome back
Manage your healthcare securely.
New to HealthConnect?
Your privacy matters.
Your information is encrypted and handled in line with Australian privacy requirements.
Your information is encrypted and handled in line with Australian privacy requirements.
Do not use HealthConnect for emergencies. Call 000 if you need urgent help.
Supporting · Welcome and loginOne believable login state; focus, error and disabled variants are documented in the system specification.
EC
Emily Carter
Member since 2026
Personal details
Contact details›
Medicare information›
Emergency contact›
Preferences
NotificationsEmail and push ›
LanguageEnglish ›
Accessibility and support›
Your care
Saved providers3 ›
Privacy and permissions›
Supporting · Profile and settingsGroups identity, preferences, support and saved care.
Forgot your password?
Enter the email address linked to your account. We will send a secure reset link if the account exists.
Check your inboxReset link sent
For privacy, this message appears whether or not an account exists. The link expires in 30 minutes.
Still unable to access your account? Contact HealthConnect support. Never share your password or verification code.
Supporting · Password recoveryProtects account privacy while giving a clear recovery path.
Today · Action requiredComplete your patient form
Please complete it before your telehealth appointment tomorrow at 10:30 am.
TodayAppointment confirmed
Your appointment with Dr Maya Chen is booked for 18 August at 10:30 am.
YesterdayNew document available
A pathology request has been added to your health records.
You are all caught up.
Important appointment reminders are also sent using your selected communication preferences.
Important appointment reminders are also sent using your selected communication preferences.
Supporting · NotificationsSeparates required actions from routine service updates.
Doctors you have saved
Compare availability or remove a provider at any time.
MC
Dr Maya Chen
General Practitioner · Annerley
AJ
Dr Amir Jones
General Practitioner · Woolloongabba
LW
Dr Leila Wong
Physiotherapist · West End
Supporting · Saved providersSupports repeat care without bypassing current availability.
General practitioner near Annerley
Finding available doctors
Checking appointment times, consultation types and current fees.
Supporting · Loading availabilityExplains what is happening while preserving the search context.
Dermatologist
No doctors match these filters
Try a different date, increase the distance or remove a filter.
If you need help finding suitable care, contact HealthConnect support. For urgent or severe symptoms, call 000.
Supporting · No matching doctorsOffers ways to broaden the search without blaming the user.
General practitioner
We could not load availability
Your search and filters are saved. Check your connection and try again.
Nothing has been booked or charged.
If this keeps happening, contact HealthConnect support and quote HC-AV-02.
If this keeps happening, contact HealthConnect support and quote HC-AV-02.
Supporting · Recoverable service errorPreserves trust, context and a clear recovery path.
08 · Design principles
Purpose before decoration.
Calm and reassuringQuiet surfaces, clear hierarchy and one dominant action reduce cognitive pressure.
Credible and transparentProvider status, fee estimates and service limits are stated before commitment.
Accessible by defaultPlain English, labelled states, 44 px controls and information beyond colour.
Efficient, not rushedProgressive disclosure keeps decisions short without withholding essential context.
09 · System and states
Consistent patterns support safe decisions.
The visual system uses calm healthcare colours, readable typography and predictable interaction patterns to help people act with confidence.
Spacing4 · 8 · 12 · 16 · 24 · 32
Touch targetsMinimum 44 × 44 px
Radius8 · 10 · 14 · 18
Layout14 px mobile inset; clear vertical rhythm
Colour choices
Blue supports clear actions, teal brings a calm healthcare character, and semantic colours communicate status with text or icons so meaning never relies on colour alone.
Action blue#166AA3
Health teal#087E78
Deep ink#183044
Success#167044
Error#AA3434
Typography
Inter is used throughout for familiar letterforms, strong small-screen legibility and a neutral public-service tone.
Heading · 700Clear next steps
Body · 400Understand your appointment before you confirm.
Label · 800Action required
Primary action
Secondary action
Focused field
Error field
Check your password and try again.
Loading state
Loading available appointments…
Empty state
No upcoming appointments.
Find care when you are ready.
Find care when you are ready.
Recoverable error
Availability could not be loaded.
Your selections are saved. Try again.
Your selections are saved. Try again.
Disabled action
10 · Validation plan
Measure comprehension, completion and service impact.
Evidence note: These are proposed measures and success criteria, not claimed outcomes. No patient research or service data has been fabricated.
Search-to-booking completionCan users find and book suitable care?
Provider comprehensionCan users explain why a doctor suits their need?
Fee comprehensionDo users understand estimates before confirming?
Booking correction rateHow often are details changed after booking?
Self-service managementCan appointments be managed without support?
Accessibility findingsWhat barriers remain across key tasks?
Participants
5–7 adults who have previously booked healthcare online, including people with accessibility needs where feasible.
Core tasks
- Find a suitable GP available this week
- Compare two providers and explain the choice
- Identify the likely out-of-pocket cost
- Book, then reschedule or cancel
Measures
- Task completion and time on task
- Critical and non-critical errors
- Fee comprehension and confidence
- Qualitative observations
Proposed success criteria
- Establish a baseline during moderated usability testing, then agree an acceptable completion threshold with the service team
- All participants identify that fees are estimates
- No participant mistakes the service for emergency or diagnostic care
11 · Applied accessibility
Accessibility considerations embedded throughout the experience.
44 px targets, visible focus, labelled controls and actions that do not depend on colour alone.
Visible form labels, plain English, clear error recovery and explicit safety boundaries.
Reduced-motion support, responsive reflow and a planned large-text test for key screens.
Implementation would require semantic landmarks, logical heading order, labelled controls, current-page states and programmatic error associations.
VoiceOver, TalkBack, keyboard-only navigation, 200% zoom and testing with assistive-technology users.
Use the email linked to your account.