Urgency and goal
February 2020 marked the beginning of a new era with the first COVID-19 case in the Netherlands. While many businesses experienced a pause in their operations, GGD GHOR faced the challenge of rapidly setting up testing and vaccination sites, as well as an appointment module. At the time, speed was essential. Now that the crisis has passed, complaints have arisen about the complex user flow and mismatched locations, leading to citizens calling in, dropping out, or showing up without an appointment. Bliss team member Julia stepped in as project leader to optimize the appointment module ahead of the 2024 COVID-19 vaccination round.
Approach and our role
Julia began her assignment with a thorough analysis of the existing appointment module, identifying both successes and areas for improvement. Using input from stakeholders, she translated these insights into concrete requirements, which were then implemented by the technical partner. Julia monitored progress and kept all parties informed. Additionally, she initiated a UX study to test the mock-ups and refine them where necessary.
“The collaboration with Julia was highly professional and enjoyable. As the driving force behind the project, Julia successfully completed it on time, delivering an outstanding result that will boost citizen satisfaction and save us significant costs at the National Call Center.”
–Fulco Stallmann, Manager COVID-19 GGD GHOR Nederland
Key deliverables
- Flow change to the following order: Location – Date – Time
- Visual map displaying locations
- Location availability display (available/full)
- Adjustment to GGD GHOR branding and readability
Results
All deliverables were completed on time and to satisfaction. The appointment module is now simpler and more user-friendly, resulting in a significant increase in the use of the online
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